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Madina Luswata
Lusaka
Summary
Highly organized and detail-oriented professional with expertise in executive support, client communication, document preparation, and digital organization. Adept at managing multiple priorities, ensuring seamless daily operations, and supporting team objectives with exceptional problem-solving and communication skills. Proficient in utilizing tools such as Microsoft Office, Google Suite, and various project management platforms to optimize productivity in remote work environments. Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Team Leader-Call Center
Bridging Gap Solutions
Lusaka
01.2024 - Current
- Monitored and improved CSAT, NPS, and CES scores, achieving a 35% increase in customer satisfaction within 2 months.
- Suggested and organised team building activities and rewarded accomplishments.
- Streamlined customer support processes, reducing resolution time by 10%, and improving first-call resolution rates..
- Collaborated with other departments to streamline processes and improve interdepartmental cooperation.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Analyzed support team KPIs, such as average handle time (AHT) and ticket resolution rate, achieving a 15% improvement.
- Supervise a team of eight team leaders, delivering high-quality service across multiple channels.
Personal Assistant
Dmedia Films
Lusaka
01.2024 - Current
- Manage executives’ calendars, coordinate appointments, and organize meetings to ensure efficient daily operations.
- Handle email correspondence, draft responses, and maintain timely follow-ups with clients.
- Prepare, edit, and format presentations, reports, and other key documents to support team activities.
- Conduct online research, compile data, and perform data entry for various projects and initiatives.
- Assist with social media management by scheduling content posts, and supporting marketing efforts to enhance brand presence.
- Organise, update, and maintain digital files, records, and databases to ensure streamlined access to information.
Student Support Officer
University of Zambia-Institute of Distance Education
Lusaka
01.2022 - 12.2023
- Enhancing the educational experience
- Coordinate with other departments to support student organizations, activities, and events
- Assist walk-in students and prospective students with accounts-related queries, such as tuition fees and bank details
- Address and resolve student issues, including disciplinary actions, grievances, and other concerns
- Advocate for student needs and represent the student body in administrative meetings
- Handle the Accounts Customer Service phone, resolving queries from students via voice, text, and WhatsApp
- Manage the UNZA-Institute of Distance Education Facebook page, resolving customer care issues posted by students and prospective students
- Provide guidance to students on registration matters
- Participate in the invigilation of examinations, ensuring compliance with rules and regulations
- Provide orientation on using the online system to newly admitted students
- Promote diversity, equity, and inclusion within the student body
- Develop and implement crisis response protocols and procedures
- Coordinate with campus security and local authorities to ensure student safety
- Provide support and resources to students in crisis or distress
- Ensure compliance with legal and regulatory requirements related to student safety and welfare
Call Centre Team Leader
Zambia Telecommunications (Zamtel)
Lusaka
01.2017 - 12.2020
- Achieved the lowest average call handling time for the team
- Monitored and adjusted KPIs to improve team efficiency and quality of service
- Increased customer satisfaction rating by 80% by implementing new procedures that reduced wait times and provided more attentive service
- Coached, motivated, and counseled staff including administering disciplinary actions if necessary, ensuring no disruption to ongoing daily operations
- Maintained staff by recruiting, selecting, and training new employees, resulting in a 40% average increase in staff productivity
- Handled customer complaints, provided appropriate solutions and alternatives within time limits, and followed up to ensure resolution
- Kept records of customer interactions, processed customer accounts, and filed documents
- Followed communication procedures, guidelines, and policies, and took the extra mile to engage customers
Call Centre Agent
Zambia Telecommunications (Zamtel)
Lusaka
01.2015 - 12.2017
- Answering incoming calls and responding to clients
