Rose Mwazanji Sakala
Lusaka
Summary
Dynamic Account Manager at Label-a Communications with a proven track record in client relationship management and brand strategy. Adept at driving client satisfaction and retention through effective communication and problem-solving. Skilled in budgeting and resource management, consistently delivering successful projects that exceed expectations.
Overview
4
4
years of post-secondary education
13
13
years of professional experience
Work History
Account Manager
Label-a Communications
02.2025 - 04.2026
- Built and maintained strong, long-lasting client relationships to enhance satisfaction
- Facilitated communication between the company and the client as the primary contact.
- Understand client needs and ensure the delivery of solutions meet those needs
- Identified opportunities for account growth through upselling and cross-selling
- Ensure client satisfaction to drive long-term retention.
- Collaborate with internal teams (e.g., sales, marketing, operations, production) to deliver projects
- Monitor the progress and quality of campaigns or services
- Propose new products and services
- Lead regional promoter teams to execute product launches and activations
- Oversaw social media campaigns to enhance brand visibility
Venue Coordinator
Glynview Events
Lusaka
08.2024 - 11.2025
- Acted as primary liaison between company and clients to facilitate clear communication and ensure satisfaction
- Enforced compliance with rules and regulations to maintain a safe and organized venue
- Acted as the primary contact for the company and the client
- Managed on-site events and resolved issues immediately.
- Coordinate setup, breakdown, room layouts, and timing
- Coordinate venue staff activities to achieve seamless event execution.
- Oversee cleanliness and sanitation efforts to provide a pleasant environment.
- Coordinate timelines to ensure events adhere to scheduled start and end times.
- Ensure client has all necessities from booking through during and after event
- Oversee and manage the maintenance of the surrounding and the property
- Cultivated strong relationships with team members and external partners to enhance collaboration. all across e.g. gardeners, housekeepers, supervisors, drivers
- Ensure compliance with health and safety standards accordingly
- Manage maintenance and repair of facilities and equipment
- Develop schedules for planned maintenance works
- Align with all vendors and security for control of quality services
- Managed vendor relationships to ensure timely delivery of services and supplies.
Call Centre Supervisor
Ulendo Taxi Limited
11.2021 - 01.2023
- Financial Management: Tracked and disbursed earnings while addressing concerns to ensure accuracy and transparency
- Conflict Resolution: Swiftly address and resolve driver-client conflicts
- Client Communication: Provided information and educated clients on services to enhance understanding and engagement
- Conflict Resolution: Addressed and resolved driver-client conflicts promptly to maintain positive relationships
- Ensure drivers follow quality control protocol
- Ensure company scripts are complied with
- Maintained compliance of drivers with established quality control standards
- Monitored adherence to company scripts by staff
- Managed reconciliation of driver account top-ups to ensure accuracy
Call Centre Agent Contract
Unifi
05.2021 - 08.2021
- Client Communication: Monitored client loan contributions on their accounts to avoid defaults
- Monitored client loan contributions to prevent defaults and maintain account stability
- Provided concise information to resolve issues efficiently.
- Executed telemarketing campaigns and followed up on pending payments to enhance collection efforts
- Made decisions to optimize revenue strategies for sustained profitability.
Cashier
Romwechi General Dealers
12.2020 - 04.2021
- Effective Cash Transaction Management: managed cash transactions efficiently, maintaining a balanced cash drawer and implementing secure handling practices.
- Proficient Electronic Funds Transfer Processing: ensured secure and accurate funds transfers through proficient processing of Electronic Funds Transfers via POS system.
- Resolved customer queries promptly, ensuring clarity and enhancing customer satisfaction.
- Conducted financial reconciliation, swiftly identifying and rectifying discrepancies to maintain accuracy.
- Managed cash transactions, balanced cash drawer, and secured handling practices to ensure financial integrity.
Volunteer
Hand In Hand International
11.2014 - 01.2019
- Engaged in community development projects that improved economic conditions and wellbeing of community members.
- Collaborated in group settings to enhance citizen participation and strengthen community engagement.
- Developed and executed project proposals, contributing to successful project implementation.
- Monitoring and Evaluation: Contributed to monitoring and evaluation processes to assess the effectiveness of projects and initiatives.
- Managed project budget effectively, ensuring optimal allocation of resources. Effectively managed resources within the group, demonstrating strong budgeting skills.
- Conducted analysis of economic trends in China to inform strategic decision-making. in China
Branch Customer Service
Zanaco Bank Plc
01.2013 - 08.2014
- Deep Understanding of Banking Operations: Developed a comprehensive understanding of intricate banking operations and gained expertise in navigating diverse aspects of financial services.
- Customer Affairs Handling: Addressed various customer concerns related to bank activities, including faulty ATMs and withdrawals.
- Facilitated effective communication between customers and bank systems, improving customer understanding and satisfaction.
- Helped clients understand banking operations and procedures.
- Verified necessary documents for clients to maintain accuracy.
- Guided clients in updating their KYC (know your customer) information.
- Resolved customer queries and complaints within set turn-around times, ensuring timely support and customer retention.
Education
Bachelor of Economics - International Economics and Trade
Jiangsu University
Zhenjiang, China 10.2016 - 01.2021
High School certificate -
Caritas Secondary School
Skills
- Client relationship management
- Account growth
- Cross-functional collaboration
- Collaboration
- Communication
- Customer service
- Problem solving
- Working under pressure
- Analytical skills
- Time management
- Organization
- Multitasking
- Microsoft Office expertise
- Resource Management
- Attention to detail
- Accuracy
- Teamwork
Languages
English-Native
Chinese-Intermediate
French- Level A2
Timeline
Account Manager
Label-a Communications
02.2025 - 04.2026
Venue Coordinator
Glynview Events
08.2024 - 11.2025
Call Centre Supervisor
Ulendo Taxi Limited
11.2021 - 01.2023
Call Centre Agent Contract
Unifi
05.2021 - 08.2021
Cashier
Romwechi General Dealers
12.2020 - 04.2021
Bachelor of Economics - International Economics and Trade
Jiangsu University
10.2016 - 01.2021
Volunteer
Hand In Hand International
11.2014 - 01.2019
Branch Customer Service
Zanaco Bank Plc
01.2013 - 08.2014
High School certificate -
Caritas Secondary School