Summary
Overview
Work History
Education
Skills
References
Recognition
Languages
Timeline
Generic

TEMBALAMI MARTIN SIMWAKA

Lusaka,Zambia

Summary

Customer Service & Sales Specialist with over 6 years of proven success in contact centre operations, marketing campaigns, and frontline service delivery across the energy, FMCG, and agriculture sectors. Recognized for optimizing customer satisfaction, improving team performance, and delivering results in fast-paced, high-volume environments. Strong communication, CRM skills, and a passion for delivering seamless customer experiences.

Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.

Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.

Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Personable, friendly and solution-oriented professional with several years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management and sales. Dedicated to customer loyalty and satisfaction.

Overview

13
13
years of professional experience

Work History

Call Centre Agent

ZESCO Ltd
Lusaka, Zambia
06.2020 - 06.2024
  • Handled 100+ inbound/outbound calls daily regarding service queries, faults, and product information.
  • Achieved 95% resolution rate within first contact, exceeding KPIs consistently.
  • Recognized as Employee of the Month (Dec 2023) for outstanding customer service delivery.
  • Used CRM tools and communication scripts to log and track customer issues.
  • Promoted additional services and facilitated upselling through needs-based conversations.

Satellite Depot Clerk

Food Reserve Agency
Rufunsa, Zambia
05.2015 - 12.2018
  • Supervised 20 staff in depot operations, overseeing purchasing, dispatch, and inventory audits.
  • Ensured accuracy in commodity inspections and validated bag weights per regulatory standards.
  • Managed documentation for supplier payments and reconciled inventory monthly.
  • Collaborated with depot security to maintain access logs and commodity movement records.
  • Prepared and submitted wage bills for temporary staff.

Marketing Representative

Zambian Breweries
Lusaka, Zambia
05.2011 - 08.2011
  • Executed marketing campaigns to promote flagship beverage brands.
  • Conducted market research and tracked consumer trends to guide strategy.
  • Liaised with sales teams and external partners to implement activations and boost brand visibility.
  • Reported on campaign ROI and suggested improvements to drive future engagement.

Education

Bachelor of Arts - Economics

University of Zambia

Bachelor of Economics -

Mulungushi University

Chartered Institute of Marketing Certificate -

ZCAS

Grade 12 School Certificate -

Ellensmere Secondary School

Skills

  • Customer Service & Call Handling
  • Marketing & Brand Promotion
  • CRM & Call Centre Systems
  • Complaint Resolution
  • Team Supervision
  • KPI Monitoring & Reporting
  • Product Knowledge Training
  • Microsoft Office & Data Entry
  • Inventory & Stock Reconciliation
  • Strong Communication & Upselling
  • Customer relationship management
  • Service resolution strategies
  • Call handling techniques
  • Inventory management
  • Staff supervision
  • Regulatory compliance
  • Market research
  • Problem solving
  • Effective communication
  • Conflict resolution
  • Team collaboration
  • Upselling techniques
  • Time management
  • Brand representation
  • Database research
  • Performance improvement
  • Problem-solving skills
  • Quality assurance
  • Calm disposition
  • Communicating with clients
  • Providing customer support
  • Sales expertise
  • Payment processing
  • Product knowledge
  • Customer communications
  • Resolving issues
  • New teller training
  • Call center customer service

References

  • Ms. Namakau Mutakela, Call Centre Supervisor, ZESCO, 0977-508063, NMutakela@zesco.co.zm
  • Mr. Vincent Malilwe, Regional Coordinator, Food Reserve Agency, 0977-986634
  • Mrs. Chanda Lungu, Marketing Manager, Zambian Breweries, 0965-777758

Recognition

Employee of the Month, ZESCO Call Centre, 12/01/23

Languages

English
First Language

Timeline

Call Centre Agent

ZESCO Ltd
06.2020 - 06.2024

Satellite Depot Clerk

Food Reserve Agency
05.2015 - 12.2018

Marketing Representative

Zambian Breweries
05.2011 - 08.2011

Bachelor of Arts - Economics

University of Zambia

Bachelor of Economics -

Mulungushi University

Chartered Institute of Marketing Certificate -

ZCAS

Grade 12 School Certificate -

Ellensmere Secondary School

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TEMBALAMI MARTIN SIMWAKA