Social Media Customer Service

ANNETTE CHANSHIKA

P/Bag RW ***x, Lusaka, ***** Tel: 097******* Email: **********@*****.***

SUMMARY

I wish to find a challenging position to meet my competencies, capabilities, skills, education and experience.

EMPLOYMENT HISTORY

Job Title: Public Relations Officer (Zambia Region)

Employer: Tanzania Zambia Railway Authority

Duration: July 2018 to Present

Role Description

planning and implementing communication strategies, writing press releases, media relations, analyzing media coverage, organizing events, managing crisis situations, and supervising the creation and production of publicity materials.

Duties and Responsibilites

Develop PR campaigns and media relations strategies

Collaborate with internal teams (e.g. marketing) and maintain open communication with senior management

Edit and update promotional material and publications (brochures, videos, social media posts etc.)

Prepare and distribute press releases

Organize PR events (e.g. open days, press conferences) and serve as the company’s spokesperson

Seek opportunities for partnerships, sponsorships and advertising

Address inquiries from the media and other parties

Track media coverage and follow industry trends

Prepare and submit PR reports

Manage PR issues

Achievements

I led the marketing and public relations team in Solwezi for the North West Expo, we exhibited TAZARA products and the Managing Director was given a slot to present in the Infrastructure and transport Symposium

I successfully organized and led a team of marketing personnel during the 2019 trade fair. Which won us first prize most innovative public sector enterprise

I successfully led the marketing and public relations team during the CAMINEX in Kitwe in 2019 which we also got 2nd prize in the Land and Transport Infrastructure

I successfully lead the marketing and Public relations team during the Nothern Province Expo In 2018 held in Kasama

I have successfully led a team of marketing executives during the Central Province expo in Kabwe.

I have organized interviews with local radio stations to sensitize the public on vandalism, trespassing and encroachment of the rail line

As part of the company’s corporate social responsibility I have achieved in the sponsorship of two Division one football teams. Where there is need to get partnering sponsors I have been able to get Calabash Freight to Partner with TAZARA in the sponsorship of the two teams.

I have organized a cocktail with the minister of Transport and communication to flag off wagons that were being rehabilitated by the Mpika workshops

I have been part of the team that issues the internal newsletter

So far I have been able to create a close relationship with the media in order for the company to get more visibility

Job Title: Know Your Customer Officer (Temporal)

Employer: Atlas Mara Bank

Duration: 3 Months (May – Jun 2018)

Role Description: To identify, profile, verify screen and monitor both new and old customers. This is to ensure that the Banks customers are compliant in respect to the Know your customer requirements

Achievements

Was able to understand the banking sector

Was able to identify compliant and non compliant customers

Created a new filing system at the Cairo road branch

Added the compliant customers to the new data base and requested the non compliant ones to submit the missing document.

Job Title: Area Customer Care Officer

Employer: Zambia Postal Services Corporation

Duration: 4 years (Feb 2013 – Aug 2017)

Role Description

Take care of customer interests as well as look at marketing the corporation to our customers

Duties & Responsibilities

•Monitoring and intervening in customer delivery in the Post Office

•Ensure that all public galleries in the area (Eastern Province) are presentable, clean and Organized

•Carry out snap checks in all post offices to ensure adherence to good customer service

•Conduct training for New Staff (frontline officers, and adhoc training for existing staff in customer service

•Participate in the process of setting customer service standards and customer charter.

•Lead all sales teams in the province

•Assessing the adequacy of staffing levels of frontline staff and recommend to Human resources

•Daily weekly and Monthly reports, highlighting customer service delivery in the Area

•Handle customer complaints, resolve customer queries and educate customers on services offered.

•Participate in marketing activities throughout the area

•Carry out any other duties by the supervisor

Key Achievements

•I supervised 45 frontline officers and 26 Post officers

•I led all sales teams in the Province

•I trained all front line staff in the Province on all the new products and changes on old products

•I was assigned on many occasions to collect payments such as Post Box rental arrears, Ems Credit payments and all other debt collections.

•I trained agents of postal services in Eastern Postal Area.

