About
Customer-focused professional with over 5 years of experience supporting clients through phone, email, and chat in remote and customer-facing environments.
Skilled at resolving customer inquiries, documenting interactions accurately, managing multiple conversations, and providing empathetic, professional service.
Experienced using CRM systems, Google Workspace, Microsoft Office, and remote collaboration tools.
Recognized for excellent written and verbal English (C2 proficiency, EF SET 95/100), strong organization, and a calm, solution-focused approach in fast-paced environments.
What I'm looking for
A remote, salaried Customer Support or Virtual Assistant role where I can bring 5+ years of experience handling phone, email, and chat support. I'm looking for stable, full-time work with a team that values clear communication, accurate documentation, and consistent client care.
Experience
Independent Travel Manager
Dyninno / ASAP Tickets
May 2026 – Present
• Assist customers by phone and email with travel bookings and itinerary changes
• Respond promptly to customer inquiries while maintaining a professional and empathetic tone
• Document customer interactions accurately within CRM systems
• Coordinate with internal departments to resolve customer issues efficiently
• Manage multiple customer requests while meeting response time expectations Achievement: Successfully assisted international clients across different time zones while maintaining accurate booking records under tight deadlines.
CRM SystemsCustomer SupportTravel Bookings
Independent Business Partner & Team Leader
Longrich International
Jan 2021 – Present
• Recruited, interviewed, onboarded, and mentored 50+ independent distributors
• Built and led a distributed team from the ground up, achieving Diamond 2 Leadership Rank independently, with no upline support
Team LeadershipRecruitmentMentoring
Customer Experience Agent
IZWE (Microfinance/Loans)
Jan 2023 – Jan 2024
• Handled 40–60 daily customer interactions across phone, email, and chat while consistently meeting KPI targets
• Resolved customer complaints through effective conflict management, escalating complex issues with detailed case notes
• Educated customers on products, services, and account procedures
Conflict ResolutionCustomer SupportCase Documentation
Marketing & Sales Representative
Royal Secrets Cosmetics
Dec 2022 – Dec 2023
• Personally oversaw and supported a network of 60+ sales agents, providing guidance, product knowledge, and performance follow-up
• Managed outbound calls to track order satisfaction and re-engage customers, supporting repeat purchase behavior
• Coordinated sales records and event logistics to support marketing campaigns
Sales ManagementCustomer SupportMarketing Coordination
Disciple Officer / Social Services Coordinator
Family Legacy Missions Zambia
Jan 2015 – Dec 2020
• Supported more than 100 families through case management and community outreach over five years
• Maintained confidential client records and documentation
• Coordinated appointments and administrative tasks across multiple departments
Case ManagementDocumentationCommunity Outreach
Education
TEFL Professional Institute
2023
University Teaching Hospital (UTH)
2013
Skills
English C2 proficiencyCustomer SupportActive listeningZoomSlackMicrosoft TeamsMicrosoft OfficeGoogle WorkspaceRemote Team CollaborationProcess DocumentationData EntryCalendar ManagementCustomer Follow-upAccount SupportBusiness CommunicationConflict ResolutionCRM SystemsCustomer Support
Languages
English (Native or bilingual proficiency)
