Experience

  • E-COMMERCE AND DIGITAL CULTURE OFFICER

    at Zambia Research and Development Centre

    January 2015 - July 2019

    Lusaka Province

     Manage all online activity in relation to traffic acquisition, sales, conversion and a/b testing and reporting  Develop and implement ecommerce strategy in order to improve website performance  Work with developers to improve website speed  Work with the marketing team or manage digital marketers in order to improve quality and traffic acquisition  Re-Plat forming website to new CMS, making website mobile capable  Research market in order to discover new trends and technologies in order to improve website performance  Analyse various data in order to deliver data driven strategies in order to deliver top performance and achieve kpis

  • CUSTOMER SERVICE OPERATOR

    at Information and Communications University

    December 2013 - July 2019

    Lusaka Province

     Handle day-to-day queries from customers across different platforms (app, social media, emails and phone calls)  Liaising with the technical team to provide easy to understand resolution for the customer  Having opinions about which tools, processes, and procedures we should use and when  Keep accurate records of all conversations with external stakeholders  Prepare reports on customer experiences, and offer recommendations  Manage large amounts of incoming calls Identify and assess customers’ needs to achieve satisfaction  Build sustainable relationships and trust with customers through open and interactive communication  Provide accurate, valid and complete information by using the right methods/tools  Able to generate Reports  Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

  • KEY ACCOUNT LIAISON EXECUTIVE

    at International Multi-Disciplinary Conference

    March 2014 - August 2018

    Lusaka Province

     Generate business opportunities with new and existing customers/applicants.  Identify potential customers/applicants through referrals.  Develop community liaisons through personal customer/applicants visits and by representing company in community events.  Identify professional and productive relationship with potential customers/applicants.  Coordinate with account teams to ensure business success.  Develop sales plans to achieve sales goals.  Provide excellent customer service to ensure customer satisfaction.  Manage all front-end paperwork for customer accounts.  Coordinate and manage customer account documentations.  Assist in business process improvements.

  • TECHNICAL BUSINESS DEVELOPMENT OFFICER

    at International Multi-Disciplinary Conference

    June 2014 - December 2017

    Lusaka Province

     Create opportunities for various business aspects, such as cost reduction, customer relations, technological advancement and marketing.  Prepare the annual marketing budget and track the expenses against the budget.  Develop in-depth knowledge about business development practices, marketing activities, prospective clients and industry trends.  Maintain a knowledge repository of clients, referrals, prospects and presentations.  Develop strong customer relationships in order to generate high volume of prospective clients.  Manage customer calls and appointments effectively for new opportunities.  Participate in industry forums, client discussions, and conferences as a representative of the organization.  Determine cross-selling opportunities among different offices.

Education

  • Post Graduate Diploma in Marketing

    at Zambia Institute of Marketing

    2019 - at Present (1 year) Lusaka Province

  • Master of Business Administration with Finance

    at Oak University

    2019 - at Present (1 year) Lusaka Province

  • Master of Business Administration in Finance

    at Oak University

    2019 - at Present (1 year) Lusaka Province

  • Bachelors of Education in Art and Business – Commerce and Accounting

    at Information and Communications University

    2014 - 2018 (4 years) Lusaka Province

  • Bachelors of Education in Art and Business – Commerce and Accounting

    at Information and Communications University

    2014 - 2018 (4 years) Lusaka Province

  •  Certificate in Market Research and Consumer Behavior

    at Zambia Research and Development Centre

    2014 - 2014 (1 year) Lusaka Province

  • Certificate in Digital Marketing

    at Zambia Research and Development Centre

    2014 - 2014 (1 year) Lusaka Province

  • Certificate in Market Research and Consumer Behavior

    at Zambia Research and Development Centre

    2014 - 2014 (1 year)

Services offered

  • Administration

    Answering Telephones
    Business Correspondence
    Calling Clients
    Client Relations
    Communication
    Correspondence
    Customer Service
    Desktop Publishing
    Document Management
    Faxing
    Internet
    Maintaining Office Records

  • Social Networking

    to help clients set-up and manage their social media integrations. Channels like Twitter, Facebook, and Instagram are great for growing client’s online community and boosting their sales.

Languages

  • English Conversation

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