Doris Tiwonenji Banda
Lusaka
Summary
Well-qualified Customer Service Assistant, familiar with skills and abilities needed to succeed. Possessing strengths in task prioritization and customer service. Ready to leverage training and experience to take on new professional challenges.
Overview
6
6
years of professional experience
Work History
Customer Service Assistant
National Milling Corporation
01.2024 - Current
- Answers customer questions about product availability and shipment times.
- Maintains a clean and organized work environment to maintain customer safety.
- Collaborates with team members to improve overall customer experience and boost company reputation.
- Developes strong relationships with customers, establishing trust and loyalty through attentive service.
- Manages customer complaints effectively, offering solutions that exceeded expectations.
- Collaborated with other departments to guarantee customer satisfaction.
- Assists customers with product selection, providing detailed information on features and benefits.
- Reduces wait times by efficiently managing multiple tasks simultaneously without compromising quality of service.
- Achieves high levels of accuracy when processing transactions/orders which led to reduced errors and increased customer satisfaction.
- Conducts client and market surveys to identify areas of improvement.
- Gathers and verified data from customers to promote marketing initiatives.
- Analyzes customer feedback to identify areas for improvement.
- Promptly responds to inquiries and requests from prospective customers.
Depot Assistant
National Milling Corporation
05.2022 - 01.2024
- Performs various sales and marketing cashiering tasks
- Sell, receive collect payments from customers, issue receipts for all their purchased products including provision of an excellent customer relations service
- Greet customers when they enter or leave the assigned store ensuring to welcome and answer questions, assist locate items including provision of advisory product knowledge services on selected products ensuring to highlight benefits
- Scan products ensuring pricing is accurate, accept payments and that quantities purchased are correct ensuring sales invoices are issued and purchased items packaged ensuring to balance the cash register on a daily basis
- Ensure proper stock management using FIFO approach i.e
- Inventory control, identify low turn stock, audit stock, track stock levels, check lifespan to avoid expired products, reduce damages ensuring to order when at reorder level
- Resolve customer complaints and if unable escalate to assigned superiors to ensure quick resolutions
- Ensure to provide excellent customer relations experience even when under pressure specifically when dealing with difficult customers, should stay calm to maintain the corporation’s image
Teller
Airtel Money Branch
03.2021 - 04.2022
- Meet sales goals by promoting Airtel products and services in customer interactions
- KYC sim replacement and sim registration
- Responds and assists customers with inquiries and updates
- Promotes and sales Airtel products and financial services
- Welcomes customers and offers pleasant service during entire transaction
- Provides account services to customers by receiving deposits and issuing withdrawals
- Maintaining supply of cash and float
- Balancing numbers at the end of the business day.
Marketing Executive
Four Pillars Lodge
04.2018 - 04.2019
- Planned and organized public relations
- Identified, developed and evaluated marketing strategies based on knowledge of company objectives and market trends
- Determined target audiences for particular products.
Education
Bachelor of Business Administration -
National Institute of Public Administration
Lusaka, Zambia10.2026
Diploma in Business Administration -
National Institute of Public Administration
10.2021
Certificate in Business Administration -
National Institute of Public Administration
10.2019
Computer Certificate in Microsoft Office Suite -
Data Score Training Institute of Technology
05.2014
Sec. School Certificate -
Munali Girls Sec School
11.2013
Skills
- Customer Service
- Understanding Customer Needs
- Product Knowledge
- Customer Data Confidentiality
- Customer Relations
- Sales expertise
- Administrative and Office Support
- Computer Skills
- Shipping procedures understanding
- Customer Relationship Management (CRM)
- Problem Resolution
Awards
- Outstanding performance award in Diploma in Business Administration: National Institute of Public Administration (29th October 2021)
- Certificate of Merit as BEST STUDENT in Diploma in Business Administration: National Institute of Public Administration (29th October 2021)
References
- Peter Kakunka - Sales and Marketing Manager
National Milling Corporation,
0977289477
- Ntamanyile Munungwe - Area Sales Manager
Airtel Zambia PLC,
0978980263
- Innocent Sinzala - Director
Four Pillars Lodge,
0976280869
Timeline
Customer Service Assistant
National Milling Corporation
01.2024 - Current
Depot Assistant
National Milling Corporation
05.2022 - 01.2024
Teller
Airtel Money Branch
03.2021 - 04.2022
Marketing Executive
Four Pillars Lodge
04.2018 - 04.2019
Bachelor of Business Administration -
National Institute of Public Administration
Diploma in Business Administration -
National Institute of Public Administration
Certificate in Business Administration -
National Institute of Public Administration
Computer Certificate in Microsoft Office Suite -
Data Score Training Institute of Technology
Sec. School Certificate -
Munali Girls Sec School
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