Tsavhemba Cynthia

Customer-focused professional with two years of experience resolving inquiries and complaints across phone, email, chat, and in-person channels for logistics and administrative service teams. Skilled at reading a frustrated customer accurately, working the problem to a real resolution rather than a quick close, and keeping CRM and administrative records clean enough that colleagues can pick up any case without missing context. Comfortable operating independently in remote settings and collaboratively in shared offices, with a reputation for calm, dependable follow-through under pressure.

Looking to bring that same consistency to a customer experience or client relations team ready to invest in someone who treats every interaction as a chance to build trust.

Customer Care Representative at Moonlight Logistics (2024-03 – Present)

• Serve as first point of contact for customer inquiries across phone, email, and chat, resolving day-to-day issues on first contact and keeping response times low despite a steady volume of concurrent requests.
• Investigate the root cause behind each complaint before responding, escalating only the cases that genuinely need it — cutting down on repeat contacts and unnecessary hand-offs to other teams.
• Keep every customer record in the CRM current and accurate, so any teammate can pick up a case mid-conversation without the customer having to repeat themselves.
• Turn one-off interactions into repeat business by following up on unresolved concerns and checking back in after a fix — the kind of consistency that builds a base of returning customers.
• Flag recurring complaint patterns to management, giving the team an early signal on service gaps before they become bigger problems.
• Key strength: known internally as someone who stays composed and solutions-focused even on the most frustrating calls.

Administrative Assistant / Customer Service Assistant at Craftmount Africa (2023-04 – 2024-12)

• Owned scheduling for client appointments end-to-end — booking, confirming, and rearranging around last-minute changes without double-bookings or missed calls.
• Handled a steady stream of inbound calls and emails from a remote setup, holding the same standard of professionalism and turnaround time as an in-office team.
• Rebuilt parts of the filing and documentation system so records could be found in seconds instead of minutes, cutting down time wasted searching for files.
• Handled sensitive customer and company information with strict confidentiality, reinforcing the trust both clients and management placed in the role.
• Key strength: trusted with scheduling and confidential records with minimal oversight, entirely from a remote setup.

Bachelor's Degree – Tai Solarin University of Education

Completed