Racheal Ngoma

• Maintain zero stock loss at the service center
• Maintained high customer satisfaction standards to meet or exceed targets.
• Handled customer issues with confidence, using complex problem solving to provide effective resolution.
• Pleasantly greeted customers and asked open-ended questions to better determine needs.
• Followed up with customers to offer additional support and check resolution satisfaction.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Maintained up-to-date knowledge of product and service changes.

• Actively listened to customers' requests, confirming full understanding before addressing concerns.
• Served customers in a friendly, efficient manner following outlined steps of service.
• Delivered exceptional level of service to each customer by listening to concerns and answering questions.
• Exceeded goals through effective task prioritization and great work ethic.
• Resolved problems, improved operations and provided exceptional service.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Carried out day-day-day duties accurately and efficiently.
• Maintained and repaired facilities, equipment and tools to achieve operational readiness, safety and cleanliness.

• Investigated and resolved customer inquiries and complaints quickly.
• Welcomed, greeted and assisted guests in high-traffic store
• Responded to customer requests for products, services and company information.
• Improved overall efficiency by anticipating needs and providing outstanding support.
• Met all customer call guidelines including service levels, handle time and productivity.
• Managed timely and effective replacement of damaged or missing products.
• Forged and nurtured impactful relationships with customers to cultivate loyalty, boosting customer satisfaction ratings

• Planned and organized sampling events by working hand-in-hand with retail store managers and leaders.
• Increased brand awareness through event marketing, demonstrations, sales and brand promotion.
• Set up and broke down promotional booths and tents, talked to potential customers and for successful promotional events.

• Mentored and guided employees to foster proper completion of assigned duties.
• Built strong relationships with customers through positive attitude and attentive response.
• Implemented new working processes which delivered continued improvements.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Held weekly team meetings to inform team members on company news and updates.
• Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.

Mobile Money Transactions and Sim Replacement

• Served customers in a friendly, efficient manner following outlined steps of service.