WILLIAM MWAPE
Lusaka,09
Summary
Proven leader in customer relations and support, adept at managing high-stress situations with professionalism. Enhanced team performance and customer satisfaction through effective problem-solving and adaptability. Excelled in document verification and verbal communication, significantly improving resolution times and service delivery. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
AIR REPRESENTATIVE
AIR MOZAMBIQUE/ROCKVIEW TRAVAL AND TOURS
08.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Improved resolution time with effective problem-solving for customer complaints.
- Participated in training programs to enhance product knowledge and customer service skills.
AIR REPRESENTERTIVE
AIR TANZANIA/ROCKVIEW TRAVAL AND TOURS
04.2021 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
AIR RESPRESENTATIVE
AIR BOTWANA/ROCKVIEW TRAVAL AND TOURS
08.2022 - 03.2024
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
Records Officer Intern
Ministry Of Higher Education
06.2016 - 12.2016
- Advised management on best practices for records management, supporting company-wide initiatives to improve efficiency.
- Conducted regular audits of record-keeping systems to identify areas of improvement and implement corrective measures.
- Participated in ongoing professional development opportunities to stay up-to-date on industry trends and best practices in records management.
- Established backup procedures for critical documents, safeguarding against potential loss due to natural disasters or other unforeseen events.
Education
No Degree - DIPLOMA RECORDS MANAGEMENT
NATIONAL INSTITUTE OF PUBLIC ADMINSTRATION
LUSAKA09.2017
Skills
- Customer Support
- Goal-oriented mindset
- Customer Relations
- Document verification
- Teamwork
- Leadership
- problem solving
- Adaptability
- Verbal and written communication
Languages
BEMBA., NYANJA
Native language
English
Advanced
C1
Timeline
AIR REPRESENTATIVE
AIR MOZAMBIQUE/ROCKVIEW TRAVAL AND TOURS
08.2023 - Current
AIR RESPRESENTATIVE
AIR BOTWANA/ROCKVIEW TRAVAL AND TOURS
08.2022 - 03.2024
AIR REPRESENTERTIVE
AIR TANZANIA/ROCKVIEW TRAVAL AND TOURS
04.2021 - Current
Records Officer Intern
Ministry Of Higher Education
06.2016 - 12.2016
No Degree - DIPLOMA RECORDS MANAGEMENT
NATIONAL INSTITUTE OF PUBLIC ADMINSTRATION
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