Wanangwa Kaluba
Lusaka ,Zambia
Summary
A focused professional with strong experience in customer service and the proven ability to assist customers with the well informed selection of suitable products and services.
Demonstrates exceptional communication and relationship building skills and encourages team collaboration in order to achieve excellent customer satisfaction. Customer focused and
experienced in call center and retail operations, with the proven ability to work towards and consistently exceed targets. Committed to the delivery of high service standards, with a dedication to delivering solutions, handling complaints, and solving problems.
Overview
4
4
Languages
5
5
years of post-secondary education
3
3
years of professional experience
Work History
Customer Service Representative
SHAPE UP HEALTH
Lusaka, ZM
03.2024 - Current
- Respond to customer emails and phone calls to resolve problems such as wrong orders, delivery issues, payments, warranties, exchanges, and refunds.
- Deliver excellent customer service when offering advice in a professional and efficient manner.
- Utilize interpersonal and communication skills while providing exceptional customer service to tailor advice and recommendations.
- Promptly attend to customer requests to meet and achieve KPIs, exceeding targets and expectations.
- Employ teamwork skills by supporting the work of others while positively and confidently delivering solutions and solving any problems.
- Work within the customer service team, comprising 10 members, to attend to enquiries and resolve problems for clients related to online orders; report to the Customer Service Manager.
- Attained the highest performance levels and quality customer care, securing additional revenue of approximately twenty-four thousand within the Dec 2024 period.
- Supported retention efforts by ensuring high-quality service standards were met.
Education
Bachelor of Science - Biochemistry
MULUNGUSHI UNIVERSITY
Kabwe, Zambia 08.2019 - 11.2023
Microsoft Office - Microsoft Word, Excel And PowerPoint
GIDEON ROBERT UNIVERSITY
07.2017 - 11.2017
CHOMA SECONDARY SCHOOL
Choma, ZambiaSkills
- Customer Services
- Call Center Operations
- Complaint Resolution
- Order Management
- Customer Engagement
- Client Relationships
- Team Collaboration
- Problem Solving/Analysis
- Business Development
- Administration
Languages
English
Proficient
C2
Bemba
Upper Intermediate
B2
Chinyanja
Upper Intermediate
B2
Chitonga
Intermediate
B1
REFERENCES
- Dr. Francis Kayamba, Mulungushi University
E-mail: francisbk@gmail.com - Mrs Ronica Makusa
- Shape up health shop
- Contact No. +260-779098993/ E-mail: hr@shapeuphealthshop.com
Timeline
Customer Service Representative
SHAPE UP HEALTH
03.2024 - Current
Bachelor of Science - Biochemistry
MULUNGUSHI UNIVERSITY
08.2019 - 11.2023
Microsoft Office - Microsoft Word, Excel And PowerPoint
GIDEON ROBERT UNIVERSITY
07.2017 - 11.2017
CHOMA SECONDARY SCHOOL