Chimfwembe Katherine Bwalya
Lusaka
Summary
I am an accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions.
Overview
8
8
years of professional experience
Work History
Customer Service Executive
RDG Collective
Lusaka
10.2023 - Current
- Maintaining accurate records of customer interactions, transactions and comments in the database system.
- Engage in the onboarding of new customers by prospecting and analyzing the client's capability of making timely repayments.
- Making courtesy calls to address customer concerns and needs as well as enquiring on client engagement with the products.
- Calling Clients whose accounts are overdue to make repayments.
- Resolve customer complaints in a timely manner while maintaining professional attitude.
- Assist with customer inquiries related to product information, order status, returns and exchanges, billing issues and more.
- Collaborate with other departments to ensure customer satisfaction.
- Develop strong relationships with customers by providing knowledgeable advice on products and services.
- Participate actively in weekly meetings held by the Customer Service Supervisor.
- Deliver effective and knowledgeable service for routine questions and service complaints.
- Explain benefits and advantages of different product and service offerings to customers.
- Contact supervisor immediately when issues required escalation to avoid lost revenue.
- Update databases with new and modified customer data.
- Promote available products and services to customers during service.
Front Desk Medical Receptionist
Pearl of Health Hospital
Lusaka
02.2022 - 10.2023
- Scheduled appointments, managed patient records and updated medical histories.
- Greeted patients, verified insurance information and collected copays.
- Answered incoming calls, addressed inquiries and routed messages to appropriate personnel.
- Processed payments, reconciled accounts receivable reports and generated invoices for services rendered.
- Provided customer service to patients including answering questions about treatments or services offered by the practice.
- Created new patient files upon request while adhering to organizational policies regarding file maintenance.
- Coordinated with insurance companies regarding payment verification processes prior to delivering treatment plans.
- Managed multiple tasks simultaneously while providing excellent customer service in a busy office environment.
- Called patients to confirm scheduled appointments and obtain additional details.
- Checked patients in and out for appointments and collected co-payments.
- Informed patients of financial responsibilities prior to rendering services.
- Entered insurance, demographics and health history into patient database.
Fleet Administrative Assistant
Mercury Line Limited
Lusaka
08.2021 - 10.2021
- Assisted in the preparation of fleet-related reports, such as vehicle maintenance costs and fuel usage.
- Maintained accurate records for all vehicles, including registration details and insurance information.
- Monitored fuel card purchases and invoices to ensure accuracy of charges.
- Created purchase orders for fleet related items such as parts, supplies, and tools.
- Responded to inquiries from drivers regarding vehicle issues or availability of vehicles.
- Compiled data for periodic reports on fleet utilization trends and costs associated with operating the fleet.
- Reviewed invoices for compliance with company policies prior to payment processing.
- Provided administrative support to Fleet Manager by creating spreadsheets, preparing presentations.
Boutique Sales Associate
NANESU Boutique
Lusaka
01.2017 - 02.2018
- Greeted customers and provided assistance with selecting items.
- Assisted in stocking shelves, racks, and displays to ensure merchandise was organized and easily accessible for customers.
- Provided product knowledge to customers regarding materials, designs, colors.
- Maintained cleanliness of store by organizing merchandise and dusting shelves.
- Processed cash, credit card payments and returns accurately according to company policy.
- Demonstrated excellent customer service skills by responding promptly to customer inquiries via phone or email.
- Communicated with customers through emails and social media platforms about upcoming store events and promotions.
- Suggested additional items that may be of interest to customers based on their selections.
- Created attractive window displays featuring new products or seasonal promotions.
- Reconciled sales at the end of each shift; counted money in register drawer, balanced receipts against sales figures, corrected discrepancies when necessary.
- Assisted management team with special projects related to merchandising initiatives.
- Maintained work area organization and cleanliness to uphold production levels and safety standards.
Education
Diploma STD Mathematics And Computer Science
Evelyn Hone College
Lusaka Zambia10-2021
Grade Twelve Certificate-Grade 10 To 12
Chelstone Secondary School
Lusaka, Zambia10-2015
Grade Nine Certificate- Grade 8 To 9
Kapwelyomba Primary School
Lusaka, Zambia11-2012
Grade Seven Certicate- Grade 1 To 7
Libala Stage III Basic School
Lusaka Zambia12-2010
Skills
- Customer Relationship Management
- Customer onboarding/prospecting
- Payment management
- Data Entry
- Use of CRM Software ie Apace, 3CX Calling software, Upya, Angaza, HIP System, Smart Access, Oracle System
- Issue Escalation
- Customer Needs Assessment
- Returns processing
- Team Collaboration
- Use of Microsoft Application
- Customer queries
- Customer outreach
- Company policy adherence
- Complaint Handling
- Call Control
- Customer Engagement
- Relationship Building
References
Mr Abraham Ngobola
RDG COLLECTIVE LIMITED
Customer Service Lead
151 Kabulonga Road
LUSAKA
+260-973-683844
Ms. Ruth Kaliatta
PEARL OF HEALTH HOSPITAL
Reception Supervisor
P.O Box
BwinjimfumeuRoad
LUSAKA
+260 974-110109
Mr. Mitila
MERCURY LINE LIMITED
Head of Transport Department
Off Mumbwa Road
LUSAKA
+260 977 - 781613
The Director
NANESU ENTERPRISES
South Gate Mall
LUSAKA
+260 977 - 842470
Mr. Brian Mutale
EVELYN HONE COLLEGE
Head of Department
Church Road
LUSAKA
Cell: +260 977 - 317436
Timeline
Customer Service Executive
RDG Collective
10.2023 - Current
Front Desk Medical Receptionist
Pearl of Health Hospital
02.2022 - 10.2023
Fleet Administrative Assistant
Mercury Line Limited
08.2021 - 10.2021
Boutique Sales Associate
NANESU Boutique
01.2017 - 02.2018
Diploma STD Mathematics And Computer Science
Evelyn Hone College
Grade Twelve Certificate-Grade 10 To 12
Chelstone Secondary School
Grade Nine Certificate- Grade 8 To 9
Kapwelyomba Primary School
Grade Seven Certicate- Grade 1 To 7
Libala Stage III Basic School
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