Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Brenda Njeleka

Lusaka

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in Type industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

5
5
years of professional experience

Work History

Customer Service Representative

Zesco
06.2019 - 04.2020
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Customer Service Executive

Mtn
03.2015 - 09.2017
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
  • Boosted customer retention rates by providing exceptional service and building rapport with clients.
  • Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
  • Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
  • Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
  • Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
  • Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
  • Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
  • Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
  • Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
  • Monitored key performance indicators to ensure continuous improvement in service quality.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Streamlined communication channels for improved efficiency in handling customer concerns.
  • Coached and mentored junior team members, contributing to their professional growth and development.
  • Organized training sessions focused on enhancing team members'' product knowledge and problem-solving abilities.
  • Evaluated interactions between associates and customers to assess personnel performance.
  • Employed comprehensive benchmarks to establish and monitor customer service standards.

Education

Business Management - School of Business

The University of Zambia
Lusaka,zambia

Public Relations And Marketing - Public Relations And Organizational Communication

National Institute of Public Administration
Lusaka,zambia
09.2012

Skills

  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Customer Relations
  • Data Entry
  • Problem Resolution
  • Call center experience
  • Computer Proficiency
  • Conflict Resolution
  • Complaint Handling
  • Money handling abilities
  • Complaint resolution
  • Payment Processing

Timeline

Customer Service Representative

Zesco
06.2019 - 04.2020

Customer Service Executive

Mtn
03.2015 - 09.2017

Business Management - School of Business

The University of Zambia

Public Relations And Marketing - Public Relations And Organizational Communication

National Institute of Public Administration
Brenda Njeleka