CHANDA LENAH MONDOKA
CM Innovations Ltd
Lusaka
Work Preference
Job Search Status:
Open to work
Desired Job Title
Customer Service ManagerKey Account ManagerAdministrative Coordinator
Work Type
Part TimeContract WorkSeasonal WorkFull TimeConsultingGig Work
Location Preference
HybridRemoteOn-Site
Location:
Lusaka, ZambiaAmericaEuropeUKAfrica
Open to relocation:
Yes
Minimum Desired Compensation
ZK245000/yr
1
Certification
13
Years of experience
Versatile professional with 10+ years’ experience in key account management, creative design, event management. Known for driving client satisfaction, business growth, delivering standout experiences. With an objective to leverage my expertise in customer account management and creative direction to drive business growth and deliver exceptional work.
Work History
Customer Account & Creative Designer
3 Years 2 Months- Creative lead and client manager for premium events, combining design strategy with client relations to deliver standout, customized experience in Zambia’s high end-market.
- Managed client accounts and drove engagement, achieving 25% annual sales growth
- Oversee budgets (ZMW 50,000 - 200,00) with 10% contingency planning and 99% on-time delivery.
- Oversee budgets (ZMW 50,000 - 200,000) with 10% contingency planning and 99% on-time delivery.
- Champion eco-friendly practices and branding strategies, boosting client satisfaction by 30%
- Led and mentored 15-member team, enhancing team efficiency and morale by 30%
- KEY ACHIEVEMENTS
- Led concept creation from brief interpretation through final production.
- Developed brand-aligned visuals for digital, print, and campaign assets.
Key Account Manager-Sales Executive
8 Months- Results driven Key Account Manager skilled in up-selling, client relationship management, full sales cycle execution. Adept at driving revenue growth, identifying new opportunities fostering customer loyalty in fast paced environments.
- Role Summary
- KEY ACHIEVEMENTS
- Expanded client base by 25% within 9 months via proactive lead generation and networking
- Met monthly sales targets by 10% through strategic account management
- Negotiated and secured multiple high-value contracts, enhancing overall revenue
- Decreased customer complaints by enhancing post-sale service responsiveness and resolution time.
Freelance Volunteer
2 Years 1 Month- Collection & Drives: Help set up, promote, and manage drop-off points or community fundraising events (such as aerobics or charity sports days) to collect disposable or reusable sanitary pad donations.
- Inventory & Sorting: Receive, inspect, count, and pack donated sanitary hygiene products into individual student care packs.
- Community Outreach: Travel to partner rural schools (such as in the Chongwe district) to assist during distribution events and mentorship
- Support: Assist project leads in sharing basic, stigma-free personal hygiene tips and encouraging education continuity for young
- Share campaign messages and updates via social media or community networks to inspire more well-wishers to donate.
- Assisted with special events and programs.
- Used strong interpersonal communication skills to convey information to others.
- Coordinated volunteer activities, aligning schedules, assignments, and coverage with community needs.
- Coordinated with different service providers to meet clients' individual needs.
- Led group discussions and activities to meet different community needs.
- Fostered sense of community, organizing neighborhood gatherings.
Voluntary Recruitment & Selection Coordinator
1 Year 11 Months- The Recruitment & Selection Coordinator role serves as the main liaison between the Center and prospective participants in Zambia.
- Mobilized alumni to support application review processes
- Conducted in-country security clearances using the US government SAM database
- Organized pre-departure orientations to equip participants for successful program engagement
- Managed volunteer schedules to ensure consistent coverage of key roles
- Led fundraising campaigns for community initiatives including book, sanitary pad, clothing and food donations
- Collaborated with leadership to define volunteer mission and establish standards
- Built and maintained partnerships with local organizations to expand volunteer opportunities
- Created and maintained online portal for streamlined registration and posting
- Coordinated volunteer appreciation events and recognition programs
- Matched volunteers with activities aligned to their skills and programs
- Developed a comprehensive volunteer handbook detailing roles and responsibilities
- Facilitated volunteer meetings to provide feedback and foster continuous improvements
- Provided overview of responsibilities and expectations for the position.
Customer Account Manager
8 Years- Managed customer accounts, ensuring service excellence and timely issue resolution through cross-functional team coordination.
- Managed and maintained customer accounts, ensuring high levels of service delivery and satisfaction
- Addressed client inquiries and complaints, ensuring resolutions met company SLAs.
- Used CRM and ERP systems to manage account records, orders and inventory
- Partnered with sales, finance and operations teams to align services with business goals
- Monitored campaign performance and recommended improvements for customer engagement
- Oversaw invoicing, billing accuracy, and collections on outstanding accounts
- Analyzed customer data to identify needs, drive up-selling and improve retention
- Retained 75% of the customer base through proactive relationship management
- Increased upsells by 10% quarterly and customer satisfaction by 50%
- Reduced debtor aging by 50% annually
- Generated an additional $5,000/year in revenue through value added services
- Cut cancellation rates by 5% quarterly with retention strategies
- Developed client service procedures that aligned with SLA standards, enhancing service delivery.
Education
Bachelor of Arts - Mass Communication & Public Relations
Associate of Science - Human Resources Management
Certified Enhanced Sales & Customer Service - Public Relations & Sales
Skills
Customer and client relations
Creative project management
Budget analysis
Process management
Microsoft Excel
Excel proficiency
Contract negotiation
Client relations
Spreadsheet analysis
Contract management
Workflow optimization
Pricing strategy
Certification
Certified Customer Experience Practitioner || Chartered Institute of Customer Management, Certified Event Planner || Certificate Advanced Customer Service for Enhanced Sales || Greenwhich Institute of Technology
Personal Information
Title: Key Account Manager || Recruitment & Selection Coordinator || Event Planner & Creative Designer
Timeline
Customer Account & Creative Designer
CM Innovations Ltd
08.2023 - CurrentRead More
Key Account Manager-Sales Executive
Paratus Telecommunications Limited
07.2022 - 03.2023Read More
Freelance Volunteer
Shuumbwa Pride Initiative
01.2021 - 02.2023Read More
Voluntary Recruitment & Selection Coordinator
Young African Leadership Initiative (YALI) Regional Leadership Center - SA
10.2020 - 09.2022Read More
Customer Account Manager
ISAT Africa (Z) Ltd
06.2013 - 06.2021Read More
Cavendish University Zambia
Bachelor of Arts from Mass Communication & Public Relations
Read More
National Institute of Public Administration
Associate of Science from Human Resources Management
Read More
Greenwhich Institute of Technology
Certified Enhanced Sales & Customer Service from Public Relations & Sales
Read More