Monica Kalo
Camp Manager
Lusaka
Summary
Experienced Camp Manager with 3+ years’ in the tourism and conservation industry and awarded 2023 best employee of the year in Hospitality services. Skilled in customer services and conflict resolution. Proven track record of improving revenue and enhancing guest experience. Performance oriented in administration and office support and driven with an in-depth understanding of contract negotiations, Budgets, payroll and companies’ organizational needs
Overview
4
4
years of professional experience
5
5
years of post-secondary education
6
6
Certifications
Work History
Camp Manager
Conservation Lower Zambezi
Kafue
03.2022 - Current
- Established and trained a team of housekeeping staff that has increased room cleanliness and reduced customer complaints by 15%
- Developed a comprehensive camp budget that accurately projected revenues and expenses and cut down operational costs by 20%
- Maintain camp inventory supplies for various departments, including housekeeping, kitchen and administration
- Coordinate bookings of approximately 70+ Guests and check guests in and out during busy periods by using a customized reservation Log sheet
- Awarded 2023 best employee of the year in hospitality services
- Built relationships with key stakeholders and vendors, resulting in 10 % reduction in operating costs
- Improved guest satisfaction scores by 25% in 2022 according to guest surveys on staff courtesy, facility cleanliness, maintenance quality and breakfast service
Personal Assistant
Examination Council of Zambia (ECZ)
Remote
03.2023 - 11.2023
- Assistant to human Resource Manager in coordinating meetings, travel arrangements and assigned duties
- Displayed absolute discretion at handling confidential information.
- Introduced a diary system that automatically alerted each executive of impending work schedules and appointment
- Introduced a client scheduling program that decreased scheduling time by 40%.
Office Administrator/Manager
Spotless Waste Management and Recycling Company
09.2020 - 03.2022
- Developed and promoted efficient office procedures and processes, resulting in 10% reduction in administrative costs
- Provided administrative support to management, resulting in improved efficiency in daily operations by 5%
- Designed and promoted effective policies and procedures for HR, finance and other administrative functions
- Decreased paper wastage by 30% by introducing a “scan and save” method for filing old receipts
- Initiated a central appointment system that took information from online forms filled out by clients and allotted them a dynamic appointment number
Sales Agent
Spotless Waste Management And Recycling Company
Lusaka
01.2020 - 09.2020
- Spoke to customers in native language to increase loyalty and establish relationships.
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Assisted call-in customers with questions and orders.
- Negotiated pricing with vendor suppliers to fit customer budgets and generate maximum gross profit.
Education
Bachelor’s Degree - Environmental Education
The University of Zambia
Lusaka, Zambia 10.2016 - 05.2021
Skills
Hospitality Managementundefined
Certification
Professional certificate in Project planning and Management
Awards
Awarded scholarship to pursue my undergraduate studies at UNZA Awarded 2023 best employee in Hospitality services
Volunteer Experience
- SDG Action Project lead certificate by Leap Africa & DOW
- 2019 Max Thabiso Edkins Climate Ambassador by Connect4 Climate
- Capstone Project Certificate under the School of Climate Change, Oxford
- Member of the Children and Youth major Group to UNEP
- Assistant Mind Reader at Westland Community School
References
Available upon request
Timeline
Personal Assistant
Examination Council of Zambia (ECZ)
03.2023 - 11.2023
Camp Manager
Conservation Lower Zambezi
03.2022 - Current
Office Administrator/Manager
Spotless Waste Management and Recycling Company
09.2020 - 03.2022
Sales Agent
Spotless Waste Management And Recycling Company
01.2020 - 09.2020
Bachelor’s Degree - Environmental Education
The University of Zambia
10.2016 - 05.2021
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