Kapasa Mwansa
Lusaka,Zambia
Summary
Customer Service Representative experienced in enhancing customer satisfaction through effective communication and problem-solving. Achieved high customer loyalty by resolving complaints empathetically and building strong relationships. Focused on delivering exceptional client support while driving team success in fast-paced environments.
Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.
Overview
3
3
Languages
5
5
years of post-secondary education
17
17
years of professional experience
Work History
Customer Service Representative
National Health Insurance Management Authority
Lusaka, Zambia
06.2020 - Current
- Responded to customer inquiries via phone, email, and chat promptly.
- Resolved customer complaints with empathy and effective problem-solving techniques.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Educated clients on claims processes and required documentation for submissions.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Conducted follow-ups to ensure customer satisfaction with resolutions provided.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Maintained accurate records of customer interactions in the database system.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Collaborated with cross-functional teams to enhance service delivery quality.
- Guided new team members on best practices for customer service excellence.
- Developed positive relationships with customers through friendly interactions.
- Developed strong customer relationships to encourage repeat business.
- Resolved customer complaints promptly and efficiently.
- Conducted regular follow-up calls with customers after resolving their issues.
- Mentored junior team members and managed employee relationships.
- Answered customer inquiries and provided accurate information regarding products and services.
- Supported sales team members to drive growth and development.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Mentored junior team members and managed employee relationships.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Teacher
Mwibeth Academy
Lusaka, Zambia
01.2019 - 04.2020
- Developed engaging lesson plans for diverse student learning needs.
- Implemented effective classroom management strategies to maintain a positive environment.
- Collaborated with colleagues to enhance curriculum and teaching methods.
- Assessed student progress and provided constructive feedback regularly.
- Organized extracurricular activities to promote student involvement and teamwork.
- Communicated regularly with parents regarding student performance and behavior.
- Adapted instructional materials to meet various learning styles and abilities.
- Enforced school rules and regulations in order to maintain an appropriate learning environment for all students.
- Developed and implemented lesson plans based on curriculum objectives.
- Prepared and maintained classroom environments appropriate for student learning and physical, social and emotional development.
- Assessed student performance through tests, quizzes and other assessments.
Sales lady
Buluno enterprise
Lusaka, ZM
02.2010 - 03.2012
- Operated cash register and processed transactions efficiently.
- Restocked merchandise and ensured product displays were appealing.
- Handled customer complaints with professionalism and empathy.
- Demonstrated knowledge of store products and services.
- Greeted customers upon entering the store and provided assistance.
Education
BBA - Business Administration
University of Africa
Lusaka , Zambia 01.2026 - 09.2026
Certificate - Healthy Financing For Universal Health Coverage
World Health Organization
06.2020 - 09.2020
Rephidim Institute
Lusaka, Zambia09-2026
Some College (No Degree) - Business Studies &ICT
Rusangu University
Lusaka , Zambia 01.2016 - 12.2019
Some College (No Degree) - Diploma in Customer Care Service
Allison University
Online learning platform Skills
- CRM management
- Call center operations
- Complaint handling
- Customer service
- Customer education
- Data collection
- Basic accounting
- Problem solving
- Critical thinking
- Relationship building
- Team development
- Effective communication
Languages
English
First Language
Bemba
Advanced (C1)
C1
Nyanja
Advanced (C1)
C1
Affiliations
. Running an online boutique
. Keeping village chickens for sale
References
References available upon request.
Timeline
BBA - Business Administration
University of Africa
01.2026 - 09.2026
Customer Service Representative
National Health Insurance Management Authority
06.2020 - Current
Certificate - Healthy Financing For Universal Health Coverage
World Health Organization
06.2020 - 09.2020
Teacher
Mwibeth Academy
01.2019 - 04.2020
Some College (No Degree) - Business Studies &ICT
Rusangu University
01.2016 - 12.2019
Sales lady
Buluno enterprise
02.2010 - 03.2012
Rephidim Institute
Some College (No Degree) - Diploma in Customer Care Service
Allison University