Lweendo Kampengele Nasinda

• Improved response times with efficient resource allocation, ensuring prompt support for all customers.
• Expertly managed escalated issues through effective communication strategies leading to swift resolutions.
• Streamlined workflow processes for improved team efficiency and increased productivity.
• Enhanced customer satisfaction by resolving complex issues and providing tailored solutions.
• Collaborated with cross-functional teams to implement new strategies and improve customer experience.
• Established a positive work environment by fostering open communication and promoting teamwork among staff members.
• Mentored junior staff members to develop their skills, leading to higher performance levels.
• Spearheaded initiatives aimed at enhancing overall service quality, driving significant improvements in customer satisfaction ratings.
• Managed high-volume call center operations, maintaining service quality standards across the team.
• Enhanced customer satisfaction ratings by resolving technical, on-site and account issues efficiently.
• Built strong relationships with field operations team to support business development opportunities and improve service.
• Addressed on average [Number] inbound customer calls daily.
• Directed team of [Number] supervisors and managers to enhance across-the-board customer support and better meet company service demands.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Defined clear targets and objectives and communicated to other team members.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Controlled resources and assets for department activities to comply with industry standards and government regulations.

• Contributed to a positive work environment through proactive collaboration and effective communication with colleagues.
• Maintained detailed case documentation, ensuring accurate recordkeeping and streamlined communication among team members.
• Provided exceptional customer service to address taxpayer inquiries and resolve disputes quickly.
• Ensure customers pay on time and chase overdue accounts.
• Keep customer billing records accurate and up to date.
• Keep unpaid bills in check, disconnect power for non-payment.
• Provide regular updates on collections and outstanding debts.
• Work with finance, customer service, and technical teams to resolve billing issues.
• Oversee cash payments and ensure they are properly reconciled.
• Follow all rules and regulations regarding payment collection and billing.

• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
• Oversaw compliance with industry regulations and company policies, ensuring safe and legal operational environment.
• Evaluated staff performance and provided coaching to address inefficiencies.
• Evaluated customer needs and feedback to drive product and service improvements.
• Maintained database systems to track and analyze operational data.

§ Provide regular reports on order status, issues, and team performance.

§ Ensure all customer service orders are resolved in record time.

• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
• Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
• Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
• Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
• Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
• Met customer call guidelines for service levels, handle time and productivity.
• Educated customers about billing, payment processing and support policies and procedures.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Maintained up-to-date knowledge of product and service changes.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Trained new personnel regarding company operations, policies and services.

§ Respond to customer inquiries about services, billing, and complaints

§ Handle and resolve customer issues quickly and professionally.

§ Log all customer interactions and issues accurately in the system.

§ Give customers accurate details about ZESCO services, tariffs, and outages.

§ Escalate complex issues to relevant departments or supervisors.

§ Ensure calls are answered within set time limits and service standards are met.

§ Adhere to call handling protocols and company policies