About

Dedicated and results-driven Customer Service Representative with 1 year of experience delivering exceptional customer experiences in fast-paced environments. Skilled in debt collections, handling inquiries, resolving complaints, and building strong client relationships through active listening, empathy, and clear communication. Adept at using CRM systems, managing multiple tasks, and meeting service targets while maintaining professionalism. Committed to enhancing customer satisfaction, fostering loyalty, and contributing to team success.

Skills

  • Proficient in Microsoft Word
  • Strong office administration and clerical skills
  • Clients Relationship Management Systems (CRM)
  • Call center operations
  • Customer communications
  • Analytical and problem-solving skills
  • B2B Client Relationship Management
  • English
  • Nyanja and Bemba

Experience

Mercy Siloka

Work experience
  • Call Center Agent (Customer Service Representative (CSR)- Engie/Ignite process  at   D2C TELCARE
  • Answer incoming calls, emails, and chat messages, providing accurate information and assistance to customers.
  • Handle customer inquiries, complaints, and service requests professionally and efficiently.
  • Process orders, payments, refunds, and account updates in the system.
  • Escalate complex issues to the appropriate department or supervisor when necessary.
  • Maintain detailed and accurate customer interaction records in the CRM system.
  • Meet performance metrics such as call handling time, first call resolution, and customer satisfaction scores.
  • Provide product or service information and assist customers with troubleshooting.
  • Follow call center scripts and guidelines to maintain consistency in service.
  • Upsell or cross-sell products and services where applicable.
  • Adhere to company policies, data protection regulations, and quality assurance standards.
  • Participate in training sessions to improve product knowledge and customer handling skills.

Mercy Siloka

Work experience
  • Assisted with full-cycle recruitment, including resume screening, interview coordination, candidate communication, and follow-up.
  • Organized and scheduled onboarding programs, training sessions, and orientation activities for new hires.
  • Compiled, processed, and maintained accurate employee records and documentation, ensuring the HR database was consistently updated.
  • Supported the HR Manager in developing and updating policies, procedures, and company guidelines, ensuring timely communication to staff.
  • Managed the departmental email account, addressing employee queries, concerns, and complaints promptly and professionally.

Mercy Siloka

Work experience
  • Coordinated and scheduled meetings, events, and travel arrangements for staff and management.
  • Managed procurement of office supplies and maintained inventory to ensure smooth daily operations.
  • Maintained internal databases, employee records (physical and digital), and organized filing systems for customer and partner data.
  • Prepared and submitted expense reports, regular reports, and business presentations.
  • Distributed and managed incoming/outgoing mail and calls, ensuring timely communication.
  • Assisted in updating office policies and ensured compliance with company standards.
  • Provided administrative support to managers and employees, addressing queries efficiently.

Mercy Siloka

Work experience
  • January, 2021 - December, 2021
  • Fulltime
  • Entered patient data into hospital systems accurately and maintained up-to-date records.
  • Prepared and customized financial reports, processed cash and bank payments, and ensured proper reconciliation.
  • Welcomed and assisted patients and visitors in person and via telephone, providing clear information and support.
  • Typed, formatted, and edited documents using Word, Excel, and PowerPoint.
  • Managed incoming calls, transferred them appropriately, and handled queries and complaints via phone, email, and in-person correspondence.
  • Monitored and maintained office supplies and coordinated with service providers for cleaning and maintenance needs.
  • Performed a variety of administrative duties to support smooth hospital operations.

Mercy Siloka

Work experience
  • October, 2019 - January, 2020
  • Fulltime
  • Performed data entry tasks, updating student records and library databases at the circulation desk.
  • Managed lending and collection of books, periodicals, and audiovisual materials to students and faculty.
  • Processed new library materials, including books and audiovisual resources, ensuring proper cataloging and organization.
  • Sorted, shelved, and maintained the proper order of books and publications in the library.
  • Assisted students and staff in locating library materials and offered guidance on using reference sources effectively.
  • Inspected returned books for condition and ensured all items met due-date status before re-shelving.
  • Responded to routine inquiries from patrons, providing helpful and accurate information.
  • Supported daily clerical activities, including filing, typing, word processing, photocopying, printing, and mailing library materials.
  • Assisted in classifying and organizing materials to ensure efficient access and retrieval.

Mercy Siloka

Education
  • January, 2017 - October, 2020
  • Fulltime

Mercy Siloka

Education
  • January, 2012 - October, 2014
  • Fulltime

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