Hellen Mondoloka
Summary
Friendly Receptionist with background in various office settings. Knowledgeable about security, service and clerical requirements. Takes on multiple simultaneous tasks with excellent time management abilities and resourceful approach.
Overview
14
14
years of professional experience
Work History
Receptionist
AFRIZED FASHION FACTORY
11.2018 - 01.2023
- Answering and forwarding phone calls
- Meeting and greeting clients
- Booking meetings
- Screening phone calls
- Preparing daily reports
- Preparing pay roll sheet
- Preparing invoice expenditure/expenditure/production
- Sorting distributing post
- Notifying company personnel of visitor arrival.
- Maintained strict confidentiality of bank records and client information.
- Resolved customer problems and complaints.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Handled cash transactions and maintained sales and payments records accurately.
- Confirmed appointments, communicated with clients, and updated client records.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Maintained confidentiality of information regarding clients and company.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
Mobile sales officer
Zamtel Zambia
01.2017 - 01.2019
- Deploying direct agents
- Processing training to new team member
- Facilitate their levels of performance-mentor/mentee relationship
- Ensuring that monthly targets are reached.
- Addressed public questions, complaints and requests and provided necessary assistance.
- Educated staff on organizational mission and goals to help employees achieve success.
- Frequently inspected production area to verify proper equipment operation.
- Attended personnel meetings and training sessions to improve skills and learn new policies and procedures.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Supervised, directed and evaluated assigned staff members and newly hired officers.
- Created and managed project plans, timelines and budgets.
Customer care executive/KYC data entry clerk
MTN Zambia LTD ISON BPO LTD
01.2015 - 01.2017
- Ensuring information into computer data bases for effective record keeping
- Ensure that the assigned targets in accordance with SLA are met
- Provided the relevant process reports on a daily basis
- Ensured that the quality of data entered was in compliance with predefined parameters
- Selling products on offer by MTN Zambia
- Attending to direct incoming calls and customer queries.
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously.
- Communicated with customers to identify needs and expectations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained up-to-date knowledge of industry trends and product offerings to better serve customers.
- Reduced customer complaints with proactive issue identification and resolution strategies.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Streamlined customer support processes for improved call handling times and resolutions.
- Provided customers with updates and periodic statements on service developments and changes in trends.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Provided expert advice on products/services that align with individual client requirements to drive optimal outcomes for both parties.
- Promoted teamwork within the department by sharing knowledge, offering guidance, and collaborating on initiatives aimed at enhancing service quality.
- Assisted in training new team members to ensure a high level of customer care expertise across the department.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Loan officer/sales assistance
01.2010 - 01.2012
- Evaluate and approve or deny loan application
- Guiding clients through loan options
- Recommending solutions to speed up the loan process
- Create and renew record
- Maintaining active loan files
- Review and process incoming loan requests
- Follow up on delinquent.
- Developed strong relationships with customers through high levels of customer service.
- Compiled database of loan applicants' credit histories, financial statements and other financial information.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Maintained strict confidentiality of bank records and client information.
- Submitted loan applications to underwriter for verification and recommendations.
- Delivered exceptional customer service by promptly addressing client concerns and resolving issues as they arose during the lending process.
- Educated potential clients on various loan options, guiding them towards informed decisions that fit their financial goals.
Telemarketer
Madison Life Insurance Company
03.2023 - Current
- Troubleshot problems for callers and helped independently resolve common issues.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Answered calls, took messages, and transferred calls to correct individuals.
- Made average of 100 outbound and inbound calls per day.
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
- Recorded contact information of customers and potential customers in internal database.
- Managed a high volume of calls daily while maintaining professionalism and efficiency.
- Answered questions about company offerings with knowledgeable responses about products and services.
- Provided exceptional customer service by actively listening to clients'' concerns and providing appropriate solutions.
- Improved overall call quality by adhering to company guidelines and best practices consistently.
- Built relationships with customers using strong persuasion and active listening skills.
