Mwila Tembwe
Lusaka
Summary
I'm a driven, enthusiastic young woman who can adapt, work under pressure, and be innovative. I have outstanding communication and interpersonal skills. I always want to acquire new things and talents; therefore, if something is unclear to me, I will ask questions. I've gained expertise working in teams throughout the years as an organiser and reliable candidate who excels at handling several priorities while maintaining a positive perspective. willingness to accept more duties to achieve team objectives.
Overview
4
4
years of professional experience
Work History
CRM Specialist
SUNDA INTERNATIONAL
Lusaka
08.2024 - Current
- Identified needs of customers promptly and efficiently.
- Monitored performance metrics such as response time, resolution rate, and customer feedback scores.
- Resolved client complaints and gave feedback.
Health Care Assistant
Apex Prime Care
Portsmouth, United Kingdom
08.2022 - 08.2023
- Vigilantly monitored changes in physical and mental health, reporting deterioration to senior carers for urgent attention
- Safely escorted patients during medical appointments and hospital visits
- Met with patients and families to discuss care plan adaptations, seeking continual improvement
- Demonstrated consistent respect and privacy for care users, maintaining dignity irrespective of circumstance
- Helped service users improve their independence, building strength and confidence to enhance daily living
- Empowered vulnerable individuals to retain maximum independence through targeted care
- Completed care documentation and monitored patient progress to achieve up-to-date records
- Optimized patient satisfaction through compassionate, considered care and communication
- Answered call lights promptly and responded to patient requests in a timely manner.
Customer Service Representative
Mint People
Portsmouth, United Kingdom
08.2021 - 08.2023
- Managed customer complaints, providing appropriate solutions to guarantee positive outcomes
- Assisted customers with varying questions using product knowledge and service expertise
- Answered customer telephone calls promptly and improved on-hold wait times
- Managed high-volume customer queries simultaneously through effective multitasking
- Resolved customer issues effectively, using strong people skills and conflict resolution techniques
- Resolved customer complaints promptly and efficiently.
Warehouse Picker
Estee Lauder Companies
Fareham, United Kingdom
05.2021 - 09.2021
- Safely moved and stored stock to protect company assets
- Completed work orders and packing slips with accuracy
- Accurately packed and picked high-volume orders in challenging environments
- Maintained quick pace to meet order deadlines, contributing to smooth dispatch activities
- Checked quality of products and packaging to meet high standard
- Collaborated with team members on projects as needed.
Education
Bachelor of Arts - International relations
University of Portsmouth
05.2023
High School Diploma -
Springfield Coaching Center
Lusaka 11-2018
Skills
- Health assessment and monitoring
- Safeguarding knowledge
- Organizational standards
- Exceptional communicator
- Workflow management
- Report writing
- Complaint resolution
- Customer service
- Written Communication
References
- JADA FRAY, COORDINATOR, APEX PRIME CARE, +447926287542, Jada.fray@gmail.com
- MPAMPO WINA, MANAGING DIRECTOR, NVE EVENTS, +260976394628, QUEENMPAMPO@GMAIL.COM.
- DAVID NORMAN, PROFESSOR, UNIVERSITY OF PORTSMOUTH, DAVID.NORMAN@PORT.AC.UK.
Languages
English
Upper Intermediate
B2
Nyanja
Intermediate
B1
Bemba
Elementary
A2
Timeline
CRM Specialist
SUNDA INTERNATIONAL
08.2024 - Current
Health Care Assistant
Apex Prime Care
08.2022 - 08.2023
Customer Service Representative
Mint People
08.2021 - 08.2023
Warehouse Picker
Estee Lauder Companies
05.2021 - 09.2021
Bachelor of Arts - International relations
University of Portsmouth
High School Diploma -
Springfield Coaching Center