Sandra Musonda
Lusaka
Summary
Strategic and results-driven operations professional with over 10 years of experience in optimizing processes, managing cross-functional teams, and driving efficiency in customer service and financial operations. Proven ability to lead initiatives that enhance digital payment ecosystems, improve customer experience, and support financial inclusion. Seeking to leverage my expertise in operations and stakeholder engagement in a fintech environment focused on mobile money and digital financial services.
Overview
15
15
years of professional experience
1
1
year of post-secondary education
Work History
Opex Lead (Customer Service)
Airtel Zambia
01.2021 - Current
- Reduced customer experience costs by 12% through careful review and analysis of costs, leading to improved cost management and higher profitability.
- Led operational excellence initiatives across customer service and mobile money platforms, improving service delivery and reducing operational costs.
- Collaborated with cross-functional teams to streamline payment processes and integrate digital solutions for customer transactions.
- Managed vendor and partner relationships to ensure seamless service delivery and compliance with regulatory standards.
- Supported the development of hybrid account structures and mobile money integrations for enterprise clients.
- Conducted data-driven analysis to monitor KPIs and identify areas for ecosystem growth and customer adoption.
Customer Service Specialist (Customer Service)
Airtel Zambia
01.2015 - 01.2021
- Successfully reduced annual office expenses by 15% through efficient supply management, resulting in significant cost savings for the organization.
- Delivered high-quality support to mobile money users, resolving issues and improving customer satisfaction scores.
- Trained and mentored junior staff on mobile money systems and customer engagement best practices.
- Worked closely with technical teams to escalate and resolve payment-related issues.
Receptionist (Commercial, Zain Mobile Money)
ZAIN Zambia
06.2010 - 11.2014
- Improved customer retention by 20% through effective customer relationship management and education programs, resulting in increased customer loyalty and long-term business growth.
- Greeting visitors, clients, and vendors professionally.
- Managing the reception area to ensure it is tidy and welcoming.
- Handling incoming and outgoing calls, transferring them to appropriate departments.
- Assisting walk-in customers with inquiries related to telecom services (e.g., mobile plans, internet packages).
- Providing basic troubleshooting guidance or directing customers to technical support.
- Logging customer complaints or feedback for follow-up.
- Scheduling appointments and meetings for staff.
- Managing incoming and outgoing mail and courier services.
- Maintaining office supplies and coordinating with vendors for replenishment.
Education
BBA - Business Administration
National Institute of Public Relation- NIPA
01.2025 - 07.2025
Diploma - Business Management
Regenesys Business School
12.2022
'O' Level School Certificate -
Jacaranda Basic School
12.2006
Skills
- Customer service
- Team collaboration
- Problem solving
- Sales negotiations
- Client onboarding
References
Available Upon Requests
Attributes
- Good communication and interpersonal skills
- Excellent organizational, analytical, and problem-solving skills, and attention to detail
- Able to multi-task in a high volume, fast-paced work environment
- Excellent presentation, written and verbal communication, and report writing skills
- Innovative as well as target and result-orientated individual
- Service oriented
- Ability to prioritize and plan effectively
- Pays great attention to details
- Time management
- Highly skilled in the use of Microsoft Office
- Very strong work ethic
Professional Highlights
- Reduced OPEX costs by 15% to align with the AOP (Annual Operating Plan) within the fiscal year.
- Implemented an automation solution that reduced inbound calls to the Call Centre by 20%, resulting in more efficient use of resources and improved customer service.
Languages
English
Beginner
A1
Nyanja and Bemba
Beginner
A1
Timeline
BBA - Business Administration
National Institute of Public Relation- NIPA
01.2025 - 07.2025
Opex Lead (Customer Service)
Airtel Zambia
01.2021 - Current
Customer Service Specialist (Customer Service)
Airtel Zambia
01.2015 - 01.2021
Receptionist (Commercial, Zain Mobile Money)
ZAIN Zambia
06.2010 - 11.2014
Diploma - Business Management
Regenesys Business School
'O' Level School Certificate -
Jacaranda Basic School