Open to opportunities

Kondwani Kody Masona

@kondwanikodymasona

Message

I streamline remote administrative operations, CRM records, client onboarding, and customer support for growing teams.

Zambia

Message

What I'm looking for

I'm looking for immediate remote work supporting clients and distributed teams with administrative operations, CRM management, onboarding, customer communication, and organized project coordination.

I've supported MTN Zambia, God Works Creative Media, MTN Eswatini, and pharmacy operations through remote administration, customer relationship management, onboarding, and client communication. At MTN Zambia, I managed calendars, inboxes, travel, meetings, and Salesforce records for 500+ client accounts while reducing scheduling conflicts by 40%.

I bring 7+ years of experience with Google Workspace, Microsoft Office, Salesforce, HubSpot, Notion, Trello, Slack, Canva, and Zapier. I've also created training and knowledge-base materials for 1,000+ remote agents, reduced handling time by 25%, and provide reliable support across distributed teams.

Experience

Work history, roles, and key accomplishments

Virtual Assistant / Customer Relationship Associate

MTN Zambia

Jan 2023 - Jan 2025 (2 years)

Provided administrative and operational support managing email inboxes, calendars, and travel and meeting bookings for 15+ accounts, cutting scheduling conflicts by 40 percent with zero missed follow-ups. Maintained accurate Salesforce CRM records for 500+ client accounts and prepared weekly performance reports for senior stakeholders.

Remote Admin and Customer Support Agent

God Works Creative Media

Jan 2020 - Jan 2022 (2 years)

Provided full virtual assistant services including scheduling, candidate and client onboarding, data entry, digital filing, and query resolution. Managed emails, documents, and social media content scheduling, supporting business development and marketing tasks while maintaining brand voice.

Virtual Assistant Scheduling Onboarding Data Entry Digital Filing Query Resolution Email Management Document Management Social Media Scheduling Business Development Marketing Support Brand Voice Google Workspace Microsoft Office Notion Trello Slack Canva Zapier

Customer Service Agent and Trainer

MTN Eswatini

Jan 2019 - Jan 2020 (1 year)

Designed onboarding training for 1,000+ remote agents and authored SOPs, FAQs, and knowledge base materials, reducing average handling time by 25 percent. Managed 200+ daily queries for MTN Mobile Money digital onboarding campaigns, maintaining accurate records and exceeding all KPIs.

Training Onboarding SOP Development FAQ Authoring Knowledge Base Management Customer Service Query Management Mobile Money Digital Onboarding KPI Achievement Record keeping Google Workspace Microsoft Office Ticketing Systems

Administrative Support Intern

Alpha Pharm / Rex Pharmacy

Jan 2014 - Jan 2017 (3 years)

Administered invoicing, data entry, medical aid documentation, and appointment scheduling with strict confidentiality. Coordinated rollout of a WhatsApp based ordering system, expanding service reach beyond the physical location.