Open to opportunities

Dalitso Khozapi

@dalitsokhozapi1

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Customer-focused marketing professional skilled in CRM, digital campaigns, and customer service excellence.

Malawi

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What I'm looking for

I seek a customer-centric marketing or CRM role where I can drive retention and acquisition using digital campaigns, CRM tools, and excellent customer communication.

I am a customer-focused marketing professional with strong experience in CRM-driven customer service, digital promotions, and customer acquisition. I have a track record of resolving customer issues quickly, improving retention, and supporting marketing campaigns across email, SMS, social media and online ads.

I hold professional qualifications from the Chartered Institute of Marketing (CIM) and a Bachelor of Education, and I bring disciplined organization, strong communication, and a results-driven mindset to roles that require empathy, problem solving and multi-tasking under pressure.

Experience

Work history, roles, and key accomplishments

Customer Service Officer

Central Region Water Board

Jan 2022 - Dec 2024 (2 years 11 months)

Managed online customer inquiries and CRM processes, cleared backlog of unresolved issues within a month and reduced inactive customers to under 3%. Promoted services, conducted online market research, and performed targeted customer follow-ups.

Customer Service CRM Email Marketing Online Research Customer Retention Social Media

Customer Care Officer

Medical Aid Society of Malawi

Jan 2019 - Dec 2021 (2 years 11 months)

Handled customer inquiries across phone, email and social media, processed claims and directed customers to appropriate departments, contributing to a 25% increase in market share through acquisition campaigns in 2021.

Customer Support Claims Processing Email Campaigns SMS Marketing Social Media Support Customer Acquisition Google Ads

Education

Degrees, certifications, and relevant coursework

Chartered Institute of Marketing (CIM)

Professional Postgraduate Diploma in Marketing, Marketing

2011 - 2018

Activities and societies: Also holds Professional Diploma (2015) and Professional Certificate (2011) from CIM.

Completed a sequence of professional marketing qualifications (Certificate 2011, Diploma 2015, Postgraduate Diploma 2018) administered by the Chartered Institute of Marketing.