Customer Service
Resume:
CURRICULUM VITAE
PERSONAL PROFILE
FIRST NAME: Lorna
SURNAME: Mandefu
NRC: 189266/12/1
NATIONALITY: Zambian
RELIGION: Christian
MARITAL STATUS: Married
CONTACT No’s: 097-*-****** or 097-*-******
E. MAIL ADDRESS: adydb1@r.postjobfree.com
WORK EXPERIENCE
1.Bookworld Zambia as Branch Manager for East Park Branch February 2023 to date.
Some of my responsibilities include:
Sending updated monthly reports.
Conduct daily/weekly/monthly spot checks in order to manage stock well
Manage all store operations pertaining to stocktaking, scheduling staff, management of stock levels and pricing.
Maintain high levels of cleanliness, customer service, stock availability as well as maintain high levels of store hygiene as well as monitor staff presentation.
Maintaining store standards
Supervise staff on how online purchases are made
Manage special orders for customers.
2.OK Furniture as a Branch Manager for Manda Hill Branch from December 2021 to May 2022
Some of my responsibilities included;
Man management
Credit management
Ensuring total accountability for company stock and eliminating stock losses.
Have experiences with working and management of POS machine.
Sales development, planning, and marketing management
Planning and coordinating
Ensuring total compliance in the admin department and performing branch-level audits of the credit, stock, and Admin departments.
Submitting daily, weekly, monthly, quarterly, and yearly reports to regional and top management.
Maintaining standards in the stores e.g., discipline, display, compliance, employee safety, and security.
3. Branch manager for Mazabuka Branch from March 2018 to December 2021
Some of my responsibilities included;
Man management
Credit management
Ensuring total accountability for company stock and eliminating stock losses.
Have experiences with working with and management of POS machine.
Sales development, planning, and marketing management
Planning and coordinating
Ensuring total compliance in the admin department and performing branch-level audits of the credit, stock, and Admin departments.
Submitting daily, weekly, monthly quarterly, and yearly reports to regional and top management.
Maintaining standards in the stores e.g., discipline, display, compliance, employee safety, and security.
4.Trainee Branch Manager March 2018 with African supermarkets trading as Shoprite/ OK Furniture and my responsibilities to all the branches in the Zambian region were co-management of the assigned branches with the branch managers.
Where the branch Manager is not yet appointed, my duties were to manage the branches assigned to me at the time.
5.STOCK CONTROLLER SEPTEMBER 2015-Feb 2018 OK FURNITURE
Stock management
Managing stock-related documentation and maintaining all such files.
Submitting monthly, daily and weekly reports as requested by the Branch Manager and Regional Admin Manager.
Buying (Ordering)
Handling customer complaints and repairs and reporting to the Manager where necessary.
Handling stock claims.
Managing receiving and dispatch.
Man management (Supervisory functions and relief to the Admin Controller.
6. TRAINEE STOCK CONTROLLER APRIL 2015 – SEPTEMBER 2015 OK FURNITURE
To do stock requisitions from suppliers.
Deal with customer repairs.
Receive stock from suppliers and other branches.
Dispatch stock to customers and other branches.
Plan and schedule customer deliveries for the day.
Arranging repairs and returns with manufacturers and suppliers.
Recording serial numbers were applicable.
Place stock in designated areas for easy access and identification.
Weekly, monthly and quarterly stock take and reconciliation of stock.
Testing returns and repaired stock.
7. SALES PERSON –AUGUST 2012 to SEPTEMBER 2015 OK FURNITURE
Build and increase customer database.
Maintain knowledge of current sales and promotions.
Maintain the standards of all merchandise on display.
Prepare cash and Hire purchase deals.
Compute sales Prices.
Make sure workstations are clean.
Compute cash and Hire Purchase quotations for customers.
Maintain records related to sales.
Place special orders and call other branches to find the desired stock.
Work to achieve monthly sales targets.
Recommend, select, and help locate or obtain stock based on customer needs and desires.
Describe stock and explain the use, operation, and care of the stock to the customer.
Ticket, arrange, and display stock to promote sales.
Make courtesy calls to customers.
Inventory stock and requisition new stock.
Watch for and recognize security risks and theft and know how to handle them
5. ACTING CENTRE MANAGER FALLS PARK SHOPPING MALL NOVEMBER 2009-AUGUST 2010
Rental chase and collection.
Invoice distribution.
Service bill payment- water, Electricity, and refuse collection.
Overseeing maintenance snags- ensuring the maintenance works and repairs are carried out satisfactorily.
