Monica Malala Malunga
Kitwe,08
Summary
Dynamic professional with a proven track record in customer relationship, inventory management,and CRM/SAP proficiency, exceeding expectations across roles at Prudential Life Assurance and other leading companies. Excelled in enhancing customer satisfaction and streamlining operations, demonstrating exceptional organizational skills and strategic planning. Achieved significant improvements in client retention and sales efficiency.
Overview
10
10
years of professional experience
Work History
Sales Consultant
Prudential Life Assurance
10.2024 - Current
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Provided sales and customer service assistance to walk-in traffic
- Developed long-lasting client relationships by consistently exceeding expectations with exceptional service.
- Followed up with existing customers to provide additional support and address concerns.
Executive Assistant/Stores Officer
Blackwater Mining
05.2023 - 05.2024
- Handled confidential and sensitive information with discretion and tact.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Managed office inventory, tracking supplies and placing orders to ensure smooth daily operations.
- Maintained accurate records of inventory levels,including receipts,and stock balances.
- Identified and addressed inventory discrepancies, such as stock shortages or overstocking.
Front-end Supervisor
Builders Warehouse
02.2019 - 04.2023
- Maintained a clean and organized front-end area to ensure a pleasant shopping experience for customers.
- Managed customer returns and exchanges efficiently, ensuring a smooth process for both customers and employees.
- Monitored cashier performance metrics to identify areas for improvement and implement corrective actions as needed.
- Ensured compliance with company policies and local regulations through regular audits of cash registers, transaction records, and employee behaviors on duty.
- Enhanced customer satisfaction by effectively managing front-end operations and addressing customer concerns promptly.
Front-end Retail Cashier
Builders Warehouse
09.2017 - 01.2019
- Contributed to store cleanliness by completing assigned cleaning tasks diligently during downtime periods.
- Reduced wait times for customers through effective use of POS system and multitasking abilities.
- Enhanced customer satisfaction by providing efficient and courteous service during checkout.
- Managed high volume of customers effectively during peak hours maintaining quality service standards.
- Supported inventory management by restocking shelves and conducting regular price checks for accuracy.
Retail Assistant
Edgars Stores
06.2016 - 07.2017
- Used POS system to process sales, returns, online orders, and gift card activations.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Interacted with customers proactively, identifying needs and offering suitable product recommendations.
Cashier
Pick N Pay
04.2015 - 04.2016
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Assisted customers with returns, refunds and resolving transaction issues.
Education
Bachelor of Science - Purchasing And Supply
Copperbelt University
Kitwe12-2026
Certificate - Purchasing And Supply Management And OHS
Adaptive Innovations Research
Lusaka10-2024
Certificate - Sales And Marketing, Records Management
Chain Research Organization
Lusaka, Zambia04-2023
Certificate - Micro Soft Office Suit, Monitoring And Evaluation
Chain Research Organization
Lusaka04-2023
Certificate - Pyscho-social Counseling
Liberty Training College
Lusaka, Zambia03-2012
Skills
- Time management
- Customer relationship management
- CRM/SAP proficiency
- Objection handling
- Strategic planning
- Organizational/Multitasking
- Excellent Customer Service
- Prospecting skills
- Closing techniques
Accomplishments
Outstanding Customer Service Champion for Builders Warehouse Kitwe in 2019 & 2022 respectively.
Best Intern Student of Psychosocial Counselor at Kabwata Clinic in Lusaka.
Languages
English, Nyanja
Native language
Bemba
Proficient
C2
Timeline
Sales Consultant
Prudential Life Assurance
10.2024 - Current
Executive Assistant/Stores Officer
Blackwater Mining
05.2023 - 05.2024
Front-end Supervisor
Builders Warehouse
02.2019 - 04.2023
Front-end Retail Cashier
Builders Warehouse
09.2017 - 01.2019
Retail Assistant
Edgars Stores
06.2016 - 07.2017
Cashier
Pick N Pay
04.2015 - 04.2016
Bachelor of Science - Purchasing And Supply
Copperbelt University
Certificate - Purchasing And Supply Management And OHS
Adaptive Innovations Research
Certificate - Sales And Marketing, Records Management
Chain Research Organization
Certificate - Micro Soft Office Suit, Monitoring And Evaluation
Chain Research Organization
Certificate - Pyscho-social Counseling
Liberty Training College
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