Chileshe Nkonde
Lusaka
Summary
Dynamic Customer Service Manager with a proven track record at KB-ISSY LOGISTICS INVESTMENT LIMITED, excelling in enhancing customer satisfaction through effective communication and management skills. Proficient in chat support and Microsoft Office, I consistently resolved complaints and improved service processes, driving positive outcomes and fostering strong customer relationships.
Overview
9
9
years of professional experience
Work History
Customer Service Manager
KB-ISSY LOGISTICS INVESTMENT LIMITED
LUSAKA
02.2022 - 12.2025
- Resolved product and consumer complaints through effective communication skills.
- Responded to customer service requests promptly to boost satisfaction ratings.
- Reviewed feedback and complaints to enhance customer service processes.
- Ensured timely resolution of inquiries via phone, email, or chat support channels.
- Compiled reports on customer feedback and complaints for management review.
- Monitored chat queues to assist customers with incoming requests.
- Maintained comprehensive knowledge of company products, services, and policies.
- Provided technical assistance through online chat and telephone support.
Administrative Assistant
Agrilink Farming Ltd
Chisamba
04.2019 - 11.2020
- Established QuickBooks accounting system to ensure accurate financial records.
- Processed payroll for over 100 employees using Quickpayroll and Excel, maintaining detailed records.
- Registered employees with NAPSA and NHIMA, ensuring compliance with regulations.
- Reviewed employee expense reports and vendor invoices for prompt payment processing.
- Coordinated travel arrangements, including flight bookings and accommodations for staff.
- Maintained office inventory by ordering supplies and tracking usage for availability.
- Provided administrative support through drafting and formatting business documents.
- Answered inquiries from customers regarding products and services offered.
Administrative Assistant
Stamp Africa Ltd
Lusaka
07.2017 - 11.2018
- Coordinated travel arrangements, including airfare, hotel, and ground transportation bookings.
- Managed office inventory through restocking supplies and placing purchase orders.
- Scheduled meetings and client appointments to optimize office workflow.
- Converted complex data into user-friendly formats within databases.
- Recommended process changes to enhance accuracy, efficiency, and service quality.
- Drafted professional memos, letters, and marketing materials to support business goals.
- Conducted bookkeeping activities in QuickBooks and Lawson, managing invoicing and accounts payable.
- Monitored premises for security, screening visitors and issuing passes.
Sales Executive
Classifieds Zambia
Lusaka
01.2017 - 07.2017
- Liaised with customers, management, and sales teams to assess needs and recommend solutions.
- Assisted customers by providing prompt and courteous support in-person and via telephone.
- Identified new targets and developed business opportunities by presenting product lines.
- Fielded inquiries to deliver information on products, availability, and pricing.
- Evaluated customer needs to refer them to appropriate services and make recommendations.
- Maintained weekly sales tracking and leadership reports to support operations and corrective action.
- Cultivated key customer relationships to drive sales growth.
- Resolved customer complaints efficiently to enhance overall satisfaction.
Education
Bsc - Finance and Accounting
UNICAF
Lusaka05-2027
Some College (No Degree) - DIPLOMA IN BANKING AND FINANCE
Zambian Open University
LusakaBachelor of Science - Law
UNIVERSITY OF AFRICA
LUSAKA ZAMBIASkills
- Microsoft Office Suite
- Customer service
- Management skills
- Organizational abilities
- Excel proficiency
- Sales expertise
- Scheduling efficiency
- Able to use Google Docs, Drive, and proficient in Google Workspace
Timeline
Customer Service Manager
KB-ISSY LOGISTICS INVESTMENT LIMITED
02.2022 - 12.2025
Administrative Assistant
Agrilink Farming Ltd
04.2019 - 11.2020
Administrative Assistant
Stamp Africa Ltd
07.2017 - 11.2018
Sales Executive
Classifieds Zambia
01.2017 - 07.2017
Bsc - Finance and Accounting
UNICAF
Some College (No Degree) - DIPLOMA IN BANKING AND FINANCE
Zambian Open University
Bachelor of Science - Law
UNIVERSITY OF AFRICA