OPERATIONS | CUSTOMER SERVICE | VIRTUAL ASSISTANCE | BUSINESS SUPPORT | KEY ACCOUNT MANAGEMENT

Manage customer support, stakeholder engagement, and service delivery activities across multiple projects. Resolve customer issues and coordinate internal teams to ensure timely resolution and high customer satisfaction.

Manage billing, invoicing, vendor payments, and operational reporting. Develop and implement SOPs to improve operational efficiency and service quality, while providing administration and business support to project teams. Supported deployment of the national eLevy project, generating more than ZMW16 million in revenue, and contributed to regulatory and IPO documentation that saved over ZMW88,000 in consultancy costs.

Managed strategic customer relationships with major retailers including Shoprite, Pick n Pay, and Choppies. Handled customer escalations and coordinated issue resolution with supply chain teams.

Monitored stock and in-store promotions, trained merchandisers, and ensured scheduled reporting to assigned stores. Exceeded monthly revenue targets of ZMW1.5 million while improving customer retention, product visibility, and client account support.

Managed dealer relationships and customer support activities across the Samsung retail network. Delivered partner onboarding, product training, and performance reporting for retail partners.

Used customer insights and market intelligence to strengthen customer experience and improve sales performance. Supported account relationships through responsive service and partner engagement.

Managed customer-facing teams, retail operations, and partner relationships across assigned areas. Coached field teams and monitored service standards, brand compliance, and operational performance.

Expanded the dealer network from 8 to more than 120 dealers across Zambia. Supported dealer development and improved retail coverage through field supervision and relationship management.

Supported stakeholder communications, reporting, workshops, and events. Prepared communication materials and coordinated engagement activities with partners and communities.

Assisted with advocacy and outreach initiatives by maintaining communication support for internal and external stakeholders. Contributed to organized event coordination and reporting activities.

Diploma in Project Management Fundamentals.

Diploma in Operations Management.

Diploma in Journalism and Public Relations.