ANNETY NANCY MULENGA
Luanshya
Summary
Motivated professional with extensive experience in customer service operations management and financial services across telecommunications, hospitality, and banking sectors in Zambia and Russia. Demonstrates strong problem-solving abilities and a customer-centric approach, with a proven capacity to quickly acquire and apply new knowledge. Multilingual proficiency in English, Bemba, Nyanja, and Russian enhances communication and interpersonal skills. Committed to leveraging expertise in a challenging role that fosters professional growth.
Overview
4
4
years of professional experience
Work History
Economic Establishment Census
Zambia statistics Agency
kitwe, zambia
09.2025 - 11.2025
- Conducted surveys to gather data from households, businesses, and other respondents.
Managed fieldwork activities by supervising enumerators and ensuring data quality.
Administered questionnaires while clarifying questions for respondent understanding.
Ensured accuracy and completeness of collected data by identifying errors or inconsistencies.
Built rapport with respondents to encourage participation in surveys.
Submitted reports on fieldwork progress, data quality, and encountered challenges.
Collaborated with teams, including data analysts and researchers, to meet survey objectives.
Customer Sales Support
MTN Zambia
01.2023 - 04.2025
- Respond to walk-in customer needs and problems relating to sim cards, phones, or any other service complaint.
- Deactivate/reactivate stolen or recovered sim cards within the set SLAs.
- Replace/maintain numbers for prepaid walk-in customers.
- Apply product knowledge to match the company's products with clients' needs and requirements, and resolve complaints end-to-end.
- Maintain up-to-date literature on company products, sales aids, and price lists to provide current information to clients.
- Keep abreast of developments in the area of expertise and perform to the highest ethical and professional standards.
- Volunteer and carry out any other related duties assigned to broaden knowledge.
- Create strategies to retain clients, such as staying in contact and remaining available to assist or provide service.
Manager Trainee
Golden Age Lodge
Luanshya
10.2022 - 01.2023
- Managed and handled day-to-day running of the Lodge.
- Delegated and supervised workers.
- Welcomed and directed customers to their respective rooms.
Intern
PLC Ros bank
Tambov, Russia
05.2022 - 06.2022
- Facilitated transactions and assisted customers with deposits efficiently.
- Processed refund requests to ensure customer satisfaction.
- Supported account registrations for new clients.
- Provided credit and debit cards to enhance customer access.
Education
Bachelor of Art Degree - Economics: Finance and Credit
Tambov State University
Russian Federation01.2022
Bachelor of Art Degree - Human Resource Management
Tambov State University
Russian Federation01.2022
Certificate - Russian language
Tambov State University
Russian Federation01.2018
School Certificate -
Examinations Council of Zambia
Zambia01.2015
Skills
- Product knowledge
- Customer support and complaint resolution
- Sales strategies and client retention
- Relationship management
- Problem solving
- Time management
- Attention to detail
- Effective communication
- Decision-making
- Adaptability
- Active listening
- Customer relations
- Service complaint handling
- Customer relationship management
- Sales support strategy
- Financial reporting
- Account reconciliation and analysis
- Analytical and critical thinking
- Spreadsheet proficiency
- Critical thinking
- Team collaboration
- Administrative support
- Cash flow management and analysis
- Flexible and adaptable
- Organizational skills
Personal Information
- Date of Birth: 02/14/97
- Gender: Female
- NRC No.: 378021/43/1
References
- Oksana Nikolaevna, Lecturer, Tambov State University, +7 920 232-19-35, Optmb@yandex.ru
- Mr. Derick Mulenga, Golden Age Lodge, Luanshya, +260966348801, derrick.mulenga@yahoo.com
- Mutanga Jambo, MTN kabwe service, +260762200020
- Mr. Eisha Mweso, Kasama Girls Secondary School, +260978343732
Timeline
Economic Establishment Census
Zambia statistics Agency
09.2025 - 11.2025
Customer Sales Support
MTN Zambia
01.2023 - 04.2025
Manager Trainee
Golden Age Lodge
10.2022 - 01.2023
Intern
PLC Ros bank
05.2022 - 06.2022
Bachelor of Art Degree - Economics: Finance and Credit
Tambov State University
Bachelor of Art Degree - Human Resource Management
Tambov State University
Certificate - Russian language
Tambov State University
School Certificate -
Examinations Council of Zambia