Open To Work
Anna Chabala
Customer service representative
Lusaka,09
Summary
Dynamic and results-driven professional with a proven ability to adapt to diverse roles and responsibilities. Skilled in administrative support, project coordination, customer service, digital tools. Recognized for strong organizational abilities, problem-solving mindset, and excellent communication skills. Adept at building relationships, streamlining processes, and delivering high-quality work under pressure. Brings a unique combination of creativity and analytical thinking, technical knowledge and client-facing experience, to drive efficiency and add value to every team. Professional administrative specialist ready to enhance operational efficiency and client satisfaction. Proven track record in managing schedules, organizing digital files, and handling customer inquiries with precision. Known for collaboration, reliability, and flexibility in dynamic environments, with expertise in time management and communication. Diligent customer service representative with strong foundation in administrative support and client communication. Successfully managed schedules, handled correspondence, and coordinated virtual meetings for diverse clients. Demonstrated efficiency and problem-solving skills through task prioritization and adaptability. Diligent vrtual assistant with strong foundation in administrative support and client communication. Successfully managed schedules, handled correspondence, and coordinated virtual meetings for diverse clients. Demonstrated efficiency and problem-solving skills through task prioritization and adaptability. Highly skilled virtual professional with solid foundation in administrative support and digital communication. Adept at managing schedules, handling correspondence, and coordinating projects to drive efficiency and outcomes. Strong focus on collaboration and adaptability, ensuring seamless team dynamics and responsiveness to evolving needs. Demonstrates excellence in multitasking, problem-solving, and utilizing technology to optimize workflow. Experienced with client coordination, task management, and digital organization. Utilizes advanced scheduling systems and communication tools to streamline workflows. Knowledge of virtual collaboration platforms and maintaining client confidentiality.
Overview
5
5
years of professional experience
Work History
Remote Virtual Assistant
El Pando Pte Ltd
06.2025 - Current
- Managed calendar scheduling and appointment coordination for multiple executives.
- Provided administrative support including document preparation and data entry tasks.
- Assisted in the management of email correspondence, ensuring timely responses.
- Maintained organization of digital files and records for improved accessibility.
- Prepared meeting agendas and took detailed notes during discussions for follow-up action items.
- Coordinated travel arrangements and itineraries to optimize executive schedules.
- Developed standard operating procedures to streamline routine office tasks and enhance efficiency.
- Trained new team members on software tools and internal processes to ensure consistency in operations.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
Receptionist
Lifestyle Gym
07.2023 - 09.2025
- Managing daily administrative tasks and streamlining processes to ensure efficient operations.
- Handling cash transactions, processing payments, and maintaining cash drawer accuracy.
- Greeting visitors, answering phone calls, and running errands while maintaining professional composure.
- Welcomed visitors and managed phone inquiries, consistently providing professional and courteous service.
- Coordinated errands and logistical support, contributing to a seamless office environment.
- Executed cash transactions and processed payments while ensuring 100% accuracy in cash drawer management.
- Fostered a positive workplace atmosphere through effective visitor engagement and assistance.
- Managed front desk operations, ensuring efficient check-in and check-out procedures for members.
- Coordinated gym schedules, optimizing class availability and instructor assignments for maximum engagement.
- Developed strong member relationships, addressing inquiries and resolving issues promptly.
- Trained new reception staff on operational protocols and customer service standards.
- Maintained accurate membership records using gym management software to ensure data integrity.
- Assisted in marketing initiatives by promoting gym events through social media channels and newsletters.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
Customer Service Representative
DSTV Multichoice
03.2021 - 06.2023
- Answer incoming calls and respond to customers emails.
- Management and resolve customer complaints.
- Sell products and place customer orders in the computer system.
- Collaborated with cross-functional teams to enhance product knowledge, resulting in improved sales pitches.
- Monitored customer feedback to identify trends and inform product improvements.
- Participated in weekly sales meetings, sharing insights that drove strategic changes in customer engagement.
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Collaborated with team members to streamline service processes and improve response times.
- Trained new representatives on systems and procedures, fostering a knowledgeable workforce.
