Bwalya Chintelelwe
Lusaka
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
3
3
years of professional experience
Work History
Head Customer Service Representative
Daggo Africa Limited
02.2023 - 09.2023
- Handled customer interactions
- Ensured all new admission call activities are in accordance to set guidelines
- Shared best practices and knowledge with colleagues and teams helping achieve the sales targets
- Ensured appropriate collection procedure maintaining the customer service focus
- Overcame clients objections/rejections to company products and convinced them
- Answered calls professionally providing complete information about products, take/order cancels or obtain details about complaints
- Followed up ensuring relevant actions were taken on clients complaints
- Managed to keep records of customer interactions, transactions, complaints, comments as well as actions taken, process orders, forms and applications.
- Improved team efficiency with ongoing training initiatives and regular performance evaluations.
- Developed strong relationships with key clients, leading to increased loyalty and repeat business.
- Collaborated with other departments for seamless coordination of customer service efforts.
- Contributed to company growth by consistently meeting or exceeding sales targets through exceptional customer interactions.
- Mentored junior staff members, fostering a positive work environment and promoting professional development.
- Analyzed data trends to identify areas for improvement in both individual and team performance metrics.
- Managed high-volume call center operations, ensuring efficient handling of customer inquiries and concerns.
E-commerce Executive
Walter genius
01.2022 - 06.2022
- Identified and evaluated opportunities improving the process and customer experience
- Assisted the sales team for incoming requests for new services
- Analyzed customer needs and made arrangements adhering to company policies
- Handled escalated and upset calls, maintained and updated the outbound call reports
- Handle and maintain client accounts
- Handle departments petty cash
- Prepare the monthly sales report.
- Analyzed e-commerce data to identify trends, making informed decisions for inventory management and pricing adjustments.
- Streamlined order fulfillment processes, reducing shipping times and increasing customer satisfaction ratings.
- Coordinated special promotions during seasonal events or holidays, driving additional revenue for the business.
OFFICE ASSISTANT
NATSAVE
02.2021 - 05.2021
- Provided customer service and account management support services
- Handled incoming questions from the clients
- Managed to solve their complaints regarding their bank accounts and bank services
- Ensured timely follow up and optimized bank systems
- Provided feedback of the customers to the management for improving the services
- Resolved issues from guests reviews and took appropriate actions accordingly.
- Managed daily data entry and kept clerical information accurate and up-to-date.
- Collaborated with various departments to complete assigned tasks.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
Education
Diploma in Human resource management -
Mindolo ecumenical foundation
01.2021
Skills
- Compliance Issues
- Performance Management
- Administration Functions
- Strong Work Ethics
- MS Office
- Computer Assisted Design (CAD)
- Call and email handling
- Customer account management
- Excellent Communication
- Active Listening
- Time Management
- Adaptability
- Multitasking
Timeline
Head Customer Service Representative
Daggo Africa Limited
02.2023 - 09.2023
E-commerce Executive
Walter genius
01.2022 - 06.2022
OFFICE ASSISTANT
NATSAVE
02.2021 - 05.2021
Diploma in Human resource management -
Mindolo ecumenical foundation
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