Collen Chitsunge

Customer support and operations professional with extensive experience handling customer enquiries, telephone assistance, technical support, e-commerce transactions, and remote collaboration. At Lau and Col International, personally call Bob Shop buyers to confirm that purchases match the intended product, coordinate deliveries and returns, and follow up through Bob Shop messaging and email. Earlier helpdesk and customer-facing IT roles built strong listening, clear explanation, issue resolution, and service follow-through.

Brings a reliable remote-work record, careful recordkeeping, and the ability to learn new workflows and tools.

Lyrics Curator Specialist (Part-Time, Remote) at Musixmatch (2022-04 – Present)

• Label, validate, and quality-check AI-generated lyrics and music metadata, identifying inconsistencies and applying platform guidelines.
• Support and mentor an international contributor community through Slack with workflow guidance and quality feedback.
• Use proprietary software and established procedures while working independently to meet quality and productivity expectations.

IT Support Administrator at Lau and Col International (2016-04 – Present)

• Handle Bob Shop sales transactions by personally phoning buyers to verify the purchase and confirm the product is correct.
• Coordinate delivery arrangements and returns, keeping buyers informed through Bob Shop messaging and email.
• Respond to customer enquiries by email and provide clear information about products and online listings.
• Manage product uploads, pricing updates, and e-commerce accounts; monitor product performance and competitor pricing and share findings with product owners.
• Coordinate online purchases and courier bookings between buyers and sellers; troubleshoot hardware, software, internet, and peripheral issues and liaise with service providers through resolution.

IT Support Technician at Topsee Electronics Tech Co. Ltd (2013-05 – 2016-01)

• Assisted customers in person and by telephone with technical issues, product questions, and computer problems; explained solutions in a clear, customer-friendly way.
• Diagnosed hardware and software issues, supported online sales, and configured computers, networks, and CCTV systems.
• Guided customers through mobile-device software upgrades and related technical questions.

Head Technician at Matrix Warehouse Computers, Kensington (2011-01 – 2013-01)

• Promoted to Head Technician within 12 months; managed daily workshop operations and customer repair requests.
• Resolved desktop and laptop hardware, software, and connectivity problems; communicated findings, recommendations, quotations, and warranty information to customers.
• Recorded and tracked repair jobs in the Fincon in-house system and coordinated quotations, supplier orders, and warranty matters.
• Improved workshop organisation and service processes to support efficient handling of customer requests.

Network Support Technician at Noe's Networking Centre (2009 – 2010)

• Helped customers with computer problems and basic computing questions; trained customers in Microsoft Office and basic computer skills.
• Maintained computer systems and network connectivity and supported daily Internet café operations.

Computer Technician at Izinyosi Electrical & Electronics (2008 – 2008)

• Provided hardware, software, and networking support to small and medium-sized business customers; diagnosed problems and explained technical findings and solutions.

Help Desk Support Technician at Matrix Warehouse Computers, Alberton (2006 – 2007)

• Handled regular customer telephone calls and provided first-line assistance in a busy computer retail environment, diagnosing computer, printer, and network problems.
• Escalated unresolved issues and maintained accurate repair records in the in-house system.

Diploma in Information Processing – Christian College of Southern Africa (2003)

Certificate in Customer Care – National Railways of Zimbabwe (2001)

GCE Advanced Level Certificate – Dangamvura High School (1995)