Pamela Thandiwe Sakala

Pamela Thandiwe Sakala Customer Experience Specialist Professional Summary Results-oriented and impact-driven professional with 10+ years of experience in administrative, customer experience, stakeholder engagement, and research support across legal, tech, and healthcare sectors. Known for being organized, resourceful, proactive, and detail-oriented, building trust through strong, meaningful, and clear communication, helping attorneys save on their time for more important legal tasks by up to 95%. Adept in CRM tools, project management tools, Google Suite, and data analytics, with a proven track record of transforming client insights into actionable service improvements. Passionate about creating inclusive, human-centered experiences that enable attorneys to drive meaningful outcomes Top of Form Top of Form Top of Form Technical Skills: • Microsoft Office Suite, Google Workspace • Calendar, Email, Travel & Events Management • Legal Research & Drafting Legal Documents • Video Conferencing Tools- Zoom, Google Meet • Project Management Tools- Asana, Trello • Customer Renewal & Retention Strategies, CRM • Sales Tracking, Reporting, Promotional Execution • Stakeholder. Contract, Account Management • Customer Feedback Analysis & Data Analysis • Customer Training and Onboarding, Salesforce • Trade Marketing, Sales Planning & Growth, GTM • Customer Satisfaction Score & Insights Generation • Cultural Sensitivity, Asynchronous Working, SEO • Automation Tools-Slack, Zapier, Zendesk Professional Experience: Customer Experience Specialist |Yango Deli - Remote (September 2023 to date) • Delivered real-time support to over 150 customers weekly via LiveChat (Chatterbox) and email, achieving a 95% resolution rate and significantly improving overall customer satisfaction. • Built strong relationships with clients by communicating clearly and empathetically, leading to a 30% boost in customer retention and repeat interactions. • Collaborated with cross-functional teams to troubleshoot complex issues, reducing ticket resolution time by 25% through clear documentation and timely follow-ups. • Managed and maintained accurate partner data and performance metrics in the CRM system, contributing to a 20% improvement in operational efficiency. • Created and reviewed content for partner engagement, ensuring 100% accuracy and alignment with brand messaging, streamlining onboarding, and reducing support inquiries by 15%. Customer Success Officer – Legal |Chipata Central Hospital (November 2022 – August 2023) • Led cross-functional projects in health, governance, and rural development, directly impacting over 500 community members and improving access to essential services by 35%. • Built and maintained relationships with local stakeholders—including government officials, NGOs, and community leaders—to enhance service delivery and align solutions with community needs. • Built and maintained an organized physical and digital filing system • Drafted, prepared, and filed legal documents for clients who could not afford legal services • Designed and facilitated over 30 training sessions on topics such as gender-based violence, HIV awareness, and civic engagement, resulting in a 40% increase in participant satisfaction and understanding. • Delivered personalized legal support and client counseling, ensuring timely resolution of cases and maintaining a 90% satisfaction rate in feedback surveys. • Collected and analyzed community engagement data to inform service improvements, helping reduce client drop-off by 20% and aligning initiatives with evolving stakeholder needs. Qualitative Research Assistant |University of Zambia (August 2020 – October 2022) • Delivered compassionate, clear communication to 300+ study participants, obtaining informed consent and ensuring understanding of health screenings—contributing to a 100% compliance rate. • Conducted detailed one-on-one interviews and recorded responses using KoboCollect, achieving 98% data accuracy and timely submission of daily field reports to the central database. • Provided pre- and post-counseling support, guiding participants through sensitive health procedures, which enhanced trust and improved engagement rates by 25%. • Referred individuals to appropriate health and support facilities, helping streamline access to critical care services and improve participant outcomes. • Ensured quality control and ethical integrity across all touchpoints, contributing to a seamless, respectful participant experience and maintaining a 100% adherence to research protocols. Paralegal Officer |Legal Resource Foundation (August 2018 – July 2020) • Engaged directly with 200+ clients to understand concerns, gather insights, and provide tailored legal guidance—improving trust and access to justice services by 40%. • Drafted clear, client-focused legal documents and ensured timely filing of all processes, resulting in a 100% case submission accuracy rate. • Implemented and maintained an organized case tracking system, enhancing document retrieval speed and improving case management efficiency by 35%. • Facilitated human rights awareness sessions within the correctional facility, increasing client understanding of rights and procedures by 50%. • Monitored and followed up on reported concerns, escalating urgent issues and supporting resolution efforts—contributing to a safer, more transparent client service experience. Provincial Undersheriff |Judiciary – Sheriff’s Department (November 2016 – July 2018) Clerk of Court |Judiciary- Small Claims Court (August 2010 – November 2016) Education: • Diploma |Law |National Institute for Public Administration • Degree |Law - LLB |Zambian Open University Certifications: • Data Analytics |Coursera • Negotiation Mastery |Alison • Virtual Assistant Program |ALX • AI Essentials |LinkedIn Learning • Stakeholder Management |Alison • Google Project Management |Alison • Customer Experience Specialist |Udemy • Customer Journey Mapping |LinkedIn Learning • Monitoring & Evaluation |University of Washington • Basic Prosecutions |National Institute for Public Administration