Wallace Mumba
Lusaka,Zambia
Summary
Customer Service Representative with 3 years of retail experience. Assisted 50+ customers daily, achieving a 96% satisfaction rating and a 20% increase in repeat business. Processed
30 transactions per shift with 100% cash accuracy. Resolved complaints in under 5 minutes on average, reducing returns by 15%. Strong in POS systems, inventory support, and team collaboration.
2+ years of administrative experience. Skilled in research, writing, and critical analysis. Edited 300+ pages monthly, analyzed 200+ survey responses, and coordinated 20+ events for 100+ attendees.
Proficient in Microsoft Office, Google Workspace, and qualitative data analytics.
HRM: Recruitment support, onboarding, employee records, engagement initiatives
Product Management: Market research, user stories, backlog prioritization, team collaboration
Overview
2
2
Languages
1
1
Certification
3
3
years of post-secondary education
6
6
years of professional experience
Work History
Secretarial and Office administrative
G4S
Lusaka, Zambia
2024.03 - 2026.09
- Managed daily operations for 75-person office, achieving 100% compliance with safety and cleanliness standards.
- Managed $50K office budget, processing 120 invoices monthly with 99% accuracy to maintain financial integrity.
- Implemented a digital filing system, reducing document retrieval time by 35% and saving 10 hours per week.
- Negotiated vendor contracts for office supplies, cutting annual costs by 18% - from $24K to $19.7K.
- Oversaw inventory for 200+ items, reducing stockouts by 40% through weekly tracking.
Customer Service Representative
Shoprite
Lusaka , Zambia
2021.02 - 2024.02
- Provided Omni channel support via phone, email, and live chat, resolving 50+ order, return, and exchange requests weekly within 24 hours.
- Provided omnichannel support via phone, email, and live chat, resolving 50+ orders, returns, and exchanges weekly within 24 hours.
- Managed 80+ inbound calls daily, resolving billing, technical, and service inquiries while maintaining a 98% customer satisfaction (CSAT) score.
- Documented customer interactions in Salesforce, achieving 92% first-call resolution (FCR) rate and ensuring seamless follow-up.
- Trained and mentored 5 new representatives, improving team QA scores from 85% to 94% and streamlining refund workflows to cut processing time by 30%.
Education
Bachelor of Art in Human Resource Management
Rockview University
10 Miles , Zambia 2024.04 - 2026.10
Diploma in Project Management
Alison/online
Lusaka, Zambia 2026.01 - 2026.10
Skills
- Project management
- Human resources
- Office administration
- Microsoft Excel
Hard Skills
- Calendar management and scheduling
- Email, phone, and correspondence
- Records management and tiline systems.
- Data entry and database maintenance
- Multitasking and prioritization
- Active listening and emoathy
- Conflict resolution and de-escalation
- Problem-solving and critical thinking
- Clear verbal and written communication
- Customer retention and relationship building
- Order processing, returns, and exchanges
- Attention to detail and accurate data entry
- Teamwork and adaptability
- Project planning and scope definition
- Scheduling, milestones, and Gantt charts
- Budgeting and cost control
- Resource allocation and workload planing
- Risk and issue management
- Team leadership and delegation
Certification
Secretarial and Office Administrative
Customer Care and Complaint Management
Fire Safety and Safety Precautions
Conflict Management and Resolution
Communication Skills
Business Email
Customer Experience (CX) For Business Success
Data Science and Analytics
Languages
Nyanja
First Language
English
Proficient
C2
Timeline
Diploma in Project Management
Alison/online
2026.01 - 2026.10
Bachelor of Art in Human Resource Management
Rockview University
2024.04 - 2026.10
Secretarial and Office administrative
G4S
2024.03 - 2026.09
Customer Service Representative
Shoprite
2021.02 - 2024.02