GRACE S NKHOMA
LUANSHYA,ZAMBIA
Summary
I am a motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. I have experience of stepping into roles and quickly making positive changes to drive company success. I am focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
24
24
years of professional experience
Work History
Sales Lead and Customer Care representative
Dot Com Zambia
Lusaka, Zambia
01.2017 - Current
- I was promoted as a Sales Lead in January 2017 and was responsible for ensuring that customers’ were quoted and given correct quotations
- I was responsible to ensure that my sales team brought in the targeted sales for the month
- I was also responsible to ensure that customers’ parcels were couriered and delivered to their correct destinations across Zambia
- I also attended to Peace Corp care volunteers with the receiving of their personal packages from their friends and family abroad by ensuring that their packages were delivered to their respective destinations across Zambia
- I also coordinated with the Peace Corp head office in Lusaka to ensure all their volunteers’ packages were delivered on time and that packages were located speedily
- I also prepared monthly sales reports and was responsible for the dispensation and use of petty cash
Assistant Operations Manager
Click and Connect Zambia
, Zambia
01.2020 - 07.2023
- I was responsible for the day to day operations of all 3 offices of Click and Connect Zambia namely the US office, UK office and the Zambia office
- I had to ensure that there was smooth and efficient communication
- I was responsible for the handling and management of all shipping accounts that the company had between the USA and Zambia, between the UK and Zambia
- I worked closely with the finance department too to ensure shipping fees, statutory fees and other operational costs were paid on time
- I worked closely too with the company’s clearing agents and all customers to ensure parcels were cleared on time and customers were well informed about all clearance procedures
- I also served as a close liaison between the company and its stake holders as well as a public relations personnel for the company for instances of having to do damage control when shipments were delayed or lost to Click and Connect’s clients until July 2023
Copperbelt Regional Manager
Click and Connect Zambia
Kitwe, Zambia
01.2019 - 01.2023
- I transferred to our Kitwe office to help boost our sales and our customer reach in 2019
- I have been responsible for the managing and smooth running of our Kitwe office
- I am responsible for handling the day to day tasks of ensuring my staff attends to our customers in a timely and efficient manner and that their queries are responded to in good time on Facebook, by way of email or telephone calls
- I have been responsible for ensuring that our services are marketed in clear and understandable manner
- I have been responsible for ensuring our digital marketing team advertises the correct information on all our digital marketing platforms such as Facebook and our company website and that we are also up to date with marketing and selling the correct products to our local customers
Customer Service Manager
Dot Com Zambia
Lusaka, Zambia
01.2018 - 07.2022
- I was responsible for handling all customer complaints and ensuring that they were resolved amicably and in a timely manner
- I was responsible for training and leading a team of sales representatives from both our offices in Lusaka and on the Copper belt
- I was also responsible for ensuring customers were billed fairly and payments were made efficiently
- I also followed up on any outstanding bills with clients and ensuring that effective payment plans were put in place for the benefit of the customer as well as the benefit of the company
- I developed and fostered good and professional relationships with all customers to ensure that they continue to use our services
- I was also in charge of the front desks for both our branches in Zambia and ensured that my team provided exceptional and excellent customer care services to all our clients
Sales and Service Representative
Dot Com Zambia
Lusaka, Zambia
10.2015 - 01.2017
- I was responsible for attending to customers’ in a calm and friendly manner and helping them understand the process of using ecommerce to import their goods from the US or the UK
- I answered phone calls in a timely and professional manner and helped provide solutions to various customer’ complaints
