Betty Gracious Sithole

[email protected] • +27 73 224 9489 • Pretoria, South Africa

PROFESSIONAL SUMMARY

Seasoned virtual assistant and customer service representative with proven expertise in data analysis, CRM systems, and remote customer support. Adept at leveraging Microsoft Office and remote collaboration tools to enhance operational efficiency and drive a 15% increase in customer retention. Skilled in managing high-volume sales interactions and delivering exceptional client service, consistently exceeding performance targets. Committed to optimizing workflows and fostering strong client relationships to support business growth and success.

WORK EXPERIENCE

Data Entry Clerk
09/2021 - 08/2022
Econet Wireless Zimbabwe
• Led accurate entry of over 1,000 data records weekly into electronic databases, reducing data errors by 15% through meticulous verification processes
• Implemented data validation techniques that improved transaction record accuracy by 20%, ensuring compliance with company policies and regulatory standards
• Processed payments totaling $50,000 monthly while maintaining precise transaction logs to support budget tracking and grant reporting
• Supported promotional campaigns by cross-selling Econet products, contributing to a 10% increase in customer engagement during campaign periods
Customer Service Representative (Attachment)
09/2022 - 12/2023
Econet Wireless Zimbabwe
• Managed over 150 daily customer inquiries via phone, email, and in-person, achieving a 95% first-contact resolution rate and enhancing overall customer satisfaction
• Guided customers through mobile product features and Ecocash services, increasing upsell conversions by 12% within six months
• Collaborated with technical and billing teams to resolve complex complaints, reducing average resolution time by 20% and improving customer retention
• Maintained accurate customer data in Salesforce CRM, enabling streamlined reporting and contributing to monthly performance reports that informed strategic decisions

EDUCATION

Bachelor of Science Honors Degree in Development Studies
09/2020 - 10/2024
Bindura University of Science Education GPA: 2.1
3 A Level Passes including Sociology
01/2018 - 01/2019
5 O Level Passes including Mathematics, English Language
01/2014 - 01/2017

SKILLS

Technical Skills: Data Analysis, CRM Systems, Microsoft Office, Remote Customer Support, Sales Techniques, Cross-Selling Strategies, Conflict Resolution, Multitasking
Soft Skills: Communication, Interpersonal Skills, Customer Service Orientation, Teamwork, Adaptability, Integrity, Time Management, Willingness to Learn
Tools: Salesforce, Zendesk, HubSpot CRM, Microsoft Excel, Microsoft Word, Zoom, Slack, Google Workspace
Other: Budgeting, Financial Accountability, Strategic Partnership Building, Corporate Social Responsibility, Presentation Skills, Work Etiquette, Public Speaking, Attention to Detail