Lilian Monde Mubita
Kuomboka street, fallt number 3 - parklands, Kitwe
Summary
Over 5 years of experience in Customer service support, Clerical support and Sales. Proven track record in complaint resolution, records management, and customer engagement strategies. Highly organized and adaptable, consistently delivering results under pressure and meeting tight deadlines.
Overview
18
18
years of professional experience
6
6
Certifications
Work History
Senior Customer Service Agent
Zambia Airways Ltd
Livingstone
10.2023 - 12.2025
- Provided excellent customer service, built and maintained positive client relationships.
- Coordinated and led daily ground activities, including aircraft turnarounds, check-in, boarding, and ramp services.
- Managed customer surveys and actively identified customer needs, and responded to customer queries and inquiries.
- Presented and promoted company services as brand ambassador
- Maintained accurate records of inbound and outbound calls and all customer interactions.
- Recorded customer interactions and transactions in CRM software for strategic solution development.
- Ensured compliance with company policies and procedures.
Customer Service Executive
Silver Energy (Shell Lubricants)
Livingstone
03.2023 - 09.2023
- Captured and updated customer and sales data in internal database, generating accurate sales reports.
- Promoted company products and services through clear and persuasive presentations.
- Identified and addressed customer needs to enhance product promotion effectiveness.
- Documented customer interactions in CRM system for comprehensive tracking and follow-up.
Service Center Officer - (Service center)r
Engie Energy Access Zambia Ltd
Mazabuka
06.2020 - 02.2023
- Created loan accounts through thorough vetting and precise daily data entry.
- Maintained accurate records of calls and customer interactions in database systems.
- Met and exceeded daily, weekly call, and sales targets.
- Maintained data accuracy while generating sales reports for informed decision-making.
- Processed high volumes of customer records efficiently, ensuring data integrity.
- Supported credit and loan processing with meticulous data verification practices, outbound calls
Customer Service Representative (Call center)
Fenix International Zambia Ltd
Lusaka
01.2019 - 06.2020
- Resolved customer inquiries and complaints promptly, ensuring high satisfaction levels.
- Managed over 80 daily calls while updating customer accounts in CRM.
- Maintained accuracy of recorded customer data to enhance operational efficiency.
- Generated service reports and escalated technical issues when necessary, streamlining issue resolution.
- Consistently achieved and surpassed established performance targets through effective communication.
- Ensured compliance with company policies and procedures.
Front Office & Administration Officer
Investrek Group
Lusaka
11.2017 - 12.2018
- Managed front office operations, ensuring efficient clerical duties and task execution.
- Coordinated scheduling and calendaring for staff and CEO activities.
- Prepared correspondence, reports, and meeting minutes.
- Oversaw administrative documentation, filing, and office record management.
- Supported financial reporting, invoice processing, and reconciliations.
- Facilitated meetings to discuss project updates and collaboratively address challenges.
- Ensured compliance with company policies and procedures.
Customer Services Assistant
Zambia Airports Corporation
Livingstone
01.2008 - 10.2017
- Processed ticketing and passenger data, ensuring accuracy in system entries.
- Managed customer complaints and provided effective solutions promptly.
- Maintained operational records and prepared daily summaries for review.
- Generated insightful reports on inventories and sales figures for management.
- Ensured accurate filling of passenger documents
Personal Assistant
Zambia Airports Corporation
01.2008 - 12.2016
- Provided general administrative and clerical support.
- Coordinated scheduling, calendars, and meeting logistics, ensuring timely reminders and smooth operations.
- Supported HR and finance functions when required.
- Managed call screening, email correspondence, and served as primary point of contact.
- Implemented filing systems and managed supplies to enhance office efficiency.
- Maintained databases to ensure accurate record-keeping and streamlined information retrieval.
- Ensured compliance with company policies and procedures.
Education
Advanced Diploma - Public Relations & Personnel Administration
Zambia Institute of Management
01.2007
Grade 12 Certificate -
St. Mary's Secondary School
01.2002
Certificate - MS Office Packages
Livingstone City College
01.2004
Skills
- Verbal and written communication
- Data management and reporting
- Records management
- Customer-centric approach
- Inventory management
- Interpersonal skills
- Complaint resolution
- Microsoft Word proficiency
- PowerPoint proficiency
- Attention to detail
- Organizational skills
- Time management
Accomplishments
References
Mr. Job Mapachi, Zambia Airports, 0977614587
Mr. Michael Songiso, Fenix International, 0963124908
Mr. Zama Chinyama, Zambia Airways, 0966764761
Certification
Customer Service Excellence.
Timeline
Senior Customer Service Agent
Zambia Airways Ltd
10.2023 - 12.2025
Customer Service Executive
Silver Energy (Shell Lubricants)
03.2023 - 09.2023
Service Center Officer - (Service center)r
Engie Energy Access Zambia Ltd
06.2020 - 02.2023
Customer Service Representative (Call center)
Fenix International Zambia Ltd
01.2019 - 06.2020
Front Office & Administration Officer
Investrek Group
11.2017 - 12.2018
Customer Services Assistant
Zambia Airports Corporation
01.2008 - 10.2017
Personal Assistant
Zambia Airports Corporation
01.2008 - 12.2016
Advanced Diploma - Public Relations & Personnel Administration
Zambia Institute of Management
Grade 12 Certificate -
St. Mary's Secondary School
Certificate - MS Office Packages
Livingstone City College