Collins Sakala
Lusaka
Summary
Experienced professional in public administration and humanitarian assistance, with a background in project management. Skilled in handling inquiries, providing compassionate support, and communicating effectively with stakeholders. Holds a Master's degree in Business Administration and certifications in SPSS, Monitoring and Evaluation, SIYB training, and Microsoft Office. Dedicated to promoting human rights and making a positive impact.
Overview
9
9
years of professional experience
Work History
Call Centre Assistant
United Nations High Commissioner for Refugees (UNHCR)
2021.01 - 2024.03
- Handled inquiries and aided individuals contacting UNHCR call centre
- Ensured clear and empathetic communication to address concerns and provide support
- Collaborated with team members to ensure effective customer service delivery
- Provided guidance to callers on refugee registration, resettlement, protection, legal aid, and humanitarian assistance
- Recorded detailed information about each inquiry and assistance provided for monitoring and accountability
- Referred cases requiring specialized support to appropriate UNHCR offices, partners, or government agencies
- Maintained up-to-date knowledge on UNHCR policies, procedures, and operations to provide accurate information
- Displayed cultural awareness, sensitivity, and respect for vulnerable and displaced populations.
Field Monitor
United Nations High Commissioner for Refugees (UNHCR)
2017.01 - 2021.01
- Conducted monthly assessments across 5 refugee camps, formulating comprehensive protection plans targeting risks associated with SGBV, child protection, and other pertinent issues
- Advocated for refugee rights by actively participating in regular community meetings and engaging with local authorities and police to foster awareness and support
- Provided dedicated case management for over 600 vulnerable individuals, including Unaccompanied Asylum-Seeking Children (UASC), survivors of SGBV, and individuals with disabilities
- Designed and conducted impactful training sessions on international protection standards, reaching 120+ government officials and members of the host community
- Utilized surveys and data analysis to identify critical gaps in youth education and livelihoods, contributing to evidence-based decision-making
- Proposed strategic recommendations that resulted in a 12% increase in education enrolment and a significant 23% rise in funding for livelihood initiatives
- Actively supported programming initiatives focusing on early childhood development, adolescent girls, and women's empowerment within the refugee context
- Collaborated with diverse stakeholders to implement and monitor community-driven projects, ensuring alignment with established goals and objectives
- Played a pivotal role in the development and implementation of protection strategies, with a focus on creating a safe environment for vulnerable populations
- Established and maintained robust Monitoring and Evaluation frameworks, ensuring the effective measurement of program impact and the continuous improvement of interventions.
Monitoring & Evaluation Officer
UNHCR/MALI Livelihoods Project
2015.01 - 2017.01
- Developed poultry farming and soap making cooperatives increasing incomes 35% through market linkages
- Managed $180K+ budget for entire project lifecycle
- Maintained detailed financial records
- Provided entrepreneurship and business management training for 300+ refugees
- Designed M&E frameworks tracking program efficacy, beneficiary outcomes, and impact
- Analysed data, identified challenges, and recommended solutions to improve project performance
- Networked with private sector partners to facilitate market access
- Grew product sales by 65%
- Reported program results and best practices to UNHCR and stakeholders through written reports.
Intern
Protection Unit
2014.01
- Supported refugee status determination through interview transcriptions
- Assisted with resettlement case preparation and follow-up
- Attended protection meetings and prepared minutes
- Researched country of origin information for use in RSD
- Supported community-based protection through participation in events.
Education
Master of Business Administration -
Texila American University
01.2020
Bachelor of Arts in Public Administration and Psychology -
University of Zambia
01.2013
Skills
- Data collection, research, and detailed report writing.
- Budgeting, financial planning, and expenditure tracking
- Excellent communication, presentation, and interpersonal abilities
- Fluent in English, Bemba, and French
- Proficient in MS Office (Excel, Word, PowerPoint, Outlook)
References
- Mr. Erol Arduc, UNHCR, Country Representative (UNHCR Belarus), arduce@unhcr.org
- Ms. Susan Shanzi, UNHCR, Protection Associate (UNHCR Zambia), shanzi@unhcr.org, 0978980930
- Ms. Lenny Cottan, UNHCR, HR Associate (UNHCR Zambia), cottan@unhcr.org, 0975873824
Timeline
Call Centre Assistant
United Nations High Commissioner for Refugees (UNHCR)
2021.01 - 2024.03
Field Monitor
United Nations High Commissioner for Refugees (UNHCR)
2017.01 - 2021.01
Monitoring & Evaluation Officer
UNHCR/MALI Livelihoods Project
2015.01 - 2017.01
Intern
Protection Unit
2014.01
Master of Business Administration -
Texila American University
Bachelor of Arts in Public Administration and Psychology -
University of Zambia
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