LUCIA VUNULA SOKO
Federal Way,WA
Summary
Dynamic customer service professional with a proven track record at Airtel Mobile Network, excelling in resolving inquiries with a 98% success rate. Skilled in critical thinking and data entry, I enhance operational efficiency and foster exceptional client relationships through active listening and effective communication.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Chik-Fil-A
02.2024 - 11.2024
- Processed customer transactions accurately using point-of-sale systems while ensuring compliance with company policies.
- Collaborated with team members to streamline order fulfillment, reducing wait times for customers by 90%
Administrative Officer
Auction Holdings Limited
02.2019 - 11.2023
- Streamlined administrative processes to enhance operational efficiency across departments.
- Coordinated scheduling and logistics for company meetings and client engagements.
- Managed correspondence, ensuring timely responses and effective communication with stakeholders.
- Developed and maintained filing systems to improve document retrieval accuracy and speed.
Call Center Representative
Airtel Mobile Network
06.2016 - 12.2018
- Provided exceptional customer service by resolving inquiries and complaints efficiently by 98%
- Managed high call volumes while maintaining quality standards and ensuring customer satisfaction.
- Reached a target of 150 calls per shift.
- Trained and mentored new staff on best practices for handling customer interactions.
- Implemented process improvements that enhanced workflow efficiency and reduced response times.
Education
Diploma - Journalism And Mass Communication
Malawi Institute of Journalism
Lilongwe, MalawiMaster of Science - Information Technology
Cumberland University
Lebanon, Tennessee, TN10-2027
BBA - Business Administration
Exploits University
Lilongwe, Malawi07-2017
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Excellent in microsoft office,
- Trouble shooting
Accomplishments
Won employee of the year twice at Auction Holdings Limited which resulted in a salary increment.
Timeline
Customer Service Representative
Chik-Fil-A
02.2024 - 11.2024
Administrative Officer
Auction Holdings Limited
02.2019 - 11.2023
Call Center Representative
Airtel Mobile Network
06.2016 - 12.2018
Diploma - Journalism And Mass Communication
Malawi Institute of Journalism
Master of Science - Information Technology
Cumberland University
BBA - Business Administration
Exploits University
Company award
Voted the best employee, due to good work ethics and achieving targets.