Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

phiri rabecca

Lusaka

Summary

Dynamic professional with extensive experience at the National Road Fund Agency, excelling in cash balancing and toll transaction reporting. Proven ability to enhance customer satisfaction through effective communication and problem-solving skills. Recognized for upholding intergrity and carry out duties of a an integrity focal person at station level, ensuring efficient toll collection processes and accurate record-keeping. Comfortable with managing duties in fast-paced, high-volume environment. Proficient in training staff members, generating daily reports, Offering many years of expertise in tolling.

Overview

7
7
years of professional experience
4
4
years of post-secondary education

Work History

Toll Collector

National road fund agency
Lusaka
11.2019 - 07.2025
  • Collected tolls from vehicles using electronic payment systems.
  • Assisted customers with payment inquiries and transaction issues.
  • Maintained accurate records of daily toll transactions and vehicle counts.
  • Writing manual receipts.
  • Reconciling toll collection reports.
  • Checking and verify manual toll fees.
  • Generating daily,weekly reports.
  • Monitored traffic flow at toll booths to ensure efficient collection processes.
  • Collaborated with team members to improve customer service practices.
  • Trained new staff on toll collection procedures and cash handling techniques.
  • Reported equipment malfunctions to maintenance teams for timely repairs.
  • Enforced agency policies regarding acceptable payment methods and toll violations.
  • Monitored and classified vehicles passing through toll lanes to comply with company procedures.
  • Balanced cash and prepared accurate cash deposits on monies collected at end of shift.
  • Processed toll payments and issued accurate receipts to motorists.
  • Provided customer service to clients in a courteous and professional manner.
  • Trained new employees on procedures associated with toll collection duties.
  • Maintained accurate records of transactions and cash balances.
  • Communicated effectively with co-workers, supervisors and clients.
  • Processed customer payments quickly and returned exact change and receipts.
  • Sensitised toll collectors on intergrity issues.

Prevention intervention officer

Catholic medical mission board
Lusaka
08.2018 - 11.2018
  • Assisted in recognising school drop outs due to early pregnancy.
  • Managed funding for the adolescent school drop outs.
  • Supported adolescent school drop out return into formal education.
  • Conducted home visits for the adolescent school drop outs.
  • Maintained accurate records, interactions and service utilization reports.
  • Participated in regular meetings,school and home visits regarding progress updates on the adolescent school drop outs
  • Provided guidance to school executives how to effectively report on the adolescent school drop outs due to financial challenges or early pregnancies.
  • Implemented new initiatives to enhance workplace productivity levels.
  • Ensured the security and confidentiality of sensitive information.
  • Directed the allocation of resources for project and operational needs.
  • Oversaw the development and implementation of operational procedures for the adolescent school drop outs
  • Conducted performance evaluations and provided constructive feedback.
  • Developed and maintained relationships with key clients .
  • Oversaw financial budgeting and fiscal management to optimize resources.
  • Coordinated cross-departmental projects to achieve company objectives.
  • Enforced compliance with regulatory standards and company policies.
  • Represented the organization at external events and conferences.
  • Led training and development programs to enhance team skills and performance.
  • Maintained positive working relationship with fellow staff and management.
  • Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
  • Identified areas for improvement, narrowing focus for decision-makers in making necessary changes in the school based project for vulnerable adolescents.
  • Data collection, data entry and report writing on the school based project.

Call Center Executive

Airtel (ISON BPO)
Lusaka
02.2018 - 07.2018
  • Managed customer inquiries through phone and chat support channels.
  • Resolved billing issues and updated account information efficiently.
  • Provided product information to assist customers in making informed decisions.
  • Collaborated with team members to address complex customer concerns promptly.
  • Documented customer feedback to improve service quality and processes
  • Maintained a positive attitude while handling challenging customer interactions.
  • Provided quality customer service via telephone
  • Resolved customer complaints quickly and efficiently.
  • Ensured compliance with company policies and procedures when interacting with customers.
  • Utilized various software applications to log customer information and issue resolution.
  • Assisted customers with product selection and troubleshooting issues.
  • Coached new employees on proper phone etiquette techniques.
  • Tracked customer orders from start to finish using order management systems.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Delivered constructive call process feedback.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.

Education

Bachelor of Arts - Adult Education

The University of Zambia
Lusaka, Zambia
11.2013 - 06.2017

Skills

  • Electronic payments
  • Cash balancing
  • Toll transaction reporting
  • Vehicle inspection
  • Customer relationship management
  • Record keeping
  • Payment reconciliation
  • Operational compliance
  • Effective communication
  • Problem solving
  • Attention to detail
  • Team collaboration
  • Organized and detail oriented
  • Money handling
  • Vehicle classification
  • Multitasking proficiency
  • Excellent communication skills
  • Interpersonal communication skills
  • Assertiveness
  • POS systems use
  • Critical thinking
  • Analytical thinking

References

References available upon request.

Timeline

Toll Collector

National road fund agency
11.2019 - 07.2025

Prevention intervention officer

Catholic medical mission board
08.2018 - 11.2018

Call Center Executive

Airtel (ISON BPO)
02.2018 - 07.2018

Bachelor of Arts - Adult Education

The University of Zambia
11.2013 - 06.2017

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phiri rabecca