Patricia Chali
Lusaka
Summary
Experienced sales professional with a successful history of driving sales and building client relationships. Proficient in identifying customer needs, providing tailored solutions, and closing deals effectively. Skilled in communication, negotiation, and problem-solving. Strong team player with a proactive approach and a dedication to achieving targets.
Overview
16
16
years of professional experience
Work History
Administrator
MTN zambia
07.2019 - Current
- Compile data from multiple sources into comprehensive reports for management review.
- Maintain filing system for important documents such as contracts and invoices
- Ensure that all paperwork is completed accurately before submission deadlines.
- Coordinate meetings, conferences, travel arrangements.
- Prepare presentations using Microsoft Office Suite applications
- Prepare reports on various projects for management review.
- Provide general administrative support to staff members.
- Manage office supplies inventory and placed orders when necessary.
- Support departmental activities by providing clerical assistance.
- Check office stock to determine supply levels and maintain inventory.
- Manage travel arrangements and accommodations for executive staff and visiting clients.
- Serve as the primary point of contact for external stakeholders, including clients and partners.
- Handle correspondence, including drafting emails, memos, and reports for senior management.
- Oversee inventory management, including ordering office supplies and equipment maintenance.
- Manage day-to-day office operations, ensuring efficient workflow and adherence to policies.
- Coordinate scheduling and logistics for staff meetings and corporate events.
Customer Service Supervisor
MTN Zambia
01.2017 - 06.2019
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Assisted in developing training materials for new hires as well as existing employees.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Evaluated employee performance reviews based on specific criteria set forth by management.
- Maintained accurate records of customer interactions for future reference.
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
- Addressed customer inquiries to increase customer satisfaction ratings.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
- Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Delegated work to staff, setting priorities and goals.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Guided employees in handling difficult or complex problems.
Customer Service Representative
MTN Zambia
06.2012 - 12.2016
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Developed strong relationships with customers by providing personalized assistance and support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Resolved customer complaints promptly and efficiently.
- Provided exceptional customer service to ensure customer satisfaction.
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed positive relationships with customers through friendly interactions.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained a high level of professionalism when dealing with difficult customers.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Identified opportunities for upselling additional products or services based on customer needs.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Sales Assistant
Yash pharmaceuticals
01.2008 - 05.2012
- Greeted visitors warmly upon arrival at the office premises.
- Performed data entry tasks into various software programs including MS Excel spreadsheets.
- Maintained confidential records and files related to executive operations.
- Answered telephone calls from customers or clients providing assistance where necessary.
- Monitored incoming emails and responded accordingly in a timely manner.
- Provided administrative support in preparing contracts, invoices, purchase orders, and other documentation required for daily business activities.
- Entered customer information and updates in database system to track leads, interactions, relationships and propel sales opportunities.
- Managed daily invoices, reports and proposals.
- Processed special orders for out-of-stock items when necessary.
- Processed orders accurately and efficiently using a POS system.
- Informed customers about current promotions and discounts.
- Provided customer service by answering questions, resolving problems, and responding to complaints in a timely manner.
- Assisted in creating displays to promote products.
- Organized stockroom shelves, racks and bins according to store layout and product categories.
- Greeted customers and provided assistance with product selection.
- Assisted customers with returns, exchanges and refunds.
- Performed cashier duties such as scanning items, processing payments, and issuing receipts or change due.
- Monitored stock levels to facilitate restocking and replenishment of shelves.
- Stocked shelves and supplies and organized displays to focus customer attention on specific items.
- Greeted customers to determine wants or needs.
Education
Some College (No Degree) - Business Administration And Management
Evelyn Hone College
12-2007
High School Diploma -
Kansenshi High School
11-2004
Skills
- Fast learner
- Analytical skills, innovative and critical thinker
- Excellent Customer Service for internal and external customers
- Excellent oral and written communication skills in English
- Customer centric
- Self -motivated
- Attention to detail on any task
- Able to work with minimum supervision
- Ability to multi-task and meet deadlines
- Ability to work with Microsoft Office programs, Outlook, Word and Excel
Timeline
Administrator
MTN zambia
07.2019 - Current
Customer Service Supervisor
MTN Zambia
01.2017 - 06.2019
Customer Service Representative
MTN Zambia
06.2012 - 12.2016
Sales Assistant
Yash pharmaceuticals
01.2008 - 05.2012
Some College (No Degree) - Business Administration And Management
Evelyn Hone College
High School Diploma -
Kansenshi High School
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