Lyliosa Zambezi
@lyliosazambezi
I bridge information systems, data analytics, and customer experience to resolve issues and improve customer outcomes.
ZimbabweWhat I'm looking for
At OmniContact International, I manage high-volume customer communications, analyze client data, resolve platform issues, and report call patterns to help reduce business risks. I also maintain accurate customer records, identify sales opportunities, and build client trust through clear follow-up.
My experience spans customer operations, data management, service desk support, and enterprise software workflows across telecoms, government, and IT in Zimbabwe and South Africa. I've migrated manual records into structured Excel databases, configured SAP workflows, and bring a BCom Honours background in Information Systems and Technology alongside CICM customer experience certification.
Experience
Work history, roles, and key accomplishments
· Manage busy communication channels to resolve customer questions, complaints, and platform issues professionally while maintaining high satisfaction rates.
· Analyze client data to understand customer needs, recommend relevant solutions, and promote additional products to drive sales.
· Track and document patterns in customer calls to identify common issues and provide st
Provided hairstyling services to clients, building a loyal customer base through quality service.
Supervised examinations and ensured compliance with testing protocols.
Student Intern
Mar 2023 - Dec 2023 (9 months)
· Coordinated daily service desk operations, troubleshooting network connectivity faults and utilizing digital communication platforms for multi-departmental coordination.
· Configured and managed enterprise software platforms (SAP) to set up secure operational workflows and navigate interface reporting features.
Student Intern
Ministry of Information Communication Technology Postal Cour
Mar 2023 - Dec 2023 (9 months)
Coordinated daily service desk operations, troubleshooting network connectivity faults and utilizing digital communication platforms for multi-departmental coordination. Configured and managed enterprise software platforms (SAP) to set up secure operational workflows and navigate interface reporting features.
Migrated and managed high volumes of manual records into structured digital Excel databases, directly improving data retrieval accuracy by 5%.
Data Clerk
YAI
Mar 2017 - Nov 2022 (5 years 8 months)
Migrated and managed high volumes of manual records into structured digital Excel databases, directly improving data retrieval accuracy by 5%.
Taught geography to students, developing lesson plans and assessing student progress.
Education
Degrees, certifications, and relevant coursework
Chartered Institute of Customer Management (CICM)
Certification in Customer Experience Management
Midlands State University
Masters Degree in Information Systems Management
Midlands State University
Bachelor of Commerce - BCom Honours, Information systems and technology
2022 - 2025
Present
Harare polytechnic college
Higher National Certificate , Information communication and technology
2021 - 2022
Midlands State University
Master of Science, Information Systems Management
Pursuing a Master's degree in Information Systems Management.
Midlands State University
Bachelor of Commerce, Information Systems and Technology
2022 - 2025
Completed a Bachelor of Commerce Honours degree in Information Systems and Technology.
Chartered Institute of Customer Management (CICM)
Certification, Customer Experience Management
Certification in Customer Experience Management.
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
Salary expectations
Job categories
Skills
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