- Managed escalated issues effectively, ensuring timely resolutions and maintaining client relationships.
- Analyzed customer feedback to identify trends and recommend improvements in service delivery.
- Implemented strategies to reduce call handling time while maintaining quality standards.
- Led initiatives for service excellence, resulting in increased positive feedback from customers.
- Developed training materials to enhance team performance and operational efficiency across departments.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
Agent - Call Centre
Isoni Experience
12.2019 - 01.2021
- Answer incoming calls and respond to customers emails
- Management and resolve customer complaints.
- Sell products and place customer orders in the computer system.
- Resolved customer complaints promptly, improving satisfaction ratings by 90%.
- Executed product sales and accurately processed customer orders in the computer system, achieving a sales increase of 75%.
- Developed strong customer relationships through effective communication and problem-solving.
- Utilized CRM software to track customer interactions, resulting in improved follow-up efficiency.
- Promoted new product offerings to customers, resulting in an increase in upsell opportunities by 100%.
- Maintained accurate records of customer interactions and transactions, ensuring data integrity.
- Led initiatives to optimize workflows, resulting in enhanced operational efficiency within the team.
- Conducted regular performance assessments to provide constructive feedback and drive continuous improvement among staff.
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Piloted customer loyalty program, resulting in increased repeat business.
- Prepared and presented contracts and other legal documents to clients.
- Negotiated contracts with buyers and sellers to maximize customer savings.
- Leveraged market knowledge and analysis to provide guidance and advice on best options for clients.
- Established positive flow of communication with agents, clients, attorneys and personnel involved in closing transactions.
Receptionist
Chita Lodge and Tours
11.2016 - 10.2018
- Handling all cash transactions, posting of bills, receiving all incoming and reservation calls, and ensuring a positive customer experience.
- Managed front desk operations, ensuring efficient check-in and check-out procedures for members.
- Responded to inquiries from callers seeking information.
- Improved data privacy compliance with meticulous management of sensitive information.
- Supported company correspondence by drafting and distributing memos and emails.
- Supported HR activities by assisting with recruitment process, including scheduling interviews and organizing candidate information.
- Helped office staff prepare reports and presentations for internal or client-related use.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Organized, maintained and updated information in computer databases.
- Improved office organization with meticulous management of appointment scheduling and client databases.
- Improved workflow by introducing more efficient document handling and organization practices.
Receptionist - Front Desk
T.S Tyres
01.2013 - 05.2016
- Attending to all client enquiries, demonstrating and presenting products to clients, and managing both incoming and outgoing calls.
- Managed front desk operations, ensuring a welcoming environment for customers and visitors.
- Coordinated appointment scheduling, optimizing staff availability and customer satisfaction.
- Maintained accurate records of customer interactions and service requests in database systems.
- Assisted with inventory management, tracking supplies and placing orders as needed.
- Trained new reception staff on policies, procedures, and customer service standards.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Developed strong relationships with clients through effective communication and follow-up strategies.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
Education
Some College (No Degree) - Virtual Assistant
Allison
UkHigh School Diploma -
Hillcrest Technical School
Lusaka, 0901.2013
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Flexible and adaptable
- Dependable and responsible
- Multitasking
Data entry
Microsoft office
CRM management
Calendar management
Social media updating
Document preparation
Meeting scheduling
File organization
Travel planning
Event planning
Travel arrangements
Expense tracking
Transcription services
Database maintenance
Issue research
Report generation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Intermediate (B1)
Timeline
Remote Virtual Assistant
El Pando Pte Ltd
06.2025 - Current
Receptionist
Lifestyle Gym
07.2023 - 09.2025
Customer Service Representative
DSTV Multichoice
03.2021 - 06.2023
Agent - Call Centre
Isoni Experience
12.2019 - 01.2021
Receptionist
Chita Lodge and Tours
11.2016 - 10.2018
Receptionist - Front Desk
T.S Tyres
01.2013 - 05.2016
Some College (No Degree) - Virtual Assistant
Allison
High School Diploma -
Hillcrest Technical School