Charity Phiri
Lusaka
Summary
Versatile and results-driven professional with a robust background in customer support and office administration, notably at Yango Zambia. Excelled in leveraging CRM systems and Microsoft Office to enhance operational efficiency and customer satisfaction. Demonstrated exceptional teamwork and adaptability, significantly improving office organization and cross-cultural communication.
Overview
9
9
years of professional experience
Work History
International Customer Support Specialist
Yango Zambia
Lusaka
07.2023 - Current
- Respond to customer inquiries via email, chat, and phone, ensuring timely and professional communication.
- Troubleshoot software and hardware issues, providing clear guidance or escalating as necessary.
- Document customer interactions in CRM systems, preparing detailed reports on recurring issues and feedback.
- Collaborate with cross-functional teams to resolve escalations and enhance customer satisfaction. Adapt communication styles to address diverse cultural norms and expectations.
- Develop training materials and procedures, or trained users in the proper use of hardware or software.
- Maintain records of data communication transactions, problems, and remedial actions, or installation activities.
- Assisted in developing training materials related to new products or services being released.
Administration Officer
Elimoas Corporation Limited
Lusaka
01.2022 - 01.2023
- Managed and maintained office filing systems, ensuring all documents are accurately stored and easily retrievable.
- Generated and delivered daily outstanding payment invoices to customers.
- Processed invoices, purchase orders and other financial paperwork in accordance with company policies.
- Facilitated communication between departments to support project completion and goal achievement.
- Processed payroll and managed employee records, ensuring compliance with legal requirements.
- Updated databases with new customer contact details or changes in existing accounts.
- Monitored stock levels within the office environment, placing orders when necessary.
- Conducted performance evaluations and recommended training programs for staff development.
- Created reports using advanced data management and software skills.
- Improved office organization by developing filing system and customer database protocols.
- Oversaw inventory management, including ordering office supplies and equipment maintenance.
- Implemented filing systems to improve document organization and retrieval.
- Checked office stock to determine supply levels and maintain inventory.
- Managed travel arrangements and accommodations for executive staff and visiting clients.
- Scheduled regular maintenance checks on office equipment such as computers or printers.
- Managed projects in alignment with time, budget and quality requirements.
- Set appointments and managed meeting schedule.
- Achieved timeline and quality targets when organizing large volume of records.
- Generated and sent customer invoices, submitted payments and updates accounts.
- Worked effectively in team environments to make the workplace more productive.
Map Data Collector
Zambia Statistical Agency
Lusaka
03.2016 - 12.2021
- Established rapport with study participants to encourage complete responses and continued participation in study.
- Designed and tested questionnaires, data input sheets and other data collection mechanisms.
- Determined appropriate databases for completed documents and transferred files electronically.
- Documented observations alongside required data.
- Monitored changes in technology that could affect how efficient the process of collecting data is.
- Reviewed data for deficiencies or errors, corrected any incompatibilities and checked output.
- Collaborated with team members on projects involving large amounts of collected information.
- Researched and obtained further information for incomplete documents.
- Leveraged tools and equipment to obtain required information.
- Organized and filed data in appropriate locations for easy access to essential information.
- Reviewed and edited collected data to facilitate follow-up activities.
- Obtained scanned records and uploaded into company databases.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
Education
Some College (No Degree) - Diploma in Public Administration
National Institute of Public Administration
Lusaka 09-2015
High School Diploma -
Laura Girls Secondary
Kasama12-2012
Skills
- Customer Service: Multilingual communication, conflict resolution, complaint handling, active listening, empathy
- Administrative: Payroll management, compliance tracking, data entry, document management, and organizational skills
- Technical: CRM systems, Microsoft Office Suite (Word, Excel, PowerPoint), GPS navigation tools
- Soft Skills: Teamwork, attention to detail, adaptability, cross-cultural sensitivity, time management
Languages
Bemba
First Language
English
Proficient (C2)
C2
references
- upon request
Timeline
International Customer Support Specialist
Yango Zambia
07.2023 - Current
Administration Officer
Elimoas Corporation Limited
01.2022 - 01.2023
Map Data Collector
Zambia Statistical Agency
03.2016 - 12.2021
Some College (No Degree) - Diploma in Public Administration
National Institute of Public Administration
High School Diploma -
Laura Girls Secondary
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