Dorica Phiri
Thousand Oaks,CA
Summary
A highly motivated goal driven performer who has created and executed a high performing team of 28 agents in the call Centre and managed Front office administration. A dynamic Leader with proven leadership skills in customer service and Front office. An exceptional communicator with good interpersonal skills Inspirational leader who effectively motivates others and directs top-level strategic corporate initiatives. Computer literate such as Microsoft Word,basic Excel and PowerPoint.
Being part of a multinational organization has provided me with the ability to multi -task and provided an opportunity for me to acquire effective interpersonal and communication skills.
Overview
10
10
years of professional experience
1
1
Certification
Work History
call center lead/reporting lead-Call Centre
Cellulant Zambia
05.2019 - Current
- Motivating and inspiring the team to surpass their potential.
- Improving the team and facilitating communication among members of the team.
- Exceeding and meeting departmental objectives, including conversion targets, and lead generation.
- Creating a sense of ownership within the employees and resolving employee issues, if any.
- Encouraging, supporting, training, and motivating one's peer team.
- Looking constantly for development as well as continuous improvement for the entire team.
- Monitoring, organizing, and coaching the team on a day-to-day basis through pep talk.
- Managing social media platforms for queries and complaints.
- Communicating the company’s purpose, core values, and vision to the employees.
- Ensuring that the employees follow their schedules properly as designed.
- Handling escalated calls, complaints, questions, and queries, as necessary.
- Facilitating cross-functional communication within employees for improved working conditions.
- Creating a conducive work environment for all the call center’s employees.
- Carrying out team meetings and actively participating in the monthly and weekly meetings.
- Documenting general reports on each team member’s performance and targets as well as ensuring that they exceed the targets.
- Creating revenue tract to monitor growth daily
- Handling petty cash and all administration necessities.
Marketing Team Leader
Cellulant Corporation
01.2019 - 03.2023
- Improved product marketing objectives by constructing communication initiatives and branding strategies to increase client outreach.
- Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
- Researched industry and marketplace trends to develop marketing solutions and enhance business operations.
- Developed creative presentations, trend reports, kitted assets, and product data sheets.
- Reduced marketing costs by streamlining marketing roles, leveraging communications materials, monitoring budgets and developing protocol.
- Collaborated with senior sales, engineering and other business development executives to create best practices marketing initiatives and media positioning for vertical markets.
- Integrated social media advertising into overall strategy, amplifying brand reach and engagement levels among target audiences.
- Managed budget allocation for various marketing channels to maximize return on investment.
- Coordinated participation in industry events, strengthening relationships with key stakeholders and potential clients alike.
- Achieved sales growth by executing promotional campaigns in line with company objectives.
- Created customized marketing materials to increase product awareness.
Receptionist / customer care
Astro mobile
01.2016 - 01.2017
- Identifying New Sales Leads
- Pitching the product through presentation and live DEMO’s
- Data entry and analysis in excel and QuickBooks
- Preparation of PowerPoint presentations and sales proposals
- Drafting of Agreements and Contracts
- Developing quotes and proposals
- Negotiating and renegotiating by phone, email, and in person
- Training personnel and helping team members develop their skills
- Building Distribution network and Agent network
- Customer Service and Public Relations
- Gathering competitor information and analysis
Sales agent
Cellulant Zambia
01.2015 - 01.2016
- Resolving customer queries and meeting their expectations through calls and social handles
- Educating clients on company products and services
- Develop positive customer relationship
- Develop positive internal services and professional work relations
- Adhere to call Centre schedule
- Provide accurate information based on customer queries
- Collect, verify and activate all Point of Sale machines(POS )
- Training customers on how to operate the point of sale (POS) machine
- Preparing petty cash
- Printing and filing official documents
- Restocking branding materials and preparing stock reports.
- Restocking customer’s float through an online payment platform.
- Replying to phone calls and emails
Education
Certificate - Human Resource
Zambia Institute of Human Resource management (ZIHRM)
Diploma - Public Relations
National Institute of Public Administration (NIPA)
01.2014
GCE Certificates - Grade 9 and Grade 12
Mindolo High School
01.2009
Grade 1 and Grade 7 Certificate - undefined
Angelina Tembo Girls School
01.2004
Skills
- Customer relationship management
- People management
- Customer Handling Skills
- How to communicate effectively with customers
- How to manage and overcome change
- Conflict management
- How to build a high performing team
- Analyzing data and reports
- Strategic leadership
- Team training
- Managing Call Centre Operations
- Supervising and Coaching
- Creation and delivery of reports
- Managing work improvements-Processes and procedures
- Exceptional written and verbal communication skills
- Positive thinking, team orientated and self-motivated
- Ability to manage Multiple priorities
- Managing administration works and front office (Reception)
Accomplishments
- Obtained recognition Award in monetary form for sales lead at Astro mobile.
Certification
Diploma in public relations
CNA certification
Languages
English
Full Professional
Timeline
call center lead/reporting lead-Call Centre
Cellulant Zambia
05.2019 - Current
Marketing Team Leader
Cellulant Corporation
01.2019 - 03.2023
Receptionist / customer care
Astro mobile
01.2016 - 01.2017
Sales agent
Cellulant Zambia
01.2015 - 01.2016
Certificate - Human Resource
Zambia Institute of Human Resource management (ZIHRM)
Diploma - Public Relations
National Institute of Public Administration (NIPA)
GCE Certificates - Grade 9 and Grade 12
Mindolo High School
Grade 1 and Grade 7 Certificate - undefined
Angelina Tembo Girls School
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