Attend to tenant’s complaints.
Facilitating marketing activities.
Liaise with security constantly regarding the operations at the mall.
Liaise with African Life Financial Services Head Office Accounts Staff and liaise about float, charge masters, Schedules, etc.
Ensure the mall’s orderliness in terms of cleanliness and order.
8.RELIEF CENTRE MANAGER FALLS PARK SHOPPING MALL JANUARY 2009- NOVEMBER 2009
Rental chase and collection.
Invoice distribution.
Service bill payment- water, Electricity, and refuse collection.
Overseeing maintenance snags- ensuring the maintenance works and repairs are carried out satisfactorily.
Attend to tenant’s complaints.
Facilitating marketing activities.
Liaise with security constantly regarding the operations at the mall.
Liaise with African Life Financial Services Head Office Accounts Staff and liaise about float, charge masters, Schedules, etc.
Ensure the mall’s orderliness in terms of cleanliness and order.
9.BUSINESS CONSULTANT FEBRUARY 2008- JANUARY 2009
Develop a clientele database for Livingstone Guest Houses and lodges.
Marketing and advertising crafts and curios for Livingstone traders.
Managing Enosben Lodge.
Office Administrator for Dream homes Engineers.
10.SOUNDS INVESTMENT (Z) LIMITED DECEMBER 1999- MARCH 2008
Daily sales returns.
Bank reconciliation.
Stock reconciliation.
Development of research and management reports.
Customer service.
Heading and supervising staff members.
Sales, marketing, and advertising stock.
Maintaining and contributing to the upgrading of the company image.
11.ACCOUNTS CLERK JULY 1997 – DECEMBER 1999.
Bank reconciliations.
General ledger and balance sheet.
Support the development of departmental reports. Counter-checking and proofreading.
Computing Company tax returns.
PROFESSIONAL QUALIFICATIONS
YEAR COLLEGE QUALIFICATIONS
Jan 1996- Dec 1996 NIEC SCH OF BUSINESS MANAGEMENT Association of Accounting Technicians (AAT) Level 1 Certificate.
with courses being;
Business Law
Prepare and Record Financial Records and Accounts
Record Cost Information
Information Technology
Health and Safety
YEAR COLLEGE QUALIFICATIONS
Jan 1997 – Dec 1997 NIEC SCH OF BUSINESS MANAGEMENT Association of Accounting Technicians (AAT) Level 2 Certificate
With courses being;
Cost and Management Accounting
Financial Accounting
Preparing Reports and Returns
YEAR COLLEGE QUALIFICATIONS
May 2022 – To date University of the People (Online) Studying Degree in Business Administration
With courses being studied so far;
Principles of Business Management
Basic Accounting
Microeconomics
Macroeconomics
Business Communication
Online Education Strategies
ACADEMIC AMBITIONS
I aim to pursue business administration and management as well as management accounting to its full completion.
EDUCATION BACKGROUND
YEAR SCHOOL QUALIFICATIONS
1994-95 Kansenshi Secondary School Senior secondary school certificate
1991-93 Chifubu Secondary School Junior Secondary School Certificate
1984-90 Mutende Primary School Primary School Certificate
My objectives;
To be indeed a team player
To be an effective member of a progressive organization
To focus on the completion of goals and objectives with effective follow-ups to stabilize and improve on results innovatively and creatively for continuous development of self and the organization.
KEY SKILLS
Effective oral written and interpersonal communication skills.
Excellent customer service skills
Planning skills
Time management skills
Effective, strong, and strategic Decision-making process
Excellent computer skills in Excel, word, outlook, and basic IT skills.
Enjoys challenges as well as being in the company of people whose goal is to achieve greater results.
Works with minimum supervision.
STRENGTHS
Committed to working for extra hours depending on work demands.
In possession of a clean driving license.
Able to work under pressure.
Able to work on multiple tasks effectively.
Inborn strong will and leadership qualities aided by supervisory skills.
Fast learning, quick judgment, and imagination.
LANGUAGE SKILL
LANGUAGE
RATING
English
Excellent
Nyanja
good
Bemba
Very good
INTERESTS
Reading
Watching Movies
Listening to Music
Traveling
Swimming…
REFERENCES
Mr. Ephraim Shandavu,
Branch Manager,
OK Furniture,
Manda Hill,
Lusaka.
Ms. Deborah Lusaka
Branch Manager,
OK Furniture,
Chipata
Mr. Henry Phiri,
Stocks Manager,
Toys R Us
East Park Mall,
Lusaka.
Contact this candidate