Administrative Assistant Customer Service
Resume:
CURRICULUM VITAE
**********************@*****.***
Performance Reports
Planning
Social and relationship
management
Research
Administration
Leadership
Customer Service
Scheduling
Secretarial work
Problem Solving
Numerical accuracy
Driving sales
Data Recording
PROFILE:
A highly organized Business administrative professional with over 8 years leading successful sales teams and implementing innovative strategies that resulted in a 25% increase in market share and 20% increase profitability. Proven track record of providing exceptional customer care support, establishing strong relationships with key customers to increase retention and satisfaction. Proven track record in managing budgets and delivering exceptional sales training programs to drive revenue growth and team productivity.
Work well under high pressure within high volume environment, excellent ability to work independently, evaluate situations and act appropriately. Able to show accurate, reliable and focused attention on quality and timely completion of all assignments.
Focused and disciplined person, who exudes professionalism, proficiency, full of integrity, conscientious, probity, attentive to details, quick learner, bring out the best works out of my commitments. Ability to organize, Self-motivated, adaptable, energetic and charismatic with good communication skills, Good analytical and creative thinking skills. Good Listener, Ability to work to strict deadline.
ACHIEVEMENTS:
Achieved 46% increase in customer satisfaction rate, by initiating agent training programs and quality assurance processes.
Reduced call handling time by 15%, leading to an efficient call centre operation and cost reduction.
Implemented a performance based incentive program which boosted agent productivity by 84.
Expanded client base by 15% over the course of six months.
Maintained customer retention rate 30% above the company average.
Implemented a new seating strategy and reduced the average guest wait time by 12 minutes.
Led and motivated a sales team of 15 to achieve sales goals, resulting in a 30% increase in revenue and 15% increase in customer satisfaction.
Institution: Marvinzi Institute
Course: Certificate in Microsoft word, Excel, publisher and Access
Year: 2020-2021
Institution: National Institute of Public Administration
(NIPA)
Course: Diploma in Business Administration
Year: 2015– 2017
Institution: Kabulonga Boys High School
Course: Grade Twelve Certificate
Year: 2008 – 2010
Documentation, Report writing.
Ability to work across multi-agency or multi-
disciplinary professional networks.
Good people skills in order to develop and
sustain relationships.
An ability to respond to sudden unexpected
demands.
Reliable, trustworthy and committed to team
success.
Excellent interpersonal and problem solving
ability.
Drive and determination-highly motivated and
show enthusiasm for work.
Willingness to learn-very coachable and well
able to take on new tasks.
Teamwork-Can work harmoniously in a team
environment.
Flexibility-capacity to adapt to changes at the
work place.
Great initiative-ability to take action solitarily as well as respond to a potential opportunity or
crisis rather than relying on others to assume
responsibility.
Vendor negotiations, supplier management,
quality control, logistics coordination, data
analysis.
Exceptional decision-making abilities that are
helpful for understanding the advantages and
disadvantages of actions and choosing the
most appropriate ones that benefit my
workplace.
Strategic thinking – has the ability to develop
strategies to achieve organizational goals.
Outstanding organizational abilities that allow
me to effectively plan and prioritize work
activities and complete tasks in an orderly
manner.
Proficiency in the use of Microsoft Office Suite
(Excel, Word and Power Point).
Institution: Pick n Pay
Position: Sales Personnel
Date: March 2022-2024
Presented, promoted and sold products and
services using solid arguments to existing
and prospective customers.
Performed cost befits and needs analysis of
existing/potential customers to meet their
needs.
Established, developed and maintained
positive business and customer relationship.
Coordinated sales efforts with team
members and other departments
Reached out to customer leads through cold
calling.
Analyzed the market’s potential, track sales
and status reports.
Expedited the resolution of customer
problems and complaints to maximize
satisfaction
Institution: Zambia Statistics Agency
Position: Census Supervisor
Date: 2022
Collected accurate data from all households
and housing units within the enumeration
area assigned
Checked all completed questionnaires for
errors to ensure that all questions where
covered and responses correctly recorded.
Submitted information on filled in
questionnaires to the supervisor for
validation.
Ensured all data collected by enumerators is
valid, correct and accurate.
Called for meetings with enumerators for
verification of data collected in the
households and housing units.
Institution: Ulendo Taxi
Position: Call Centre Manager
Date: 2022
Ensured calls, emails and web chats are
answered by staff within a specified time
Set customer services target as well as
planning areas of improvement or
development
Managed the daily running of the call centre
by sourcing equipments and applying \and
applying call centre strategies and operations
Undertook needs, assessments,
performance reviews and cost, benefits
analyses.
Set performance target for speed, efficiency,
sales and quality.
OTHER SKILLS
Mrs. Cecilia N. Mbewe
Clerk
National Assembly of Zambia
Lusaka
Cell: 0977 – 323935
Mr. Jonathan Miti
IT Personnel
Airtel – Headquarters
Lusaka – Zambia
Cell: 0978 – 981323
Mr. Terry Manyongo
Store assistant manager
Pick n Pay
Cell: 097*-******
Mrs. Theresa Phiri
Project Coordinator
HBC
Lusaka
Cell: 0977 – 145138
Mr. K. Chileshe
Sales Manager
Higer Bus Zambia Limited
Lusaka – Zambia
Cell: 097*-******
Mr. Ackim Banda
Zambia Statistics Agency
Zonal Census Coordinator
cell: 097*-******
Institution: Airtel Call Centre (ISONBPO ZAMBIA LTD) Position: Customer Care Executive
Date: 2020 January to 2022 December
System multi-tasking to execute resolutions
Expedite the resolution of customer
problems and complaints to maximize
satisfaction
Established, developed, and maintained
positive business and customer relationship
Advertised products and services on
promotion
Reached out to customer leads through
cold calling
Presented, promoted and sold
products/services using solid arguments to
existing and perspective customer.
Institution: Debonairs Pizza Burma Road)
Position: Cashier
Date: 2018 to 2020 December.
Provided a positive customer experience
with fair, friendly is courteous service
Registered sales on a cash by scanning
items, itemizing and totaling customer’s
purchases.
Resolved customer’s issues and answers
questions
Processes return transactions
Collected payments by accepting cash,
cheque or charge payments from
customers.
Balances, cash drawer by accounting cash
at beginning and end of work shift.
System multi-tasking to execute resolutions
Expedite the resolution of customer
problems and complaints to maximize
satisfaction
Provided excellent and expected customer
service to meet customers’ needs
Institution: Welfare Zambia
Position: Sales Supervisor
Date: January 2017 – April, 2019
Coordinated sales efforts with team
members and other departments
Established, developed, and maintained
positive business and customer relationship
Presented, promoted and sold
products/services using solid arguments to
existing and perspective
customer.
Reached out to customer leads through
cold calling
Expedite the resolution of customer
problems and complaints to maximize
satisfaction
Analyze the market’s potential, track sales
and status reports.
Institution: Higer Bus Zambia Limited
Position: Sales Executive
Date: January 2015 – December 2017
Coordinate sales efforts with team
members and other departments
Establish, develop, and maintain positive
business and customer relationship
REFEREES
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