NATASHA CHITALU
EMMASDALE
Summary
I am self-motivated, goal and result performance oriented, value driven person. In addition, I have excellent listening, speaking and writing skills. Desire to apply integrated transformational development to a broader category of people regardless of their political, religious and racial boundaries.
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in the field roles with high-volume customer demands.
Overview
6
6
years of professional experience
Work History
Customer Care Representative (CCR)
Ison Experiences Zambia
01.2024 - Current
Supervisor/Secretary
Vision Experts Solution
01.2022 - Current
- Company Overview: Vision Experts Solution (Law Firm)
- Provide guidance, support, oversee employees performance, identifying development needs, communicate organizational needs, typing, managing of company files and documents, forming professional relationships with other companies and managing reciprocal relationship between staff and organization.
- Vision Experts Solution (Law Firm)
Coordinator
Namak enterprise limited
Lusaka
04.2025 - 09.2025
- Coordinated project timelines and schedules for multiple teams across departments.
- Managed communication between stakeholders to facilitate project updates and feedback.
- Developed training materials to enhance team member skills and knowledge.
- Managed tender submissions and deadlines.
- Managed quotation preparations and submitting.
Customer Service Representative
Afrimula solutions
Lusaka
01.2025 - 03.2025
- Managed customer accounts to ensure timely collection of outstanding debts.
- Communicated with clients via phone and email regarding payment arrangements.
- Resolved disputes by negotiating payment terms and addressing client concerns.
- Collaborated with team members to improve collection strategies and processes.
- Maintained compliance with federal and state debt collection regulations consistently.
- Processed incoming payments from customers according to established procedures.
- Verified accuracy of account information and updated records accordingly.
- Documented collection activities in the company's management system accurately.
Customer Care Representative
Ison Experiences Zambia
Lusaka
03.2024 - 12.2024
- Assisted customers with inquiries and resolved issues promptly and efficiently.
- Collaborated with team members to enhance the customer service experience.
- Educated customers on product features and promotions to drive engagement.
- Handled complaints professionally, maintaining a positive company image consistently.
- Documented interactions and feedback in the system for future reference and analysis.
- Followed up with customers post-interaction to ensure satisfaction and resolve outstanding issues.
- Answered customer inquiries over the phone and via email.
- Resolved customer complaints promptly and professionally.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Provided accurate, valid, and complete information to customers.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Delivered customer support to high call load each shift.
- Built sustainable relationships of trust through open communication with customers.
- Gathered customer feedback to suggest improvements for products and services.
Mobile Money Teller - Agent
Webby General Dealers
01.2020 - 01.2021
Education
Human Resources Management
Evelyn Hone College
Lusaka , Zambia 08.2025 - 10.2025
SENIOR SECONDARY SCHOOL -
FUTURE LIGHT ACADEMY
JUNIOR SECONDARY SCHOOL -
FUTURE LIGHT ACADEMY
PRIMARY SCHOOL -
LITTLEWOODS SCHOOL
Skills
- Customer service
- Conflict resolution
- Performance management
- Relationship building
- Problem analysis
- Data organization
- Active listening
- Data entry
- Cultural awareness
- Order processing
- Time management
- Team leadership
- Verbal and written communication
- Security verification
- Multitasking and organization
- Email correspondence
- Inbound customer service
- Phone etiquette
- Problem resolution
- Empathy and patience
- Decision-making
- Complaint handling
- Adaptability and flexibility
- Call handling
- Product education
- Customer relationship management
- Issue escalation
- Email communication
- Payment processing etc
Personal Information
- Date of Birth: 12/24/01
- Gender: FEMALE
- Nationality: ZAMBIAN
- Marital Status: SINGLE
- Religion: CHRISTIANITY
References
- Mr. Mainga, School director, Future Light Academy, P.o box 35286, Lusaka, 0977892637
- Mr. Thomson Mwapwa, School manager, Future Light Academy, P.o box 35286, Lusaka, 0975099585/0965608751
- Mrs Racheal Chulu Kalaliki, Company manager, Mobile Money, 0974728095
- Hon. David Siame, Company Director, Vision Experts Solution (Law Firm), +260 977 301845
- Mr. Nachibanga, Team Lead, Ison experiences Zambia, +260 97 5676602
- Miss Jane Luo, Team Lead, Afrimula Solutions, +260 770341103
- Miss Chimuka, Supervisor, Namak enterprise limited, +260978892240
Hobbies and Interests
- I enjoy listening to music
- Reading novels
- Motivating people
- Adventure
Nrc Number
667411/10/1
Ability
- Able to work with no or minimum supervision. Good relationship with fellow workers.
- Able to work in different shifts
- Able to work for 8-9 hours
- Able to work overtime
Languages
English
Advanced
C1
Timeline
Human Resources Management
Evelyn Hone College
08.2025 - 10.2025
Coordinator
Namak enterprise limited
04.2025 - 09.2025
Customer Service Representative
Afrimula solutions
01.2025 - 03.2025
Customer Care Representative
Ison Experiences Zambia
03.2024 - 12.2024
Customer Care Representative (CCR)
Ison Experiences Zambia
01.2024 - Current
Supervisor/Secretary
Vision Experts Solution
01.2022 - Current
Mobile Money Teller - Agent
Webby General Dealers
01.2020 - 01.2021
SENIOR SECONDARY SCHOOL -
FUTURE LIGHT ACADEMY
JUNIOR SECONDARY SCHOOL -
FUTURE LIGHT ACADEMY
PRIMARY SCHOOL -
LITTLEWOODS SCHOOL