Karen Changwe

Lusaka

Overview

years of professional experience

Customer Service Cashier

03.2016 - Current

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.

Agent Services Representative

01.2015 - 05.2016

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.

Customer Service Cashier

Digimat

03.2016 - Current

Agent Services Representative

DHL

01.2015 - 05.2016

Katongo ChisakutaKatongo Chisakuta
Management Trainee at First Capital BankManagement Trainee at First Capital Bank
SARAH MBULOSARAH MBULO
Public Health Nurse at AIDS HEALTH CAREPublic Health Nurse at AIDS HEALTH CARE
Nicolas Nawej KashamaNicolas Nawej Kashama
Principal Enterprise Architect Consultant at North Node Consulting LimitedPrincipal Enterprise Architect Consultant at North Node Consulting Limited
Inonge MuhauInonge Muhau
Subject Teacher at Arrakan Girls Secondary SchoolSubject Teacher at Arrakan Girls Secondary School
Charlize DayCharlize Day
Customer service Cashier + Customer service supervisor at Ritchies IGA supermarket Tower hillCustomer service Cashier + Customer service supervisor at Ritchies IGA supermarket Tower hill