FLORABELLE MBULO
Lusaka,Zambia
Summary
Dedicated Customer Service Professional and Social Media Specialist with 10 years of experience in enhancing customer satisfaction, streamlining processes, and driving business growth. Proficient in customer onboarding, query resolution, and sales promotion, with a keen eye for compliance and documentation. Processing fund transfers and changes of ownership in compliance with KYC (Know Your Customer) guidelines and maintain records of customer interactions. Skill. Additionaly I excel in talent acquisition, employee engagement, and fostering a positive workplace culture that drives productivity and retention. My strengths include effectively managing employee relations, ensuring compliance with HR policies, and implementing performance management strategies. With a passion for continuous improvement, I leverage data-driven insights to enhance HR operations and deliver impactful solutions.
Overview
15
15
years of professional experience
Work History
Contact Centre Agent – Inbound
ABSA BANK ZAMBIA LIMITED
07.2025 - Current
- Service initiating- initiate service customer service requests such as card blocking, travel advisory, change of One-Time password reset (OTP), Pin reset all in accordance with the procedures as set out prior to releasing any information or performing any action to their account
- Digital channels onboarding- Internet Banking sign ups and/or provide customers with guidance on how to self-onboard
- Receive calls from customers around service enquiries in an automated contact centre environment, managing all queries through to resolution ensuring that first call resolution is adhered to at all times
- Identify each customer in accordance with the procedures as set out prior to releasing any information or performing any action to their account.
- Maintaining accurate details and data of all queries-
- Ensure all First point of contact complaints are captured and recorded on the complaint management system.
Sales Executive Officer
Best Life Insurance Company
08.2024 - 07.2025
- Achieved over K200,000 in sales revenue in a single month through implementation of aggressive and targeted marketing strategies, significantly contributing to overall business growth.
- Achieved three months sales target of K100,000 worth of premium in just a month.
- Creating and implementing effective sales strategies to meet targets.
Customer Service Representative (CSR) – East Park Branch
Multichoice Zambia Limited
12.2021 - 07.2024
- Customer Onboarding and Profile Management - Handle new customer onboarding, update customer profiles, process customer accounts, and file documents to ensure accuracy and prevent fraudulent transactions.
- Customer Support and Query Resolution - Address and resolve customer queries and complaints, providing appropriate solutions and alternatives within the stipulated Turn-Around Time (TAT), and follow up to ensure timely resolution.
- Sales and Promotion - Engage in cross-selling and up-selling of the brand's products to customers.
- Transaction Processing and Compliance - Process fund transfers and changes of ownership in compliance with KYC (Know Your Customer) guidelines, and maintain records of customer interactions.
Acting Human Resource Assistant
Multichoice
10.2019 - 04.2020
- Recruitment and Selection Support – Posting Job adverts and selecting Candidates, Scheduling Interviews and coordinating the interview process.
- Compliance with Legal Requirements- Ensuring Compliance with Labor Laws and organizational Policies.
- Employee Needs Assessment and Satisfaction - Identify and assess Employees’ needs to achieve satisfaction; provide accurate, valid, and complete information using the right methods/tools.
- Administrative and Documentation Tasks - Keep records of employee appraisals and leave days/forms, process new employee files, and file and update documents for existing employees; Follow communication procedures, guidelines, and policies.
Social Media Specialist
Multichoice Zambia Limited
01.2017 - 12.2017
- Content Creation and Management - Generate, edit, publish, and share daily content (original text, images, video, or HTML) that builds meaningful connections and encourages community members to act; Create editorial calendars and syndication schedules.
- Platform Optimization and Visibility - Set up and optimize company pages within each platform to increase the visibility of the company’s social content.
- Community Engagement and Moderation - Moderate all user-generated content in line with the moderation policy for each community.
- Data Analysis and Collaboration - Continuously improve by capturing & analyzing appropriate social data/metrics, insights, and best practices, & then acting on the information; Collaborate with other departments (customer relations, sales, etc.) to manage reputation, identify key players, & coordinate actions.
Till Operator and Customer Care Assistant
Spar Zambia
05.2011 - 07.2012
- Transaction and Cash Management - Process transactions accurately (cash, credit, debit); Issue receipts, refunds, and manage cash drawer balances; Ensure the security of all financial transactions.
- Customer Interaction and Support - Provide exceptional customer service and handle inquiries and complaints; Assist with product information, location, and bagging purchases; Resolve issues promptly and follow up to ensure customer satisfaction.
- Sales and Promotion Assistance - Promote and upsell products, highlighting promotions; Assist customers in making purchasing decisions; Help maintain product displays and merchandising standards.
- Administrative and Maintenance Tasks - Maintain accurate records and logs of transactions and customer interactions; Support inventory management through stock checks and replenishment; Keep till area clean, organized, and report any malfunctions or discrepancies.
Education
Bachelor of Business Administration -
Zambian Open University (ZAOU)
Advanced Diploma - Business Administration and Management Studies
Zambia Institute for Business Studies and Industrial Studies (ZIBSIP)
School Certificate - Grade 12
Mukinge Girls Secondary
Skills
- Effective Time Management
- Microsoft Office
- Leadership
- Communication
- Customer service
- Social engagements
- Problem solving
- Negotiation
- Analytical and detailed
- Organized and systematic
- Driving
- Adaptability
- Collaboration
- Crictical thinker
- Results oriented
- Resilient
Personal Information
Nationality: Zambian
Awards
- Runner-up Certificate of Employee of the Month, 03/01/12, In recognition of my commitment and dedication to my responsibilities through punctuality, great productivity and making sure the customer is King.
- Employee of the Month, 11/01/18
References
- Chanda Chisashi, Branch Manager (East Park Mall), Multichoice Zambia limited, chandachisashi@gmail.com, +260 977683333
- Mrs Juliet Sampa, Chief Operations Officer, Best Life Insurance Zambia, Juliets@bestlifezambia.co.zm, +260979809722
- Ms. Ruth Jule, Human Resource Officer, Eden University, +260 977318340
Languages
- Bemba
- Nyanja
- English
- Bemba
- Nyanja
License - Type
Driving License
Languages
English
Advanced
C1
Timeline
Contact Centre Agent – Inbound
ABSA BANK ZAMBIA LIMITED
07.2025 - Current
Sales Executive Officer
Best Life Insurance Company
08.2024 - 07.2025
Customer Service Representative (CSR) – East Park Branch
Multichoice Zambia Limited
12.2021 - 07.2024
Acting Human Resource Assistant
Multichoice
10.2019 - 04.2020
Social Media Specialist
Multichoice Zambia Limited
01.2017 - 12.2017
Till Operator and Customer Care Assistant
Spar Zambia
05.2011 - 07.2012
Bachelor of Business Administration -
Zambian Open University (ZAOU)
Advanced Diploma - Business Administration and Management Studies
Zambia Institute for Business Studies and Industrial Studies (ZIBSIP)
School Certificate - Grade 12
Mukinge Girls Secondary