- Maintained accurate records of customer interactions, ensuring timely follow-up on leads and potential sales opportunities.
- Increased customer satisfaction by addressing inquiries and resolving issues promptly.
- Enhanced sales through the utilization of persuasive communication skills and thorough product knowledge.
- Conducted market research surveys over the phone, gathering valuable feedback for product development purposes.
- Participated in ongoing training sessions to stay updated on industry trends and product changes, enhancing overall performance.
- Implemented CRM software effectively for better tracking of leads, customer interactions, and sales progressions.
- Asked relevant questions to assist customers with selecting needed or requested products and services.
- Educated customers on product and service benefits, explaining features and answering questions.
- Generated leads and established relationships with potential customers through outbound telephone calls.
- Set up appointments with interested customers according to schedule availability.
- Qualified leads and set up customer appointments for outside sales team.
- Exceeded personal sales goals regularly, contributing significantly to the success of the team as a whole.
- Called prospective customers in designated market area to qualify leads.
Education
Certificate - Insurance
ZIBIC
Lusaka, Zambia 2010
Senior Secondary Education -
Matero Girls High
Lusaka, Zambia 2002
Junior Secondary Education -
Olympia Secondary School
Lusaka, Zambia 1999
Primary -
Olympia Secondary School
Lusaka, Zambia 1997
Skills
- Time Management
- Telephone skills
- Verbal and written communication
- Data Entry
Accomplishments
- Responded to over 85 + customer inquiries each day.
Key Performance Indicators
- Customer satisfaction maintenance through service efficiency level
- Adherence to all written & verbal policies
- Maintenance & uplift of company image on the market
Attributes
- Self-disciplined
- Dependable & Responsible
- Fast learner
- Creative
- Computer literate
Personal Information
Date of Birth: 30/04/1984
References
- This is to confirm that Ms. Hellen Mondoloka holder of NRC No. 903970/11/1 worked for AFRI-Zed Fashion Factory company as a receptionist from 2020-2023. During her years with us she proved to be committed, trusted, honest as well as a team player. Any help rendered will be highly appreciated. For any details and confirmation contact us. Yours Faithfully. Dr. Mutale. C.E.O.
- This serves to confirm that Ms. Hellen Mondoloka holder of NRC No. 903970/11/1 worked ZAMTEL ltd company as a Mobile sales officer from 2017-2019. She proved to be trustworthy,committed,team player. Any assistance offered will be highly appreciated. Yours Faithfully. Human Resource Manager MSH.
- BIU CAPITAL LIMITED,This serves to confirm that Ms. Hellen Mondoloka holder of NRC No. 903970/11/1 worked for the above-mentioned company as a loan officer/sales assistant from 2010-2012. During her years with us she proved to be committed, trusted, reliable as well as a team player. Any help rendered will be highly appreciated. For any details and confirmation contact us. Yours Faithfully. Lovewell Hachili. Human Resource. Cell: +260 955 612 701
- Madison life insurance company; This is to confirm that NRC holder 903970/11/1,Ms Hellen Mondoloka worked with the above mentioned company as a Telemarketer and during her time here,she was hard worker, honest, committed and trusted. Any assistance rendered will be appreciated. For more information contact the head supervisor Mr Chilufya Kawela on 0977- 201222.
Languages
Chewa,Bemba,Tonga and English.
Intermediate (B1)
Timeline
Telemarketer
Madison Life Insurance Company
03.2023 - Current
Receptionist
AFRIZED FASHION FACTORY
11.2018 - 01.2023
Mobile sales officer
Zamtel Zambia
01.2017 - 01.2019
Customer care executive/KYC data entry clerk
MTN Zambia LTD ISON BPO LTD
01.2015 - 01.2017
Loan officer/sales assistance
01.2010 - 01.2012
Certificate - Insurance
ZIBIC
Senior Secondary Education -
Matero Girls High
Junior Secondary Education -
Olympia Secondary School
Primary -
Olympia Secondary School
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