Mercy Chikuni

Experienced and reliable customer service professional with a strong background in banking, retail, and call centre environments. Am skilled in handling high volumes of customer enquiries, resolving issues professionally, and delivering excellent service. Confident communicator with a professional telephone manner and proven ability to meet targets. I am a highly organised and adaptable person who is and committed to providing a positive customer experience.

Support Worker at Leonard cheshire homes Edinburgh (2012-07 – 2015-02)

Dealing with families of service users and other community stakeholders to provide professional care to adults with physical, sensory and learning disabilities within a residential home setting.

Customer Adviser at Royal Bank of Scotland Group

• Handled a high volume of inbound customer calls in a busy contact centre
• Resolved customer enquiries efficiently while maintaining excellent service standards
• Identified customer needs and recommended suitable banking products
• Achieved performance targets and contributed to team goals
• Assisted with debit card queries, cancellations, and banking transactions

Home Baker at Self-Employed (2009-08 – 2009-12)

• Established and managed a small home-based baking business
• Communicated with customers to take and manage orders
• Maintained high standards of hygiene and food safety
• Managed time, budgeting, and customer expectations effectively

Crew Member at Burger King (2010-07 – 2010-09)

• Delivered fast and friendly customer service in a high-pressure environment
• Operated tills and handled cash transactions accurately
• Prepared food to company standards
• Maintained cleanliness and hygiene

Crew Member at Burger King (2008-02 – 2008-08)

• Delivered fast and friendly customer service in a high-pressure environment
• Operated tills and handled cash transactions accurately
• Prepared food to company standards
• Maintained cleanliness and hygiene

Volunteer Shop Assistant at Scottish International Relief (2008-02 – 2008-06)

• Assisted customers and supported daily shop operations
• Handled stock and maintained displays

Housekeeping Assistant at North Queensferry Hotel (2005-05 – 2006-09)

• Maintained high standards of cleanliness and presentation
• Provided friendly and approachable service to guests

Letting Clerk at Eagle Estate Agents (Pvt) Ltd (2002-12 – 2004-10)

• Managed inbound and outbound calls on a switchboard
• Processed payments and handled cash transactions
• Provided customer support to tenants and landlords
• Maintained accurate records and documentation

Till Operator / Customer Service Assistant at OK Stores

• Operated tills and handled cash transactions
• Assisted customers with queries and complaints
• Conducted stock-taking and merchandising

Full-Time Parent & Family Support

• Developed strong organisational, communication, and problem-solving skills
• Completed short courses to support child development and additional needs care

Bachelor's Degree in Business Management – Edinburgh Napier University (2011)

A Levels in Business Studies, Accounting – Mutare Girls' High School

GCSEs in Mathematics, English, Science – Mutare Girls' High School