Munashe Dhliwayo

[email protected] • +263 78 771 2195 • Harare, Zimbabwe

PROFESSIONAL SUMMARY

Dynamic professional virtual assistant and customer sales representative with a proven track record of enhancing client satisfaction and driving revenue growth. Skilled in CRM management, lead generation, and delivering personalized customer experiences that increase retention by 20%. Adept at multitasking and communication, I excel in streamlining operations and supporting sales teams to exceed targets consistently. Committed to leveraging technology and interpersonal skills to contribute effectively to your organization’s success.

WORK EXPERIENCE

Virtual Assistant

11/2024 - 01/2026

Bytrax , Remote - Texas, U.S.A

• Streamlined administrative operations for a Texas-based company, improving scheduling efficiency by 30% through effective calendar and email management

• Coordinated communication between clients and internal teams, enhancing customer satisfaction scores by 15% through timely and professional responses

• Implemented digital filing systems that reduced document retrieval time by 25%, increasing overall team productivity

• Supported project management tasks by tracking deadlines and deliverables, contributing to on-time project completion rates exceeding 90%

Customer Service Representative (Inbound Calls & Outbound Calls)

07/2021 - 07/2023

Omnicontact BPO , Harare, Zimbabwe

• Delivered exceptional customer service handling over 100 inbound and outbound calls daily, achieving a 95% customer satisfaction rating and reducing call resolution time by 20%

• Spearheaded the transition to digital customer engagement via social media platforms, increasing response efficiency by 30% and expanding customer reach by 15%

• Trained and mentored 15 new hires during the onboarding process, improving team productivity and service quality

• Implemented feedback-driven process improvements that decreased customer complaints by 25% and enhanced overall service delivery

Sales Development Manager

03/2020 - 12/2020

Teller Merchants , Remote – Boston, MA

• Led a sales development team to increase qualified lead generation by 30% within the first year, directly contributing to a 15% revenue growth for Teller Merchants

• Developed and implemented targeted outreach strategies that improved customer engagement rates by 25%, enhancing pipeline velocity and deal closure rates

• Collaborated cross-functionally with marketing and product teams to refine value propositions, resulting in a 20% increase in conversion rates from prospect to client

• Mentored and trained junior sales representatives, boosting team productivity by 18% and reducing onboarding time by 25%

EDUCATION

Certified Customer Experience Professional

12/2024 - 09/2025

CICM

• Diploma In Transport Logistic

11/2021 - 11/2022

Zimbabwe Institute Of Management

High School Diploma - Pass (Advanced Level)

01/2016 - 12/2018

Glenview 2 High School

High School Diploma - Pass (Ordinary Level)

01/2012 - 12/2016

Glenview 2 High School , Harare, Zimbabwe

SKILLS

Technical Skills: Data Entry, Email Management, Basic Troubleshooting, Scheduling

Soft Skills: Communication, Time Management, Adaptability, Problem Solving, Team Collaboration

Tools: Salesforce, HubSpot CRM, Microsoft Office, Google Workspace, Zoom, Slack

Other: Multitasking, Customer Service, Remote Work Experience