Hi, I’m
Mwelwa Sondashi
Kitwe
Summary
Dynamic Customer Service Officer with over ten (10) years of experience in this field with a proven track record , excelling in problem-solving and active listening. Renowned for transforming customer complaints into customer satisfaction as one of the pillars in our company's strategic plan, enhancing retention rates by fostering empathetic client relationships ,effective communication .
Overview
13
years of professional experience
1
Certification
Work History
Zesco Ltd
Customer Service Officer
05.2011 - Current
Job overview
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Investigated and resolved customer inquiries and complaints quickly.
- Managed timely and effective replacement of damaged or missing products.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promptly responded to inquiries and requests from prospective customers.
- Trained staff on operating procedures and company services.
Education
University of ZambiaLusaka
MBA from Business Management
12.2025
Copperbelt UniversityKitwe
BBA from Business Administration
08.2023
NIEC School of Business Management TrustNdola
Diploma from Management of Information Systems
04.2003
Choma Secondary ChoolChoma
School Certificae from Secondary School Education
12.1999
Skills
- Active listenr
- Good communicator
- problem solver
- emphathetic and understanding
- Team worker
- patience
- Positive attitude
- Emotionally intelligent
Certification
- A member of the chartered institute of customer management (CICM) and also a certified customer service practitioner.
- A certificate in supervisory leadership obtained from
Kafue george training centre.
Timeline
Customer Service Officer
Zesco Ltd
05.2011 - Current
University of Zambia
MBA from Business Management
Copperbelt University
BBA from Business Administration
NIEC School of Business Management Trust
Diploma from Management of Information Systems
Choma Secondary Chool
School Certificae from Secondary School Education
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