Open to opportunities

Grace Kalebi

@gracekalebi

Message

I lead customer engagement teams and improve follow-up outcomes across calls, WhatsApp, and SMS.

Zambia

Message

What I'm looking for

I'm looking for a customer engagement or support leadership role where I can lead follow-up communication, coach teams, maintain strong customer relationships, and use digital tools to improve service outcomes.

At Christ Embassy (Loveworld Inc.), I supervised a 10–15-member team delivering daily customer/contact outreach and follow-up across phone calls, WhatsApp, and SMS.

I personally handled 50–80 outbound calls per session, maintained accurate contact records, and used structured follow-up communication to increase engagement and attendance by 30%.

I trained and coached team members on call handling, written communication, follow-up procedures, and customer engagement standards. I also monitored daily targets and compiled activity reports covering contacts reached, completed follow-ups, and outcomes.

Currently, I support customer service, sales transactions, record-keeping, supplier liaison, and inventory tracking at Megrafama MedPlus Health Shop.

Experience

Work history, roles, and key accomplishments

Current

Sales Associate

Current

Megrafama MedPlus Health Shop

Mar 2026 - Present (5 months)

Support day-to-day retail and administrative operations, including customer service, sales transactions, and record-keeping. Liaise with suppliers and manage inventory tracking.

Customer Service Sales Inventory Management Record keeping

Call Centre Manager / Team Supervisor

Christ Embassy (Loveworld Inc.)

Jan 2020 - Jan 2026 (6 years)

Supervised a 10-15 member team handling customer outreach via phone, WhatsApp, and SMS. Personally handled 50-80 outbound calls per session and achieved a 30% increase in engagement through structured follow-up.