1. CURRICULUM VITAE
SIMBARASHE ADMIRE MUNETSI
Flat 202 Manyame court, Eastview Gardens, Eastlea, Harare
263774222204,263772167250 263772366204
Simbarashe.sales@gmail.com
SKILLS
Supervision of Contact Centre and retail operations, customer experience
operations, customer research operations, Sales and marketing operations,
Manufacturing, real estate and property management.
PERSONAL ATTRIBUTES
Visionary, innovative, valuable team player, enthusiastic, willingness to
learn, effective management and organisational ability.
WORK EXPERIENCE
NAME OF COMPANY: Econet Wireless Zimbabwe
CURRENT POSITION: Customer Experience Champion (May 2012 to date)
Responsibilities
 Developing customer experience initiatives that enhance customer retention and
customer loyalty in the organisation.
 Overseeing customer experience operations in all Econet’s Retail outlets and Call
centres.
 Liaising with external customer research consultants on customer experience
survey programs.
 Preparation of monthly Customer Satisfaction Survey reports for the Senior
Management.
 Analysis of the Business’s customer satisfaction ratings (CSR and NPS) and
developing strategies that improve the overall ratings.
 Conducting customer centricity awareness trainings of all the staff on a quarterly
basis.
Achievements
 Successfully established an internal Customer Satisfaction Research
department at Econet Wireless in May 2012 to date. The initiative has proved to
be a cost effective and efficient Customer experience analysis Strategy for the
Business over the Years.
 Pioneered the Customer Experience and Service Champion Strategy which is
comprised of “Super Consultants” in various Retail Centres who act as reference
point on various Products and services.
 Introduced The Visual Merchandising Concept on device displays in May 2013
in all the retail outlets. The concept is enabling well informed consumer buying
decisions and has boosted the device sales by over 85%.
 Designed the EWZ Handset Brochure in August 2013 which is now used in all
the retail outlets, this initiative effectively increased handset sales and staff
product knowledge and enhances customer product knowledge of devices

2. CURRICULUM VITAE
 Member of Econet’s Service Charter Champions Team responsible for staff
training, implementation and monitoring of Econet’s Customer service Charter
sustenance issues.
NAME OF COMPANY: Econet Wireless Zimbabwe
POSITION HELD : Call Centre Shift Leader (Feb 2011-May 2012)
Responsibilities
 Monitoring of shift performance
 Conducting Coaching sessions on all agents to ensure adherence to Service
Quality.
 Preparation of shift performance reports
 Allocation of Skills to agents and maintaining a balance throughout the shift.
 Conducting shift update sessions on shift changeover.
 Monitoring Agents adherence to shift schedules.
 Resolution of escalated queries.
 Preparation of periodic Product Knowledge tests for Agents.
Achievements
 Introduced the Product Parent Strategy comprising selected “Super Agents”
who act as knowledge base for their assigned Products and Services including
researching widely on the issues and sharing with the team.
 Surpassed the set Call Success Rate (CSR) targets of 95%-HVC and 85%-MVC
in most of the shifts that I supervised and maintained a smooth shift changeover
at all times.
NAME OF COMPANY: Econet Wireless Zimbabwe
POSITION HELD : Call Center operator (July 2010-Feb 2011)
Responsibilities
 Identifying and meeting telephonic customer needs within the company's set
standards.
 Providing sales expertise and giving advice on various products to customers in
line with company policy.
 Trouble shooting and resolving customer queries within customer centric
turnaround times.
 Adhering to Shift Schedules
Achievements
 Attained and surpassed the set shift target in most shifts.
 Awarded an Excellence Service Award in November 2010
 Selected into the Call Centre Broadband Specialists Team responsible for
providing Internet related technical assistance.
NAME OF COMPANY: Panache Enterprises (Protective Clothing)
POSITION HELD : Sales and Marketing Manager (Feb 2009-Jun
2010)

3. CURRICULUM VITAE
RESPONSIBILITIES
 Managed the sales administration function and advising senior management on
maximising business relationships and creating an environment where customer
service can flourish.
 Managed, led and motivated the sales team into surpassing Sales targets.
 Developed a business plan on sales, revenue and expense controls of the
business.
 Monitored the performance of the sales team by establishing a system of reports
and communications involving sales reports, cyclical sales meetings.
 Developing the Monthly and Quarterly sales strategies for the team.
 Sustained rapport with key accounts by making periodic visits and exploring
specific market needs
Achievements
 Grew the company’s business and won large tenders to supply protective clothing
and corporate wear to reputable corporates like: Dairibord Zimbabwe, NTS, NRZ,
and Graniteside Chemicals.
NAME OF COMPANY: Pinnacle Property Holdings (Real Estate)
POSITION HELD : Product Development Specialist (Jun 2006-Jan
2010)
RESPONSIBILITIES
 Coordinated with construction and marketing teams in new project development
activities in line with The Real Estate guidelines.
 Developed product enhancements and identified new business opportunities in
the Real Estate Industry.
 Supported The Marketing team in developing sales and marketing strategies for
the real estate products.
 Conducted product and sales trainings to the marketing team.
 Performed marketing campaigns, Roadshows and other promotional activities.
NAME OF COMPANY: Edgars Stores PVT Ltd (Clothing Retailer)
POSITION HELD : Sales Consultant (March 2005- May 2006)
RESPONSIBILITIES
 Identified and met customer needs within the company's set standards
 Provided sales expertise and giving advice on various products to customers in
line with company policy.
 Resolved customer queries within customer centric turnaround times.
 Archived and surpassed sales targets.
NAME OF COMPANY: OK Zimbabwe PVT Ltd (Retail)
POSITION HELD : Cashier (Feb 2003-Feb 2005)
RESPONSIBILITIES
 Handled cash from till point sales
 Performed daily banking activities
 Prevented loss and kept accurate records of cash transactions.

4. CURRICULUM VITAE
 Provided sales and high quality customer service to all clients.
EDUCATION AND TRAINING
 BBA Degree in Marketing (IMM) Oct 2012, Graduate School of Marketing, S.A
 Diploma in Marketing (IMM) Oct 2008, Graduate School of Marketing, S.A
 NFC Bookkeeping, Dec 2002, Ministry of Higher Education, Zimbabwe (HEXCO)
 O and A levels (2001-2004), Vainona High School, Zimbabwe.
PERSONAL INTERESTS
 Professional networking, Digital photography, Web based Research and travelling.
REFEREES
 Mr R Nelson- Retail Support Manager- Econet Wireless-0772222677
 Mr R Marikano-Property Management Entrepreneur-0772280280
 Mrs Mashungupa- Branch Manager -Edgars Stores-0772261296