Hi, I’m
Karen Changwe
Lusaka
Overview
9
years of professional experience
Work History
Digimat
Customer Service Cashier
03.2016 - Current
Job overview
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Met customer service goals and exceeded customer expectations.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Developed and managed relationships with customers to increase customer loyalty.
- Maintained accurate records of customer transactions for reporting purposes.
DHL
Agent Services Representative
01.2015 - 05.2016
Job overview
- Facilitated seamless transactions between agents and customers by maintaining up-to-date knowledge of company policies and procedures.
- Delivered world-class customer service to internal and external customers.
- Balanced competing priorities effectively while consistently delivering high-quality support to both agents and customers alike.
- Handled escalated issues professionally while collaborating closely with relevant stakeholders towards prompt resolution.
- Streamlined communication processes for increased efficiency within the agent services team.
- Monitored agent performance, providing constructive feedback and coaching when necessary to drive continuous improvement efforts.
Timeline
Customer Service Cashier
Digimat
03.2016 - Current
Agent Services Representative
DHL
01.2015 - 05.2016