Experienced call center agent with a focus on effective communication, customer empathy, and conflict resolution. Skilled in managing challenging interactions and ensuring customer satisfaction.
Utilized excellent communication skills to interact effectively with customers.
Addressed customer concerns professionally, ensuring a positive experience.
Able to diffuse difficult situations and manage upset customers calmly.
Displayed patience and empathy when dealing with frustrated or upset customers.
Airtel Zambia
Provided customer service and technical support to Airtel clients via phone, email, and live chat., Resolved issues related to billing, connectivity, and service plans, maintaining a high satisfaction rate., Handled customer inquiries and complaints, demonstrating problem-solving and communication skills., Trained in handling customer interactions and troubleshooting.
Santos Construction
Managed daily administrative tasks such as scheduling meetings, filing, and processing documents., Coordinated communication between teams, ensuring smooth workflow and project updates., Assisted with project management tasks, including data entry, tracking expenses, and procurement documentation., Developed skills in office management and construction industry procedures.
Chilenje Level 1 Hospital
Conducted HIV counseling and testing services for patients in a clinical setting., Maintained confidential patient records and provided emotional support during and after testing., Trained in psychosocial counseling and HIV Testing Services (HTS)., Collaborated with healthcare teams to ensure proper patient care and follow-up services.
Psychosocial Counseling and HIV Testing Services (HTS) Training
High School Diploma
Customer Service Training
Administrative Assistance Training
Virtual Assistant Training
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Red Flag
Provided remote administrative support to clients, managing tasks such as scheduling, email correspondence, and document preparation., Assisted in organizing virtual meetings and coordinating projects for international clients., Enhanced virtual communication and organizational skills through remote team collaboration., Trained in digital tools and virtual assistant platforms.
Managed social media accounts, creating and curating content to boost engagement and brand visibility., Analyzed social media metrics to improve strategies and target audience interactions., Utilized content management systems and social media analytics tools to plan and monitor campaigns., Developed social media strategies aligned with organizational goals, resulting in increased follower growth and engagement.
