FATUMA MAPALO KALOWA
Lusaka
Summary
Organized and dedicated professional with strong administrative and customer service skills. Experienced in high-end retail operations with excellent customer service and sales abilities, consistently exceeding revenue goals, managing front-desk operations, coordinating schedules, and maintaining accurate records. Adept at ensuring efficient workflow and maintaining a positive and professional working environment. Regularly acknowledged for having a warm, welcoming and pleasant demeanor and creating lasting and trust-based connections with clients and colleagues alike.
Overview
9
9
years of professional experience
Work History
Customer Care Specialist
ADS United
California
05.2025 - Current
- Patient Onboarding:
Guide new patients through the onboarding process, ensuring accurate data entry and a smooth start to care - Insurance Verification:
Verify insurance coverage and eligibility by communicating with insurance providers to avoid service delays - Order Processing:
Process medical orders and prescriptions with precision, ensuring timely delivery and patient satisfaction - Provider Coordination:
Coordinate communication between patients, healthcare providers, and pharmacies to align treatment plans - Customer Support:
Provide responsive and empathetic customer support through phone and email, resolving inquiries efficiently - Data Management:
Manage patient data securely and accurately in compliance with HIPAA and internal protocols - Quality Assurance:
Monitor and maintain quality assurance by reviewing documentation and service delivery standards
Administrative Assistant
StarAgri Zambia Limited
Lusaka
02.2024 - 05.2025
- Client Communication:
Respond to inquiries promptly and professionally, maintaining positive client relationships and supporting sales efforts - Calendar & Appointment Management:
Schedule and coordinate meetings, demos, and follow-ups between sales teams and clients to streamline the sales process - Document Preparation:
Create and manage proposals, presentations, and reports that support sales pitches and client engagement - CRM and Data Entry:
Maintain accurate client records and sales data in CRM systems to ensure smooth lead tracking and reporting - Sales Support:
Assist with order processing, product information, and after-sales follow-ups to enhance the customer experience - Internal Coordination:
Liaise between sales, marketing, and operations teams to ensure smooth execution of campaigns and client requests - Reporting & Analytics:
Prepare weekly sales summaries, client feedback logs, and activity reports to inform strategic decision-making - Follow-Up & Lead Management:
Support sales reps by tracking leads, sending follow-up emails, and ensuring timely client communication
Loan Officer
Jona Cash Services Limited
Lusaka
02.2022 - 01.2024
- Client Acquisition: Proactively identify and engage new clients to rapidly grow the customer base.
- Relationship Building: Forge strong, trust-based connections by deeply understanding client needs.
- Needs Analysis & Solution Selling: Quickly assess financial situations and deliver tailored loan solutions.
- Persuasive Product Presentation: Confidently explain loan options to influence and secure client decisions.
- Skilled Negotiation & Closing: Negotiate favorable terms and close deals efficiently and effectively.
- Target-Driven Performance: Relentlessly exceed loan origination and sales goals with urgency.
- Dedicated Client Follow-Up: Ensure satisfaction, foster loyalty, and generate valuable referrals.
- Market Awareness & Compliance: Stay ahead of trends and regulations to offer competitive loan products.
Marketing Intern
Chomalita Innovations
Lusaka
01.2019 - 01.2020
- Team Leadership: Led and managed a marketing team, developing strong leadership and team management skills.
- Strategy Development: Assisted in creating and executing marketing strategies, boosting company market presence.
- Cross-Functional Collaboration: Worked closely with teams to ensure consistent marketing efforts.
- Market Analysis: Analyzed market trends and competitor activities to support strategic planning.
- Content & Design Support: Supported creation of marketing materials, including content and graphic design.
- Process Improvement: Participated actively in team meetings, contributing insights to enhance marketing outcomes.
Cashier and Call Center Representative
Pizza Hut
Lusaka
09.2016 - 11.2017
Cashier Roles
Customer Transactions: Process payments accurately using cash registers or POS systems.
Cash Handling: Manage cash, checks, and credit card transactions securely.
Customer Service: Greet customers warmly, answer questions, and assist with purchases.
Inventory Monitoring: Report low stock or discrepancies to supervisors.
Maintain Cleanliness: Keep checkout area organized and tidy.
Follow Policies: Adhere to company procedures and safety guidelines. Call Center Representative Roles Customer Support: Respond promptly to customer inquiries via phone, email, or chat.
Problem Resolution: Identify issues and provide effective solutions or escalate when necessary.
Product Knowledge: Maintain up-to-date knowledge to assist customers accurately.
Data Entry: Record customer interactions and update account information in databases.
Meet Performance Targets: Achieve set goals for call handling time, quality, and customer satisfaction.
Follow Protocols: Adhere to company policies and compliance standards.
Cash Handling: Manage cash, checks, and credit card transactions securely.
Customer Service: Greet customers warmly, answer questions, and assist with purchases.
Inventory Monitoring: Report low stock or discrepancies to supervisors.
Maintain Cleanliness: Keep checkout area organized and tidy.
Follow Policies: Adhere to company procedures and safety guidelines. Call Center Representative Roles Customer Support: Respond promptly to customer inquiries via phone, email, or chat.
Problem Resolution: Identify issues and provide effective solutions or escalate when necessary.
Product Knowledge: Maintain up-to-date knowledge to assist customers accurately.
Data Entry: Record customer interactions and update account information in databases.
Meet Performance Targets: Achieve set goals for call handling time, quality, and customer satisfaction.
Follow Protocols: Adhere to company policies and compliance standards.
Education
Bachelor of Arts - Development Studies with Psychology
The University of Zambia
Lusaka, Zambia05.2024
Virtual Business & Marketing Internship -
The Grad Soc
United Kingdom06.2023
General Certificate of Secondary Education - Secondary Education
Mukamambo Girls School
Chongwe, Zambia12.2014
Skills
- Customer Service
- Sales
- Marketing
- Communication Skills
- Organizational Skills
- Attention to Detail
- Data Entry & Analysis
- MS 365 Proficiency
- Problem-Solving
- Team Collaboration
- Analytical Thinking
- Multitasking Abilities
- Returns processing
- Payment Collection
- POS Systems
- Cash Register Operation
Hobbies and Interests
- Dancing
- Fitness Training
- Learning Languages and Cultures
- Learning History
References
- Mr. Rabson Phiri, Trade Manager, StarAgri Zambia Limited, +260977127883, rabson.phiri@staragri.com
- Mr. Jonathan Nyendwa, Chief Executive Officer, Jona Cash Services Limited, +260973546087, Jonaloans02@gmail.com
- Mr. Mwinsa Chibende, Managing Director, Chomalita Innovations Ltd, +260978488126, chomalita.innovations2018@gmail.com
Languages
English
Proficient
C2
Bemba
Advanced
C1
Nyanja
Upper Intermediate
B2
German
Elementary
A2
Hindi
Beginner
A1
Timeline
Customer Care Specialist
ADS United
05.2025 - Current
Administrative Assistant
StarAgri Zambia Limited
02.2024 - 05.2025
Loan Officer
Jona Cash Services Limited
02.2022 - 01.2024
Marketing Intern
Chomalita Innovations
01.2019 - 01.2020
Cashier and Call Center Representative
Pizza Hut
09.2016 - 11.2017
Bachelor of Arts - Development Studies with Psychology
The University of Zambia
Virtual Business & Marketing Internship -
The Grad Soc
General Certificate of Secondary Education - Secondary Education
Mukamambo Girls School
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