Research
SHARON NSANA
PhD Development Studies
Lusaka
Summary
Knowledgeable and dedicated customer service professional with extensive experience in academic industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
2
2
Languages
Work History
Customer Relations Advisor
University Of Zambia
12.2017 - Current
- Delivered superior customer service to strengthen relationships.
- Identified opportunities for upselling or cross-selling by analyzing customer needs during interactions.
- Maintained statistical database of customers using SIS for types of customer complaints, resolutions and satisfaction of customers.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Maintained, tracked and trended data for monthly reporting.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Project Administrator
CYSTINET-Africa Project
01.2017 - 12.2017
- Documented construction and extraction workers' hours, wages and other pertinent information.
- Ensured compliance with company policies and industry regulations throughout all stages of a given project''s lifecycle.
- Streamlined administrative processes by implementing efficient workflows that reduced paperwork burdens.
- Worked in collaboration with GIZ team to develop Cystinet project.
- Increased stakeholder satisfaction with frequent progress updates and transparent reporting methods.
- Developed comprehensive project plans and timelines to facilitate on-time project delivery.
- Directed projects according to schedule and quality demands.
- Contributed to the development of proposals by gathering data, creating visuals, and editing content as needed.
Stenographer
University Of Zambia, UNZA
03.2005 - 12.2017
- Delivered excellent customer service by addressing client concerns promptly and offering solutions that met their needs.
- Generated error-free transcripts with skilled capturing and proofreading.
- Ensured clear communication between parties by transcribing spoken words into written form.
- Managed multiple projects simultaneously, successfully meeting strict deadlines without compromising quality or accuracy.
- Established strong rapport with clients through clear communication, professionalism, and commitment to excellence in every project undertaken.
- Noted conversations and activities in shorthand for later conversion to full text.
- Proven ability to learn quickly and adapt to new situations.
- Worked effectively in fast-paced environments.
- Proved successful working within tight deadlines and a fast-paced environment.
Assistant Researcher
Nangoma Consult
08.2015 - 09.2015
- Enhanced research efficiency by streamlining data collection and analysis processes.
- Worked as member of integrated project team in highly collaborative work environment.
- Developed strong working relationships with colleagues, fostering a collaborative environment that promoted high-quality research output.
- Detailed study findings and updated research upon new discoveries.
- Analyzed and interpreted patterns and trends.
- Interpreted data analysis results to draw inferences and conclusions.
- Performed accurate quantitative analysis of targeted data research, collection and report preparation.
- Sorted data into well-organized formats and transformed into figures.
- Performed research into study topics to increase knowledge and to provide valuable contributions.
- Boosted the quality of research findings through meticulous attention to detail and thorough review of data.
Education
Ph.D. - Development Studies
University of Zambia
Lusaka, Zambia 04.2001 -
Master of Arts - Development Studies
Information And Communications University
Lusaka, Zambia 04.2001 -
Certificate - Certificate in Monitoring And Evaluation
University of Zambia
Lusaka, Zambia 04.2001 -
Bachelor of Arts - Library And Information Studies
University of Zambia
Lusaka, Zambia 04.2001 -
High School Diploma -
Malundu School
Kafue, Zambia 04.2001 -
Skills
Time Management
Decision-Making
Team Collaboration
Data Evaluation
Customer Relationship Management (CRM)
Data Management
Goal Setting
Problem-solving aptitude
Organizational Skills
Research and due diligence
Effective Communication
Problem-solving abilities
Affiliations
- Lions Club
Interests
Public speaking
Timeline
Customer Relations Advisor
University Of Zambia
12.2017 - Current
Project Administrator
CYSTINET-Africa Project
01.2017 - 12.2017
Assistant Researcher
Nangoma Consult
08.2015 - 09.2015
Stenographer
University Of Zambia, UNZA
03.2005 - 12.2017
Ph.D. - Development Studies
University of Zambia
04.2001 -
Master of Arts - Development Studies
Information And Communications University
04.2001 -
Certificate - Certificate in Monitoring And Evaluation
University of Zambia
04.2001 -
Bachelor of Arts - Library And Information Studies
University of Zambia
04.2001 -
High School Diploma -
Malundu School
04.2001 -