Ann Bwalya Mulenga
Lusaka
Summary
An individual with the zeal for customer service, always hoping to gain a smile and leave a positive print during every interaction with passengers. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
Work History
Cabin Crew Coordinator
Zambia Airways (2014) Ltd
- Engage procurement on cabin supplies
- Make Orders for snacks and water for upcoming flights
- Ensure catering consumed numbers are tabulated for reports
- Prepare and send monthly catering report
- Communicate with other departments on behalf of cabin crew members
- Send Flight reports to Supervisor.
Cabin Crew
Zambia Airways (2014) Ltd
12.2021 - Current
- Providing friendly customer service
- Following safety procedures as per SOP and ensuring safety compliance by passengers aboard the Aircraft
- Pre-Flight Safety, Security and Service checks
- Passenger briefing regarding emergency exits
- Performing Pre-flight, Pre-Board, Boarding duties
- Welcoming passengers as they board and biding them farewell as they disembark
- Responsible for catering orders for the flights and submitting catering reports
- Proper communications and coordination with flight crew members
- Working as a team to ensure safe completion of a flight.
Supervisor
Unicaf University
04.2018 - 08.2019
- Supervising day to day-to-day activities in the call centre department
- Attend local management meetings to give update from the call centre department
- Take meeting minutes (secretary from May 2018 to May 2019)
- Responsible for proper operation of workstations in the call centre
- Assisting with development of strategies to increase overall productivity
- Hold brief morning meetings to address issues, motivate the team and get general feedback from the advisers
- Effectively give instructions from headquarters and ensure they are implemented
- Monitor the work of all advisers individually to ensure tasks are completed and targets are met
- Work with low performing advisers to assist them improve performance and meet their targets
- Ensure advisers understand and comply with all call centre objectives, performance standards and policies
- Prepare daily, weekly and monthly reports pertaining to performance
- Make outbound calls to potential students
- Assist student advisers with difficult queries/issues
- Resolve grievances in the call centre
- Working closely with the marketing team on developing strategies and campaigns to increase number of students
- Review all applications to ensure all documents and information provided is correct before submitting to the admissions department
- Liaise with the academic's department to ensure smooth transition of applicants to student.
Student Adviser
Unicaf University
03.2017 - 04.2018
- Managing all applications assigned to me by creating rapport with leads from various countries
- Meet daily call target of 120 calls and monthly targets of 4 registrations, 7 application fees and 10 offer letters
- Assist applicants choose programmes in line with their qualifications and interest
- Providing accurate information to applicants regarding the University, its programs and fee structure
- Process applications to admissions department
- Comprehensive knowledge and implementation of training material
- Updating SIS system as recommended after every call or Incoming email
- Effectively communicate and negotiate with applicants
- Constructive relationship with the supervisor
- Effective time management and communication with internal department’s i.e
- Academics, admissions, marketing, operations etc.
Education
Diploma in Business Administration -
National Institute of Public Administration
ABE Level 4 -
Zambia Institute of Business College Trust
Cabin Crew Training Certificate -
Ethiopian Aviation Academy
12.2019
Skills
- Fast learner
- Customer-centric
- Ability to supervise and delegate
- Team player
- Proper time and priority management
- Ability to organize own work whilst under pressure
- Attentive and observant
- Excellent grammar and writing skills
- Exceptional attention to details
- Great interpersonal skills
References
- Dioma Mwenya, HR UNICAF University, 260 97 8960200, mwenyadioma@outlook.com
- Pro. Mpazi Sinjela, Vice Chancellor, 260 97 855550, m.sinjela@zambia.unicaf.org
- Mr. Richard Mwape, Financial Officer, 260 97 7408125, Mwape.richard@yahoo.com
Timeline
Cabin Crew
Zambia Airways (2014) Ltd
12.2021 - Current
Supervisor
Unicaf University
04.2018 - 08.2019
Student Adviser
Unicaf University
03.2017 - 04.2018
Cabin Crew Coordinator
Zambia Airways (2014) Ltd
Diploma in Business Administration -
National Institute of Public Administration
ABE Level 4 -
Zambia Institute of Business College Trust
Cabin Crew Training Certificate -
Ethiopian Aviation Academy
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