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Customer Service Administrative Manager

Royersford, PA, 19468
June 19, 2022

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Nsofwa Kawambwa Downing Resume

Royersford, PA ***68 - - 215-***-****


Insurance Agent Company Voice - September 2021 - Present

● Explain features, advantages and disadvantages of various policies to promote sale of insurance plans

● Call clients and potential clients to grow their customer base

● Collect information about clients' needs and match them with Insurance policies they offer

● Enrol and submit applications for Medicare Advantage & Medicare Supplement plans over the phone

● Customized insurance programs to suit individual customers, often covering a variety of risks

● Comply with very strict regulations involved with selling Medicare plans Department Manager Apparel/Inventory Associate Walmart Pottstown - March 2019 - Present

● Ensure customer satisfaction by greeting and answering their questions

● Tour the department to ensure that it meets our customers’ expectations

● Review merchandise activities and determine whether additional sales promotions or clearance sales are required

● Ensure availability of merchandise by communicating with potential and actual customers on their product requirements

● Work hand-in-hand with sales associates to get the job done

● Maintain accurate inventory levels for all merchandise in by making adjustments to variances

● Prepare and plan for upcoming events throughout the year so as to bring in more revenue Administration Manager Jumbo Wholesale Zambia (Mass Cash) - May 2017- May 2018

● Effectively implemented HR Administration in the store and maintained systems

● Controlled supervising and managing of all recruitment processes in the store and ensured that all recruitment is done in accordance with Mass Cash Policy and legislative requirements

● Implemented and maintained systems to ensure that Finance Administration is effectively implemented in the store in line with applicable policies and procedures

● Built and maintained effective relationships with store managers, suppliers and customers to ensure sustainability in the business

● Built and maintained good consultative relationships with Mass Cash Head Office Finance Team in order to facilitate effective upwards and downwards communication

● Minimized shrinkage and breakages by ensuring that team members know, understand and adhere to company rules and procedures

● Investigated and/or reported suspicious occurrences or people to management and security

● Promoted harmony and team work

Assistant Store Manager Cashbuild Zambia - August 2016- May 2017

● Developed, implemented and managed the Store Business Plan ensuring that it is aligned with the overall Company strategy

● Offered fast, friendly and efficient service to all customers

● Managed and controlled shrinkage within the store

● Managed petty cash, daily banking as well as shorts and overs

● Recruited and inducted all employees

● Ensured that open communication is maintained in the store through weekly meetings

● Implemented and maintained the correct planograms

● Maintained housekeeping standards and merchandising standards Nsofwa Kawambwa Downing Page 1

Store Manager Edgars Mukuba (Edcon Zambia) - November 2013- July 2016

● Analyzed budgets and projections by putting plans in place to achieve/exceed sales budget

● Implemented efficient expense management to increase profitability

● Provided monthly P & L feedback

● Ensured correct and timely implementation of the store’s promotions, markdowns and other chain communication

● Conducted weekly analysis and interpretation of stock and sales reports

● Communicated with merchants on stock issues e.g. out of stocks, overstocks

● Ensured appropriate staffing levels and scheduling to support customer service requirements

● Managed the performance of self and all direct reports through regular feedback, coaching and mentoring

● Conducted staff appraisals and talent reviews

● Adhered to strict key controls ensuring that the store is opened and closed timeously

● Maintained high levels of cleanliness in the store Teller/Customer Service Trainer Ecobank Zambia - October 2011-November 2012

● Assisted with and posted customer transactions, deposits and withdrawals in both local and foreign currencies

● Managed cash, performed daily balancing, processing and reconciliations

● Conducted customer service training for staff, enforced 100% KYC (Know Your Customer) to minimize losses

● Resolves customer issues and complaints

● Presented and sold bank products

● Fostered productive relationships with branch colleagues and other bank departments Marketing Department Intern National Museums Board - June 2010 - December 2010

● Conducted customer-oriented market research and analysis

● Enhanced visibility of Zambia’s museums

● Administered Directorate’s marketing database and assisted in designing National Museums Board brochure

● Assisted in developing and implementing final marketing strategy for National Museums Board Double-Checker Trio-Data Risk Consultants - June 2006- July 2007

● Oversaw till operations in retail stores such as Spar Arcades and Shoprite Manda Hill

● Ensured high customer care standards were maintained at all times

● Verified shop merchandise complied with established quality standards Administrative Manager Minquest - April 2005- May 2006

● Supervised daily office operations

● Built and led a thoroughly professional and highly motivated team to meet customer needs and resolve issues

● Managed food preparation for over 100 students at one time

● Developed menu and trained staff to efficiently cook and serve food in a tight schedule

● Mentored and supported students


Bachelor of Business Administration Cavendish University - Lusaka, ZM 2010 Certificate in Social Work University of Zambia - Lusaka, ZM 2005 Nsofwa Kawambwa Downing Page 2

Certificate in Microsoft Word/Excel Dove Computing Services - Kitwe, ZM 1999 Certificate in Food Production Hotel and Tourism Training Institute - Lusaka, ZM 1993 Computer Programming Certificate Copperbelt University - Kitwe, ZM 1992 Secondary School Certificate Helen Kaunda Secondary School - Kitwe, ZM 1991 Nsofwa Kawambwa Downing Page 3

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