Lonjezo Msoni

Excels at achieving targets, overcoming challenges, and building long-lasting client relationships. Takes initiative to complete tasks ahead of deadlines with minimal supervision. Possesses strong verbal and written communication abilities along with exceptional interpersonal skills. Adaptable to new and urgent responsibilities as they emerge. Skilled at public relations and client management. Collaborates seamlessly with teams to share duties and successes. Articulate, tactful, and comfortable interacting directly with clients. Dedicated to providing excellent customer service. Hard working, creative, innovative with strong leadership capabilities. Proficient at planning and managing time effectively. Experienced with Microsoft software packages.

• Increased customer satisfaction scores from 48% to 91% over a 36-month period by spearheading new quality assurance protocols.
• Saved millions of kwachas in annual expenses by identifying redundancies in the customer service process and implementing automated solutions.
• Reduced average call handle time by 3 minutes by creating knowledge base documents on common customer issues, reducing call volumes by 18%.
• Maintained highest customer satisfaction rating on team for 3 consecutive quarters through excellent communication skills and knowledge of products/services.
• Implemented new system to track customer issues and resolutions which decreased repeat calls by 22% within first 2 months.
• Commended by management for calmly handling difficult customer issues, turning dissatisfied clients into loyal ones.

• Copies of Diploma and qualifications
• Testimonial of employment or work placement can be provided upon request.

• Date of Birth: 10/21/1989
• Gender: Female
• Nationality: Zambian
• Driving License: Class B

• Ms. Chilufya Bangwa, Human Resource Manager, Western Water and Sewerage Company Ltd, P.O Box 910445, Mongu, Zambia, +260979 314 346
• Mr. Andrew Mambwe, Commercial Services Manager, Western Water and Sewerage Company Ltd, P.O Box 910445, Mongu, Zambia, +260979 720 640
• Steady Phiri, Galamukani Consult, PO Box 32301, Lusaka, +260977 888 532
• Mr. Pascal Sikuka, M & E Specialist, World Vision Zambia, Mumbwa ADP, Zambia, +260977755079

• Strong organizing and project management abilities. Able to juggle multiple priorities and oversee complex projects from start to finish.
• Resourceful problem solver. Use strategic thinking to overcome obstacles and deliver results.
• Excellent time management and ability to balance short- and long-term goals. Consistently meet tight deadlines.
• Comfortable taking the lead and providing direction. Motivate teams to achieve common objectives.
• Skilled at planning and delegation. Assign tasks and responsibilities to maximize team strengths.
• Data-driven decision maker. Gather relevant information and perform analysis to make informed choices.
• Budget management experience. Work within financial constraints. Identify cost-saving opportunities.
• Knowledge of HR functions like recruiting, training, compensation, and performance evaluation.
• Understand importance of company culture and employee satisfaction. Create positive and collaborative work environments.
• Proficient with Microsoft Office suite software tools. Quickly learn new systems.
• Ability to oversee multiple locations or departments. Ensure alignment across the organization.