•Able to train in customer service and offer customer service support to customers in the whole province.

•I was the link between the Zampost Call Centre at Head office and Eastern Postal Area.

Very good at writing daily weekly and monthly reports

Job Title: Administrative Assistant

Employer: D- Finance

Duration: one year (Dec 2011 – Feb 2013)

Role Description

Be of support to the Chief Operating Officer and Chief Financial Officer

Duties & Responsibilities

•Performing administrative and office support activities for multiple supervisors.

•Fielding telephone calls.

•Receiving and directing visitors.

•Word processing, creating spreadsheets and presentations.

•Management of Inventory

•Filing.

•Handling petty cash

•Assigning duties to office assistant

•Arranging travel arrangements for directors

•Extensive software usage with a lot of Internet research

•Prepare and all board meeting materials and make sure the Board members get all the Board packs before the meeting takes place and to ensure comfort ability of all board members during the meeting

Key Achievements

•Able to organize board meetings

•Able to supervise office Assistants

•Able to use most office equipment able to run an office.

•Able to account for petty cash

•Good filing

•Can maintain order in an office

Job Title: Marketing Officer/ Admin Assistant

Employer: African Destinations Travel Tours and Safaris

Duration: 5 years (Oct 2005 – Jun 2010)

Role Description

Be able to market the services of the company and also be able to run the office even in the absence of the Managing Director

Duties & Responsibilities

•Sourcing clients for both Travel and Hotel reservations.

• familiarization with clients

•Creation of Holiday / tour Packages for clients

•Designing and producing newsletters for our clients information purposes.

•Designing adverts and advertising campaigns.

•Preparation of bank documentations and banking.

•Attending to customer complaints and change of reservations

•Handling Petty Cash, making payments to suppliers.

•Travel arrangements for Managing Director.

•Handling daily reports.

•Delegating duties to office orderly and seeing to it that things run smoothly in the office.

Key Achievements

Able to handle petty cash able to make reports able to make bookings able to delegate well

Marketed the company by producing monthly Newsletters,

run all our social media pages

Conducted marketing surveys

conducted marketing pitches to prospective customers and aftersales visits to customers

able to coordinate management duties when the Managing Director was out of town

Job Title: Sales Executive

Employer: Lantana Communications

Duration: 3 Months ( Aug – Oct 2005)

Role Description

Source Customers to advertise in the Zambia Magazine

Duties & Responsibilities

Source companies to advertise in the magazine

Key Achievements

Was able to get customers to buy space in the magazine

PROFESSIONAL QUALIFICATIONS

Qualification: Bachelor of Business Administration (BBA) Credit

Awarding Body: Cavendish University

Completion Date: October 2017

Qualification: Marketing Advertising and Public Relations Diploma

Awarding Body: ICM

Completion Date: December 2003

EDUCATION

Qualification: IGCSE

Awarding Body: Cambridge

Completion Date: DEC 2000

SHORT COURSE

Course: Internet Marketing

Awarding Body: E Learning College

Completion Date: 3rd April 2020

SHORT COURSE

Course: Social Media Marketing

Awarding Body: E- Learning College

Completion date: 11th May 2020

SHORT COURSE

Course: Customer Service

Awarding Body: E-Learning College

Completion Date: 15th May 2020

SHORT COURSE

Course: Galileo Professional

Awarding Body: Galileo Travelport

Completion Date:11th May 2016

SHORT COURSE

Course: Event Management

Awarding Body: E-Leaerning College

Completion date : 22nd July 2020

SHORT COURSE

Course: Digital Marketing

Awarding Body: E- Learning College

Completion Date : 23rd July 2020

REFERENCES

Mr. Charles Siatontola

Bushvelds Enterprises Ltd

Phone: 097*-******

Email: *********@*****.***

Mr. Bartholomew Nyanga

Global Options

Phone: 096*-******

Email: *******@*****.***

Mr. DalitsoPhiri

Area Accountant -Eastern Postal Area

Zambia Postal Services Corporation Ltd

Phone: 097*******/ 095*******

Email: *******@*****.***

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