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Lisa Nseluke
Lusaka,09
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
8
8
years of professional experience
Work History
Customer Service Executive
Sunking
2024.10 - Current
- Resolved customer inquiries efficiently through phone, email, and chat support.
- Assisted in processing orders and managing returns, ensuring customer satisfaction.
- Maintained comprehensive product knowledge to address customer needs effectively.
- Collaborated with team members to enhance service delivery and streamline processes.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Executive
Supamoto
2024.01 - 2024.09
- Documented customer interactions accurately in CRM system for future reference.
- Handled escalated issues professionally, providing timely resolutions to complex problems.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Improved resolution time with effective problem-solving for customer complaints.
Customer Service Representative
Ison BPO
2021.05 - 2024.01
- Resolved customer inquiries through phone and email to ensure prompt service delivery.
- Documented customer interactions in CRM system, maintaining accurate records for future reference.
- Managed escalated issues, ensuring swift resolution and maintaining customer relationships.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
Sales Executive
Mud Boutique
2018.04 - 2020.01
- Developed and maintained strong client relationships through personalized service and product knowledge.
- Executed sales strategies to meet and exceed sales targets consistently.
- Developed key customers relationships to increase sales.
- Identified customer order process and addressed customer issues.
- Created successful strategies to develop and expand customers sales.
- Listened to customers needs to identify and recommend best products and services.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements
Education
Diploma - Marketing
Evelyn Hone College
Lusaka 2023-09
Certificate - Customer Service
Ison BPO
Lusaka 2021-05
High School Certificate - Grade 12
Arakan Girls Secondary School
Lusaka 2015-11
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Conflict resolution
- Microsoft Excel
- Follow-up skills
- Customer relationship management (CRM)
- Prioritization
- Sales expertise
Languages
English
Tonga
Bemba
Nyanja
Timeline
Customer Service Executive
Sunking
2024.10 - Current
Customer Service Executive
Supamoto
2024.01 - 2024.09
Customer Service Representative
Ison BPO
2021.05 - 2024.01
Sales Executive
Mud Boutique
2018.04 - 2020.01
Diploma - Marketing
Evelyn Hone College
Certificate - Customer Service
Ison BPO
High School Certificate - Grade 12
Arakan Girls Secondary School
Hobbies
- Cooking
- Reading motivational books
- Travelling