Mambwe Kaseba
Procurement and Customer Associate
Rochester,MN
Summary
Detail-oriented Customer Support Specialist skilled in managing high volume calls and delivering accurate product information. Expertise in resolving complaints and enhancing customer satisfaction through effective communication and problem-solving. Implemented innovative strategies to boost customer engagement and strengthen relationships.
Overview
7
7
years of professional experience
Work History
Customer Support Associate
Airtel Zambia
Lusaka
11.2020 - 02.2022
- Addressed customer complaints through active listening and problem-solving techniques.
- Provided satisfactory resolutions for customer issues through effective communication and support.
- Advised clients on company offerings and current promotions, contributing to informed purchasing decisions.
- Captured and transferred customer information from phone calls to databases through simultaneous data entry, enhancing record accuracy.
- Ensured compliance of all Airtel Money Agents with company standards.
- Collaborated with customer service manager to enhance service delivery.
- Compiled reports on customer satisfaction metrics to identify trends and inform service improvements.
- Developed and implemented data disposal policies to ensure compliance.
Data Entry Clerk/Project Coordinator
Sherwood Greene Property Limited
Lusaka
09.2018 - 10.2020
- Transferred data from paper formats into digital files, enhancing accuracy and accessibility for future use.
- Verified data accuracy by cross-referencing with source documents.
- Ensured compliance with data integrity and security policies throughout processing.
- Submitted entered data to Head Liaison Data Management and Finance for review, facilitating timely oversight.
- Updated existing data for consistency and relevance.
- Assessed incomplete records, retrieving necessary information to ensure thoroughness.
- Sorted and organized paperwork post-data entry, ensuring systematic retrieval and compliance with data handling standards.
- Conducted regular backups to preserve data integrity and prevent loss.
Data Associate
Information communications Technology (ICT solutions)
Lusaka
02.2015 - 08.2018
- Compiled and sorted source data for computer entry, establishing entry priorities to streamline processing.
- Maintained data entry requirements by adhering to project techniques and procedures.
- Processed and checked source documents for accuracy, resolving discrepancies through standard procedures.
- Reviewed and corrected data, eliminating duplicates to ensure accuracy and integrity.
- Ensured integrity of records and securely stored generated data files in designated locations.
- Secured information by completing regular data backups.
- Provided timely access to relevant files in response to information requests, supporting efficient data retrieval.
- Complied with data integrity and security policies while performing additional support duties.
Education
Diploma in procurement and supply - CIPS
Zambia Institute of Management
02-2014
Graduate Certificate - Procurement And Supply
Zambia Institute of Management
02-2012
School Certificate -
Zipas High School
12-2008
Junior Secondary School Certificate -
Zipas High School
12-2005
Skills
- Microsoft Office proficiency
- Communication skills: Oral and written
- Network troubleshooting
- Operating systems: Windows, Mac OS, Linux
- Database management skills
- Open Data Kit (ODK)
- Business process comprehension
- Time management
- Goal orientation
- Independent work capability
- Collaboration with diverse groups
- Quick learning ability
Affiliation - Organization
CIPS (Chartered Institute of Procurement & Supply)
Contact Numbers
+1 773-567-1736
Social Status
Married
References
- Mr. Ernest Kamanga, ICT Managing Director, ICT Solutions, +260 965/955 528000, maponga@ictzambia.com
- Mrs. Regina Nyirenda, Head-Liaison-Data-Management & Finance, Airtel Zambia, +260 971 081790, Regina.Nyirenda@Sherwoodgreene.com
- Mr. Rasford Silumesii, Territory Sales Manager, Sherwood Greene Properties Limited, +260 955 639253, Rasford.silumesii@zm.airtel.com
Traits Skills Acquired
Operating Systems: Windows (all versions), Mac OS and Linux., Microsoft Office Packages: MS Access, Excel, PowerPoint, Word, Outlook and OneNote., Database Administration: Data entry, Mining, Processing and Evaluation., Network troubleshooting., Excellent understanding of SmartCare, Health Management Information System (HMIS) and Open Data Kit (ODK)., Excellent oral, written and communication skills., Proven ability to multitask with great accuracy and the ability to maintain confidentiality., Good comprehension of business functions and processes., Able to work under minimum supervision., Open minded and responsible., Self-motivated and willing to work long hours., A quick learner and possess the ability to work with diversified groups., Goal oriented to achieve set targets., Time management.
Personal Information
- Hobbies: Listening to the Radio., Surfing the internet (Learning and sharing new ideas), Watching Television e.g. News, Movies & Sports.
- Date of Birth: 04/08/90
- Gender: Male
- Nationality: Zambian
Timeline
Customer Support Associate
Airtel Zambia
11.2020 - 02.2022
Data Entry Clerk/Project Coordinator
Sherwood Greene Property Limited
09.2018 - 10.2020
Data Associate
Information communications Technology (ICT solutions)
02.2015 - 08.2018
Diploma in procurement and supply - CIPS
Zambia Institute of Management
Graduate Certificate - Procurement And Supply
Zambia Institute of Management
School Certificate -
Zipas High School
Junior Secondary School Certificate -
Zipas High School