- I also assisted customers’ with quotations for various online purchases
- I also prepared monthly sales reports and monthly petty cash reports
Secretary
Nunex Creative Company
Lusaka, Zambia
01.2011 - 01.2013
- I prepared letters for administrators and staff
- I collected, compiled, arranged and retained reports, records, files and data
- I screened telephone calls, guests, resolved routine and multi-faceted inquiries
- I also worked alongside the Administrator of the company to ensure smooth and successful running of the company
- I fulfilled these tasks until the company was sold in June 2013
Front desk officer
GNLD and Tupperware
Gaborone, Botswana
01.2008 - 01.2010
- I answered telephone inquiries and took orders for products and services
- I resolved clients’ problems in a kind and friendly manner
- I conducted telephone interviews to process membership applications
- I maintained clients’ product orders and memberships
Sales Representative and Secretary
Beth Shan Family Bookstores
Gaborone, Botswana
01.2006 - 01.2007
- I made phone calls to clients in order to sell the company’s products and services
- I also performed data entry services for the company in regards to punching in customer information, call logs and records of successful sales
- I answered phone calls and performed difficult and varied administrative tasks
Receptionist
Joy Ministries
Gaborone, Botswana
01.2001 - 01.2005
- I answered clients’ calls and arranged appointments for counseling services for the Pastors
- I maintained schedules and follow ups and also maintained filing and inventory procedures
- I also welcomed clients and made them feel at ease while waiting for their appointments
- I also directed visitors to the appropriate Pastors’ offices
Education
Training - secretarial training, computer studies
Gaborone Institute of Professional Studies
Gaborone, Botswana12.2004
Training - counseling, customer care and customer service
Joy Enterprises
12.2003
O’Levels -
Gaborone Senior Secondary School
Gaborone, Botswana12.2000
Skills
- Computer software skills: Microsoft word, excel, PowerPoint, Outlook, Zendesk
- I have a typing speed of 50 words per minute
- I have great customer service skills and etiquette
- Organizational Skills: I am able to prioritize and manage the office front with little to minimal supervision to ensure the efficient and effective running of a company or organization
- I have excellent telephonic experience and etiquette
- I have great interpersonal skills
- I am have good team building skills
- I am detail oriented and can multi task
- I can speak English and Bemba fluently
References
- Mr. Mawano Kambeu, Managing Director, Book Now Zambia Ltd (A Dot Com Zambia Company), Roma, Lusaka, Zambia, mawano.kambeu@dczambia.com, 0974-472128
- Mr. Alfred Savious Malambo, Zambia Operations Manager, Click and Connect Imports Limited, Lusaka, Zambia, alfred.malambo@dczambia.com, +260 9778 75070
- Mrs. Cecilia Ramatlapeng, PO Box 2683, Gaborone, Botswana, ceciliaramatla@gmail.com, +267-71323285
- Mrs. Rosemond Opare-Kumi, Public Health Consultant, National Aids Co-ordinating Agency, PO Box 35297, Gaborone, Botswana, oparekumir@gmail.com, +267-72160492/+267-73581143
Careerrelatedskills
Proficient in Microsoft Office: Word, Excel, PowerPoint, and Outlook. Typing speed of 50 WPM., Exceptional customer service and organizational skills., Good listener, friendly, kind, and caring. Excellent team building and bookkeeping skills., Fluent in English and Bemba; understands Nyanja.
Personal Information
- Age: 41
- Date of Birth: 08/28/83
- Nationality: ZAMBIAN
Languages
English
Advanced
C1
Timeline
Assistant Operations Manager
Click and Connect Zambia
01.2020 - 07.2023
Copperbelt Regional Manager
Click and Connect Zambia
01.2019 - 01.2023
Customer Service Manager
Dot Com Zambia
01.2018 - 07.2022
Sales Lead and Customer Care representative
Dot Com Zambia
01.2017 - Current
Sales and Service Representative
Dot Com Zambia
10.2015 - 01.2017
Secretary
Nunex Creative Company
01.2011 - 01.2013
Front desk officer
GNLD and Tupperware
01.2008 - 01.2010
Sales Representative and Secretary
Beth Shan Family Bookstores
01.2006 - 01.2007
Receptionist
Joy Ministries
01.2001 - 01.2005
Training - secretarial training, computer studies
Gaborone Institute of Professional Studies
Training - counseling, customer care and customer service
Joy Enterprises
O’Levels -
Gaborone Senior Secondary School