- Excellent first call resolution and complete call logs and report
- Ensuring customer satisfaction or referring customers to supervisors
- Evaluate problems and complaint of the client and processing returns effectively
- Obtaining and correctly recording customer information, Report and escalate customers request and feedback
- Mail all the queries that I cannot provide solution, to respective department of Technicians
- Routing calls to appropriate personnel
- Research, identify, and resolve customer complaints using applicable software
- Make relevant notes from customer interaction
Bank Teller
Stanbic Bank
Lusaka
01.2011 - 12.2014
- Ensure prompt and efficient payment and posting of all cash and cheque transactions
- Ensure proper balancing of transactions on a daily basis
- Oversee service delivery at teller points
- Cross-sell bank products to customers
- Perform any other duties as assigned by the Cash Officer/Customer Service Manager
- Maintain a professional image at all times
- Escalate outstanding online/interbank cheques to the Branch Manager on the same day
- Ensure the clean desk policy is observed and maintain counter cleanliness
- Direct customers to appropriate service channels (e.g., cashiers, ATMs, agent outlets)
- Adhere to security policy requirements for counter security
- Verify cash received and paid out before completing transactions to avoid errors
- Reconcile till at the start and end of the day, and whenever cash is restocked or repatriated
- Liaise with the Senior Teller for evacuation of excess cash to minimize losses in the event of a robbery
- Hold cash within the teller limit and refer transactions exceeding the limit to the next level of authorization
- Ensure the teller panic button is tested according to the bank’s procedure
Education
Bachelor of Arts - Economics
Makerere University
Uganda01.2013
Skills
- Salesforce
- Zoho
- Zendesk
- Trello
- Asana
- MS Office
- Google Suite
- Slack
- Microsoft Teams
- Zoho Cliq
Certification
- Working as A Virtual Assistant, Alison Certificate, Completed
- Customer Service Training, Alison Certificate, Completed
- Project Management For NGOs, PM4NGOs Certificate, On-going
- Virtual Assistant Program, ALX Africa, On-going
Additional Information.
- Remote work experience with a proven track record of independence and time management.
- Recognized for reliability, attention to detail, excellent problem solving skills, and ability to manage complex tasks efficiently.
- Available for flexible working hours to accommodate project needs and deadlines.
Affiliations
- Excellent Verbal and Written Communication Skills
- Patient: Able to remain calm and composed in challenging interactions.
- Empathy: Able to understand and address customer emotions.
- Conflict Resolution: Able to de-escalate tense situations to find mutually beneficial outcomes.
References
- Njekwa Muyenga, Contact Team lead, FNB Bank, njekwa.muyenga@fnbzambia.co.zm, 260 978 980 287, Lusaka, Zambia
- Joseph S. Gondwe, Private Banker, Stanbic Bank, Zambia, josephG@stanbic.com, 260 966 406 699, Lusaka, Zambia
- Mirriam Mizinga, Call Centre Manager, Zamtel, 0950003178, Lusaka, Zambia
Accomplishments
- Managed [Number] high-profile clients' personal and professional schedules.
- Customer Service - Managed high turn-over rate while maintaining quality service.
- Customer Service - Developed long-term relationships with customers which increased repeat business. Maintained a positive dining experience for all restaurant patrons.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Career advancementCompany CultureFlexible work hoursWork from home optionHealthcare benefitsPersonal development programsWork-life balanceQuote
The way to get started is to quit talking and begin doing.
Walt Disney
Software
Languages
English
Advanced (C1)
C1
Interests
Cooking and baking, listening to business and motivation podcasts
Timeline
Senior Team Leader-Call Center
Bridging Gap Solutions
01.2024 - Current
Personal Assistant
Dmedia Films
01.2024 - Current
Student Support Officer
University of Zambia-Institute of Distance Education
01.2022 - 12.2023
Call Centre Team Leader
Zambia Telecommunications (Zamtel)
01.2017 - 12.2020
Call Centre Agent
Zambia Telecommunications (Zamtel)
01.2015 - 12.2017
Bank Teller
Stanbic Bank
01.2011 - 12.2014
- Working as A Virtual Assistant, Alison Certificate, Completed
- Customer Service Training, Alison Certificate, Completed
- Project Management For NGOs, PM4NGOs Certificate, On-going
- Virtual Assistant Program, ALX Africa, On-going
Bachelor of Arts - Economics
Makerere University
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