Customer Service Sales

KEITH NALUMANGO

**** **** ******* ** ** www: nalumango.com

Marietta, GA 30008 E-mail: *************@*****.*** Cell: (01-678-***-****

SUMMARY

More than a decade of executive management in public relations, radio and television, a decade of senior government administration, high school teaching, customer service and warehouse experience. Exceptional achievement in organizational restructuring and team-building

PROFESSIONAL ACCOMPLISHMENTS

EXECUTIVE

• Restructured radio and television program production resulting in increased production by 60% by the sixth month in office

• Restructured radio and television News formats leading to immediate 100% spot advertising increase

• Increased sales of audio products under the company’s music label by 40% within twelve months

• Reduced staff costs and increased work attendance to 99% by creating part-time DJ positions

• Authored “The Producer’s Guidelines” handbook and prioritized in-house staff training resulting in strengthening the role of the producer in the production process

• Introduced weekly meetings with Technical and Marketing departments to optimize equipment usage and maximize sales

• Revised the library system’s storage and retrieval systems resulting in 100% reduction in material losses

• Proposed legislative reviews to broadcast laws as member of the Film Classification Board

• Taught Media Management at the Zambia Institute of Management

• Authored in-house and marketing publications

• Opened Parliament to the public through increased educational tours and public awareness

CUSTOMER SERVICE

• Authored a paper on customer service returns for the attention of the CEO resulting in corrective policy changes

• Identified and resolved problems with packaging methods resulting in reduced losses during shipping

• Identified inadequate/wrong information in the company’s Mail Order Catalogue resulting in corrections that led to improved customer service

• Identified loopholes in the issuance of credit to customers who returned incomplete products to the company resulting in drastic loss reduction

• Identified and verified a problem with overcharging of shipping and unethical non-delivery practices by vendor resulting in savings in shipping costs

• Identified and resolved non-compliance of sales procedures by fellow associates resulting in improved customer service

• Redesigned the standard customer service returns form resulting in streamlining returns procedures

PROJECTS

• Successfully headed corporation’s team on a committee to set up a satellite TV company jointly owned with foreign investors

• Co-authored a layman’s bill to amend enabling Act governing the company’s operational status

• Successfully lobbied the government for the reintroduction of the Viewer’s License Fee resulting in increased revenue

• Authored proposals for financing of technical projects by international donor agencies

• Played major role in organizing annual national HIV/AIDS conferences as Board Member of the Zambia National AIDS Network

• Member of the national committee to set up the Zambia National Arts Council

HUMAN RESOURCES

• Initiated procedural modifications as member of the management disciplinary committee resulting in expediting of case hearings

PROFESSIONAL EXPERIENCE

ZAMBIA NATIONAL BROADCASTING CORPORATION, Lusaka, Zambia 1989 – 2000

A State owned public/commercial radio and television company with national coverage

Director of Programs/VP (1997 – 2000)

Board Secretary, Regional Controller - North, Controller of Television,

Public Relations Manager and Executive Assistant to the CEO

(1989 – 1998, to restructure departments)

THE PARLIAMENT OF ZAMBIA, Lusaka 1978 - 1988

The Legislative wing of the Republic of Zambia

Assistant/Deputy Editor of Parliamentary Publications, 1978-1982

Chief of Information and Protocol, 1982-1987

Journals Clerk, 1987-1988

THE MINISTRY OF EDUCATION, Lusaka, Zambia 1976 - 1978

Teacher at Matero Girls High School

NONPROFIT EXPERIENCE

ZAMBIA NATIONAL AIDS NETWORK, Lusaka

Board Member & Chief Conference Rapporteur 1996 – 2000

PUBLICITY & ORGANIZING COMMITTEES OF NONPROFIT AND COMMERCIAL ORGANIZATIONS 1980 - 2000

Member

ZAMBIA FILM CLASSIFICATION BOARD 1998 - 2000

Member

WORK CAREER

PEACHTREE BUSINESS PRODUCTS, INC, Marietta, GA 2004 – 2010

Manufacturer and distributor of property management supplies

Warehouse & Customer Service Returns Associate 2004 - 2010

SEARS & ROEBUCK, Atlanta, GA 2002 - 2003

Auto Care and Parts Division

Customer Service Associate

PUBLICATION

The African Journalist, Bloomington: Authorhouse, 2010 (A Novel)

EDUCATION

THE UNIVERSITY OF ZAMBIA, Great East Road Campus, Lusaka, Zambia

Bachelor of Arts (With Education) 1977

WALDEN UNIVERSITY

Candidate – MS in Nonprofit Management & Leadership (For May, 2012)

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