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Christian Mulenga
Luanshya, Copperbelt, Zambia |-,-,- |-,-
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working
environment. Successfully works as part of team to reach personal and business goals. Known for
successfully handling escalated customer support issues.
Skills
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Customer relations
Problem-solving abilities
Call Center Operations
Microsoft Office expertise
Retail sales customer service
In-store support
Inbound and Outbound Calling
Product organization
Store maintenance
Promotional support
Sales expertise
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Report generation
Call control skills
Resolving issues
Data entry
Inbound phone call management
Communicating with clients
Professional telephone voice
Interpersonal skills
Payment processing
Customer communications
Call controlling
Experience
INBOUND CALL CENTER AGENT | 05/2020 - 01/2021
Zamtel Telecommunications Company - Luanshya, Copperbelt, Zambia
• Answer incoming calls and respond to customer's emails
• Manage and resolve customer complaints
• Identify and escalate issues to supervisors
• Provide product and service information to customers
• Research required information using available resources.
• Recognize, document, and alert the management team of trends in customer calls
• Follow up customer calls where necessary
• Inform clients by explaining procedures; answering questions; providing information
• Maintain and improve quality results by adhering to standards and guidelines and recommending
improved procedures
• Up-sell products and services
• Accepted inbound calls and reached out to connect with customers in need of service and support.
• Identified consumer needs, clarified information and researched issues to provide alternative solutions.
• Asked probing questions to determine service needs and accurately input information into electronic
systems.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
INBOUND CALL CENTER REPRESENTATIVE | 01/2021 - Current
Client care Solutions - Luanshya, Copperbelt Zambia
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• Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and
establish lucrative client relationships.
• Identified consumer needs, clarified information and researched issues to provide alternative solutions.
• Asked probing questions to determine service needs and accurately input information into electronic
systems.
• Forwarded calls to management if outstanding issue required immediate resolution.
• Implemented basic troubleshooting and support techniques to enable speedy resolution of callers' issues.
• Answered questions and informed customers of current sales and promotions.
• Improved service quality and increased sales by developing strong knowledge of company's products and
services.
• Other duties as assigned
Education and Training
Alison Academy - Customer Service, Diploma
04/2019
International Business Management Institute - Berlin, Germany | Certificate in Marketing and
Communication
03/2020
Certificate in Information Security for Everyone - Texas A&M Engineering Extension Service
04/2019
University of Zambia - Certificate in ICT Basics
12/2019
Zambia Unemployed Youth Organization - Kasama, Zambia | Certificate in Advanced Information
and Communication Technology
06/2019
Lethabo Private School - 12 Certificate
01/2015
LinkedIn Learning - Customer Service Specialist
2021
Study Cruise - London, United Kingdom | Call Center Training Diploma-
Alison Academy – Retail Management,
06/2019
Personal Information
My Personal Info, Gender Male Marital Status Single Citizen Zambian
Date of birth: 25 June 1995
References
• Madina Luswata; Former Call Center Inbound Team Leader at Zamtel Telecommunication Limited
Company.
Email:-Cell: -
• Mbulo Nchobezyi; Inbound Call Center Team Leader at Client Care Solution Limited Zambia.
Cell: -.
Email;-
Interests
Exercising; Reading & Researching; Listening to Music
Languages
English, Bemba, Nyanja
Websites; https://www.linkedin.com/in/christian-mulenga-8b217316a
