Mercy Katongo
Lusaka
Summary
Dynamic customer service professional with a proven track record at Zamtel, excelling in complaint resolution and process improvement. Skilled in upselling and effective communication, I consistently enhance customer satisfaction and drive sales growth. My proactive follow-up strategies have significantly improved customer retention and loyalty.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative and Social Media
Bridging Gap Solutions
Lusaka
01.2024 - Current
- Resolved customer complaints promptly and efficiently.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Identified opportunities for upselling additional products or services based on customer needs.
- Conducted regular follow-up calls with customers after resolving their issues.
- Answered customer inquiries via phone, email, and chat.
Customer Service Representative
Zamtel
Lusaka
01.2023 - 12.2025
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Implemented innovative methods for streamlining the customer service process.
- Conducted regular follow-up calls with customers after resolving their issues.
- Provided accurate information about products and services to customers.
- Maintained a high level of professionalism when dealing with difficult customers.
Zonal Census Coordinator
Census
Choma
07.2022 - 10.2022
- Provided technical assistance to staff in completing census forms.
- Assisted in developing strategies for increasing response rates.
- Created reports on population trends and patterns based on census data.
- Compiled feedback from participants regarding their experiences with the survey process.
- Produced maps illustrating geographic distributions of certain populations within a given area.
- Coordinated publicity campaigns to increase public awareness about the census process.
Customer Service Representative
Zamtel
Lusaka
01.2017 - 01.2019
- Conducted regular follow-up calls with customers after resolving their issues.
- Provided accurate information about products and services to customers.
Education
Registered Nursing
Macha School Of Nursing And Midwifery
Choma Zambia10-2023
Skills
- Customer service
- Social media management
- Complaint resolution
- Upselling techniques
- Follow-up communication
- Process improvement
- Product knowledge
- Problem solving
- Effective communication
Languages
English
Advanced (C1)
C1
Nyanja
Advanced (C1)
C1
Tonga
Advanced (C1)
C1
Bemba
Elementary (A2)
A2
Certification
Diploma in registerd nursing
References
MR EDGAR PHIRI
District Census Coordinator Call Center Supervisor Zamtel
Zambia Statistical Agency Zamtel
Choma Lusaka
Cell: 260977639368
MWAKA CHOOLWE
Call Center Supervisor Zamtel
Bridging gap solution
Choma Lusaka
Cell: 260977406070
Timeline
Customer Service Representative and Social Media
Bridging Gap Solutions
01.2024 - Current
Customer Service Representative
Zamtel
01.2023 - 12.2025
Zonal Census Coordinator
Census
07.2022 - 10.2022
Customer Service Representative
Zamtel
01.2017 - 01.2019
Registered Nursing
Macha School Of Nursing And Midwifery
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