Open to opportunities

Mercy Mpundu

@mercympundu

Message

Customer service professional with strong call-center and communication expertise.

Zambia

Message

What I'm looking for

I seek a customer-facing role in a collaborative company where I can use my call-center experience, communication skills, and problem-solving to improve customer satisfaction and grow professionally.

I am a self-driven and hardworking customer service professional with several years' experience in telecommunications and call center environments, focused on delivering excellent service and supporting organizational growth.

I have experience as a Call Center Executive handling inbound/outbound calls, upselling, troubleshooting, account reviews, quality compliance, training new staff, and escalating complex issues to back-office teams.

I bring strong communication, problem solving, analytical and organisational skills, proficiency in Microsoft Word, Excel and PowerPoint, and a flexible, team-oriented mindset ready to adapt and take on new challenges.

Experience

Work history, roles, and key accomplishments

Call Center Executive

Ison Xperiences

Managed high volumes of inbound/outbound calls, resolved customer issues, upsold services, trained new staff, and met quantitative quality and sales targets.

Inbound & Outbound Customer Service Troubleshooting Upselling Quality Assurance CRM Training Escalation Management

Call Center Executive

Rapid Loans

Managed mortgage application processing and customer calls, verified applicant data and credit history, and alerted applicants on deadlines, improving application accuracy and throughput.