linda chisongo
Summary
Iam an organized, efficient and hard working person, Iam willing to discover and accept new ideas which can help improve my efficiency levels. Iam a keen , reliable and excellent time keeper. Iam a good listener and learner, quick to learn and adapt to any job, able to communicate well with a group and on an individual level. Am able to motivate and direct my skills and talents to meet organizational objectives.
Overview
13
13
years of professional experience
Work History
Graduate Customer Service Officer
Zesco Limited
02.2020 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience.
Acting Centre Manager
Zesco Limited
05.2023 - 06.2023
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Acting Centre Manager
Zesco Limited
06.2022 - 08.2022
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
- Organized professional development programs for staff, leading to improved performance and skill sets.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
Acting Centre Manager
Zesco Limited
11.2021 - 12.2021
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Acting Centre Manager
Zesco Limited
01.2021 - 02.2021
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
Acting Centre Manager
Zesco Limited
09.2020 - 10.2020
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
Cashier Permanent and Pensionable Basis
Zesco Limited
01.2016 - 01.2020
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
Assistant Cashier Contract Based
Zesco Limited
08.2012 - 12.2015
- Established trusting relationships with regular customers through friendly interactions and personalized assistance during their experience.
- Enhanced customer satisfaction by providing efficient and accurate transactions at the cashier counter.
- Streamlined the payment process for customers with prompt service and clear communication of available payment options.
- Reduced errors in cash handling by implementing a system for double-checking balances, ensuring accuracy and accountability.
- Developed strong multitasking skills by simultaneously managing multiple customers'' requests while maintaining accuracy in cash handling.
- Excelled in working under pressure by staying calm and focused during busy periods or dealing with challenging customer interactions.
- Provided exceptional customer service while addressing returns or exchanges, adhering to company policies while maintaining client satisfaction.
- Demonstrated flexibility in scheduling availability by working various shifts as needed, supporting overall staff coverage requirements when necessary.
- Assisted in training new employees on proper cashier procedures and best practices, fostering a supportive learning environment for new hires.
- Met customer needs through polite, friendly and attentive service.
Temporal Cashier
Zesco Limited
01.2012 - 08.2012
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
Education
Master Of Arts In Human Resource Management - Human Resources Management
Copperbelt University
Kitwe Zambia 10.2022
Bachelor Of Arts In Business Administration - Business Administration
Copperbelt University
Kitwe Zambia 11.2018
Diploma Certificate In Business Administration - Business Administration And Management
Evelyn Hone College
Lusaka Zambia 2010
Secondary Education - Grade 10-12
Rusangu Secondary School
Monze Zambia2008
Secondary Education - Grade 8-9
Naboye High School
Kafue Zambia 2005
Primary - Grade 5-7
Agape Trust School
Kafue Zambia 2003
Primary - Primary
Barlastone Park School
Lusaka Zambia 1999
Skills
- Customer Support
- Complaint Handling
- Data Entry
- Customer Focus
- Payment Processing
- Customer Service
- Problem-solving abilities
- Customer Relations
- Computer Proficiency
- Active Listening
- Follow-up skills
- Paperwork Processing
- Money handling abilities
- Communication
- Team player
- Computer literacy
- Leadership
- Decision making
- Creativity and flexibility
Additional Information
Age - 32
Married
Female
Timeline
Acting Centre Manager
Zesco Limited
05.2023 - 06.2023
Acting Centre Manager
Zesco Limited
06.2022 - 08.2022
Acting Centre Manager
Zesco Limited
11.2021 - 12.2021
Acting Centre Manager
Zesco Limited
01.2021 - 02.2021
Acting Centre Manager
Zesco Limited
09.2020 - 10.2020
Graduate Customer Service Officer
Zesco Limited
02.2020 - Current
Cashier Permanent and Pensionable Basis
Zesco Limited
01.2016 - 01.2020
Assistant Cashier Contract Based
Zesco Limited
08.2012 - 12.2015
Temporal Cashier
Zesco Limited
01.2012 - 08.2012
Master Of Arts In Human Resource Management - Human Resources Management
Copperbelt University
Bachelor Of Arts In Business Administration - Business Administration
Copperbelt University
Diploma Certificate In Business Administration - Business Administration And Management
Evelyn Hone College
Secondary Education - Grade 10-12
Rusangu Secondary School
Secondary Education - Grade 8-9
Naboye High School
Primary - Grade 5-7
Agape Trust School
Primary - Primary
Barlastone Park School
Similar Profiles
Francis ZimbaFrancis Zimba
Substation Supritendent at Zesco LimitedSubstation Supritendent at Zesco Limited
Perpetual Mutiba Mwanza -PhiriPerpetual Mutiba Mwanza -Phiri
Marketing Officer at ZESCO LimitedMarketing Officer at ZESCO Limited
MARTINA LISELI NYIRENDAMARTINA LISELI NYIRENDA
Engineer – Maintenance at ZESCO LimitedEngineer – Maintenance at ZESCO Limited
SAMUEL MWAMBASAMUEL MWAMBA
Operations Engineer (Power Distribution Utility) at Zesco LimitedOperations Engineer (Power Distribution Utility) at Zesco Limited
Aishath Dhahaau AbdullaAishath Dhahaau Abdulla
Customer Service Assistant/Customer Service Officer at Bank of MaldivesCustomer Service Assistant/Customer Service Officer at Bank of Maldives