Summary
Overview
Work History
Education
Skills
Languages
Certification
Accomplishments
Affiliations
Timeline
Generic

Miranda Tembo

Summary

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.Successfully works as part of a team to reach personal and Organizational goals by being an effective and efficient employee to maximise customer satisfaction service and support,while addressing diverse issues and holding the highest ethical standards and maintaining customer trust.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Customer Service Officer

ZESCO
Kitwe
12.2008 - Current
  • Assisting clients in understanding the Zesco documents, such as the application forms, change of customer details, how to download and use the Zesco app, and USSD codes.
  • Resolving customer queries, such as billing complaints and wrong purchase of units.
  • Recording and following up faults-related complaint.
  • Processing new applications for power.
  • Customer service delivery.
  • Managed daily operations of the Customer Service Department.
  • Maintained accurate records of customer interactions and transactions.
  • Updated internal databases with new account information as needed.
  • Performed follow-up calls with faults, new installations, operations, and maintenance to ensure customer satisfaction with product and service delivery.
  • Handled escalated customer complaints and disputes in a professional manner.
  • Educated customers on products and services offered by the company, e.g., net energy, switch and save, My Zesco app.
  • Established trustful relationships with customers through effective communication skills.
  • Ensured compliance with applicable laws and regulations related to customer service activities.
  • Provided excellent customer service by responding to inquiries in a timely and efficient manner.
  • Answered customer inquiries via telephone, email and face-to-face contact.
  • Resolved customer issues in an efficient and timely manner.
  • Provided customer service in a courteous and professional manner.
  • Answered phone with positive attitude and asked questions to better understand customer needs.
  • Inform customers about billing procedures, processing payments, and providing payment options. For example, cashless payments can be made through banks, mobile, or cash deposit.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Asked probing questions to determine service needs and accurately input information into electronic systems. e.g faults
  • Collected deposits and proof of payments, and arranged for receipting.
  • Excelled in exceeding daily credit card application goals.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.

Center Manager

ZESCO
Kalulushi
03.2013 - 06.2024
  • Provided guidance to team members on how to handle difficult customer situations while maintaining excellent customer service levels.
  • Motivated and led team members to work together to achieve targets.

Direct Debt and Credit Assistant

ZESCO
Kitwe
12.2008 - 10.2009
  • Submitting the deduct schedule to the Bank for all the Kitwe Deduct clients.
  • Responded promptly to inquiries from customers regarding their accounts.
  • Prepared reports summarizing customer accounts receivable activity.
  • Created new customer accounts by filling in the DDACC forms, ensuring accuracy of all data entered in the system.
  • Generated monthly aging reports for management review of customer account status.
  • Monitored customer accounts to ensure timely payments were made in accordance with established terms.
  • Maintained customer files, including credit histories, payment records and account status information.
  • Sorted and distributing direct debt notification letters and emails to clients.
  • Attending to DDACC clients, one on one, by attending to queries e.g cancellation of DDACC,increasing the dedution,

Education

Bachelor of Science - Public Administration

NATIONAL INSTITUTE OF PUBLIC ADMINISTRATION
LUSAKA ,ZAMBIA
10-2022

Associate of Science - Human Resources Management

DIPLOMA IN HUMAN RESOURCE MANAGEMENT
LUSAKA ,ZAMBIA
09-2018

Associate of Science - DIPLOMA IN HUMAN RESOURCE

THE ASSOCIATES OF BUSINESS EXECUTIVES (ABE)
ZAMBIA INSTITUTE OF BUSINESS STUDIES, KITWE
02-2012

Skills

  • Effective and efficient
  • Customer Focused
  • Team player
  • Excellent listening skill
  • Very active and action Oriented
  • Extremely calm under pressure and patient
  • Excellent with Complaint Handling
  • Account Investigation
  • Customer Support
  • very independent and Works with minimum supervision
  • Very conversant with the system-CMS-OMS-ITRON-HQMS
  • Customer confidentiality
  • Daily Reporting
  • Member of the KAIZEN team
  • Was a SHEQ committee member
  • Recently appointed as a Change Agent

Languages

English
First Language
Swahili
Beginner (A1)
A1

Certification

  • Labour day award as the most Customer focused employee
  • certificate in Caregive online program

Accomplishments

  • Labour day award as the most Customer focused employee
  • Acted as Center Manager
  • 1st place at co-operate level in netball at ECL mall netball games in Kitwe
  • paticipated in the 2023 FNB run ,held in Kitwe
  • certificate in American school type of learning ACE.

Affiliations

  • i love baking
  • enjoys travelling
  • i love keeping fit by exercising ,aerobics,taking long walks ,i'm a member of Fitness factory Gym
  • i like watching movies
  • helps orphans and valunarable children
  • current studying methodology

Timeline

Center Manager

ZESCO
03.2013 - 06.2024

Customer Service Officer

ZESCO
12.2008 - Current

Direct Debt and Credit Assistant

ZESCO
12.2008 - 10.2009

Bachelor of Science - Public Administration

NATIONAL INSTITUTE OF PUBLIC ADMINISTRATION

Associate of Science - Human Resources Management

DIPLOMA IN HUMAN RESOURCE MANAGEMENT

Associate of Science - DIPLOMA IN HUMAN RESOURCE

THE ASSOCIATES OF BUSINESS EXECUTIVES (ABE)

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Miranda Tembo