LUBASI SISOWAELA
Lusaka,Zambia
Summary
Results-driven professional specializing in market research and analysis, providing critical data to support business initiatives. Strong background in customer support, consistently achieving high satisfaction ratings through effective service delivery. Experienced in administration and knowledge management, optimizing workflows to enhance productivity. Committed to utilizing analytical skills to contribute to organizational success.
Overview
12
12
years of professional experience
Work history
Knowledge management specialist
betBio Zambia
Lusaka
07.2025 - Current
- Assisted in developing and implementing knowledge management strategies to support organisational learning.
- Facilitated workshops and training sessions to encourage best practices in knowledge sharing.
- Helped analyse existing knowledge repositories to identify gaps and suggest improvements.
- Collaborated with cross-functional teams to produce comprehensive documentation and resources.
- Facilitated workshops to train staff on knowledge management tools and best practices.
Customer Service Agent
betBio Zambia
Lusaka
12.2023 - 06.2025
- Assisted clients by answering phone calls, emails, and chats from betPawa.
- Resolved customer complaints and concerns promptly and professionally.
- Provided information on betPawa products and services, highlighting benefits and features.
- Documented customer interactions using CRM software and other office tools.
- Collaborated with internal teams such as marketing and technical support to address client issues.
- Troubleshot and escalated complex issues to senior officers or supervisors.
Marketing Assistant
Innscor (DGA Africa) - Clover Brands
Lusaka
08.2021 - 09.2023
- Assisted in preparing marketing reports that provided insights and analysis.
- Helped create and distribute meeting minutes to ensure communication and follow-up.
- Supported implementation of marketing materials in both formal and informal markets to enhance brand visibility.
- Contributed to developing engaging content and communication for marketing campaigns.
- Aided in organising and supervising promotional events and trade shows for seamless execution. Increased sale by 35%.
Administrative Assistant-Sales and Marketing
Innscor (DGA Africa) - Clover Brands
Lusaka
08.2018 - 07.2021
- Managed phone calls and emails, providing clients with quick and accurate information.
- Assisted in event planning and organisation to support sales and marketing goals.
- Contributed to the development and implementation of marketing strategies for various products and services.
- Maintained department and customer records to ensure data accuracy.
- Facilitated open communication with team members and external clients.
Administrative assistant
BH Diesel Services
04.2015 - 07.2017
- Assisted in recruitment, training, and development of staff to support a skilled and motivated team.
- Organised training sessions and activities to promote team building and professional advancement.
- Monitored staff attendance and performance, offering guidance and support as needed.
- Supported the preparation and issuance of sales invoices.
Junior Customer Associate
Tech Mahindra-Airtel Call Centre
02.2014 - 03.2015
- Facilitated phone communications while providing frontline customer support and addressing inquiries effectively.
- Handled product and consumer complaints with timely responses and efficient resolutions.
- Guided customers through billing procedures, processed payments, and supported payment setups.
Education
Master of Business Administration - General
University of Lusaka
Lusaka 06.2025 -
Bachelor of Arts Degree - Public Administration
University of Zambia
Lusaka 06.2010 - 06.2014
Grade 12 Certificate - General
Dominican Convent Secondary School
Ndola 01.2004 - 12.2008
Skills
- Attention to detail
- Data entry accuracy
- Document preparation
- Record-keeping
- Interpersonal communication
- Relationship building
- Training and development
- Market research and analysis
- Data-driven marketing strategies
- Event planning and coordination
- Promotional event execution
- Office software proficiency
References
- Richard, Samaras, Country Manager, reqszam@gmail.com, +260966998100, War Brands
- Patricia, Tembo, Assistant Senior Research Advocate, Patriciatembo17@gmail.com, +260978095374, Court of Appeal
- Flyson, Silungwe, Finance Manager, flysonsilungwe@gmail.com, +260977858396, BH Diesel Services
Timeline
Knowledge management specialist
betBio Zambia
07.2025 - Current
Master of Business Administration - General
University of Lusaka
06.2025 -
Customer Service Agent
betBio Zambia
12.2023 - 06.2025
Marketing Assistant
Innscor (DGA Africa) - Clover Brands
08.2021 - 09.2023
Administrative Assistant-Sales and Marketing
Innscor (DGA Africa) - Clover Brands
08.2018 - 07.2021
Administrative assistant
BH Diesel Services
04.2015 - 07.2017
Junior Customer Associate
Tech Mahindra-Airtel Call Centre
02.2014 - 03.2015
Bachelor of Arts Degree - Public Administration
University of Zambia
06.2010 - 06.2014
Grade 12 Certificate - General
Dominican Convent Secondary School
01.2004 - 12.2008