Dillan Mzila
Beitbridge
Summary
Dynamic professional with a proven track record in customer service and problem resolution, honed at Zimborders LA Frontiere Group. Excelled in fostering customer loyalty through empathetic engagement and effective complaint resolution. Skilled in Microsoft Office Suite, demonstrating outstanding communication. Achieved significant improvements in customer satisfaction and team development.
Offering strong interpersonal skills and positive attitude, eager to learn and develop in customer-focused environment. Brings solid foundation in communication and problem-solving. Ready to use and develop organizational and multitasking abilities in any department that suits me within your organization.
Overview
2
2
years of professional experience
Work History
Customer Service Agent ( Tourism Department)
Zimborders LA Frontiere Group ( Zimbabwe -South Af
Zimbabwe
06.2024 - Current
- -manage information desks, booths.
-distribute maps, brochures, and other tourism materials.
-process and respond to customer feedback and surveys.
-update knowledge on border procedures, tourism offerings, and local events. - Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Tour Guide
Shearwater Adventures
Lake Chivero
02.2023 - 06.2024
- Built personal relationships with guests to promote positive experiences.
- Facilitated memorable experiences for diverse groups by tailoring presentations to cater to different age groups, cultural backgrounds, and language abilities.
- Worked collaboratively with team members to develop innovative strategies for improving overall tour quality and visitor satisfaction.
- Ensured timely departures and arrivals by strictly adhering to schedules while remaining flexible enough to accommodate unforeseen circumstances or special requests from guests.
- Driving guests to their respective places of accommodation and assisting the front office with checking them in.
- Game drives, game identification and education
•Guided bird viewing walks in the park
•Game counting - Working with Ecological department of National Parks
•Making roads/ fire guards
•Sharing on African Culture and Tradition
Restaurant Waiter
Vhembe Baobab Restaurant
Beitbridge, Zimbabwe
08.2022 - 02.2023
- Maintained clean and organized dining areas for optimal guest experience.
- Cultivated warm relationships with regular customers.
- Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
- Answered customers' questions, recommended items, and recorded order information
- greet and welcome all customers that enter Vhembe Baobab restaurant.
Education
National Certificate in Tourism - Tourism And Hospitality
University of Zimbabwe
Harare, Zimbabwe06-2022
High School Diploma -
Rio Tinto Zhombe High
Kwekwe, Zimbabwe11-2021
Skills
- Customer Service
- Problem Resolution
- Outstanding communication skills
- Call center experience
- Customer Relations
- Customer Complaint Resolution
- Empathetic and genuine
- File Management
- Microsoft Office Suite proficiency
- Call Control
- Payment Processing
- Upselling
- Customer Focus
- Typing Speed
- Computer Proficiency
- Team Development
- Critical Thinking
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- won the best Customer Service Agent at Zimborders in the month of October 2024
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Languages
shona, zulu
Native language
English
Proficient
C2
Additional Information
References
Zimborders LA Frontiere Group
General Manager.
Nqobile Ncube
contact: +263 772 260 725
Service manager
Richman Matsikidze
Contact: +263 775 620 026
Shearwater Adventures
Takudzwa Mutasa
contact: +263 771 144 543
reading and traveling
reading
-knowledge acquisition and personal growth
-improved vocabulary and communications skills
-escapism and entertainement
Favorite Genre
Fiction, Mystery and thriller.
poetry and classics
travelling
cultural immersion and understanding
personal growth and self-discovery
networking and meeting new people
Date of Birth
28 November 2002
Timeline
Customer Service Agent ( Tourism Department)
Zimborders LA Frontiere Group ( Zimbabwe -South Af
06.2024 - Current
Tour Guide
Shearwater Adventures
02.2023 - 06.2024
Restaurant Waiter
Vhembe Baobab Restaurant
08.2022 - 02.2023
National Certificate in Tourism - Tourism And Hospitality
University of Zimbabwe
High School Diploma -
Rio Tinto Zhombe High