Milimo Sibbilishokwe
Lusaka
Overview
3
3
years of professional experience
Work History
Customer Service Representative
MTN Zambia
Lusaka
12.2021 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Supported sales team members to drive growth and development.
- Updated databases with new and modified customer data.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Mentored junior team members and managed employee relationships.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
Sales Officer
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Kabwe
10.2015 - 11.2016
- Developed strategies to increase sales and market share.
- Conducted research on competitive products and services.
- Identified customer needs and developed customized solutions.
- Implemented promotional campaigns to boost sales volume.
- Built relationships with key clients through regular contact.
- Provided exceptional customer service throughout the entire sales process.
- Collaborated with marketing team members to create compelling content.
- Developed pricing models that maximized profits while meeting customer needs.
- Negotiated contracts with customers to ensure mutually beneficial outcomes.
- Gathered data from multiple sources including surveys, focus groups.
- Developed a comprehensive understanding of company products and services.
- Sourced new sales opportunities through inbound lead follow-up.
- Built and maintained strong, long-lasting customer relationships to ensure high levels of customer satisfaction.
- Adjusted sales techniques based on interactions and feedback from customers and peers.
- Resolved customer complaints regarding sales and service.
- Supported sales team members to drive growth and development.
Education
Bachelor of Arts - Economics with Business Administration
The University of Zambia
01-2020
High School Diploma -
Kabwe Secondary School
01-2014
Skills
- Account updating
- In-store support
- Professional telephone demeanor
- Senior leadership support
- Stock management
- Research
- Retail store support
- Building rapport
- Courteous demeanor
- System implementation
- Call center procedures
- Member account management
- Sales expertise
- Key holder experience
- Sales closing
- New teller training
- Product and service solutions
- Promotional support
- Hospitality and accommodation
- Schedule mastery
- Brand representation
- Adaptive team player
- Prioritization
- Microsoft Excel
- Microsoft PowerPoint
Languages
English
First Language
Timeline
Customer Service Representative
MTN Zambia
12.2021 - Current
Sales Officer
top image africa
10.2015 - 11.2016
Bachelor of Arts - Economics with Business Administration
The University of Zambia
High School Diploma -
Kabwe Secondary School