mwaka mudolo
@mwakamudolo
I resolve customer transaction issues and strengthen call centre operations.
ZambiaWhat I'm looking for
At Kazang Zambia Limited, I support call centre operations by resolving customer queries, managing merchant transaction issues, escalating reversals, and tracking pending cases to meet service-level timelines.
Previously, at Mushota & Associates Legal Practitioners, I managed legal documentation, office administration, client communication, court schedules, invoicing, and case-preparation research. I bring accurate reporting, spreadsheet management, quality assurance, and coaching skills while pursuing an MBA.
Experience
Work history, roles, and key accomplishments
Call Centre Agent
Kazang Zambia Limited
Jan 2023 - Present (3 years 8 months)
Assists the call centre team in handling customer queries, processing escalations, and supporting merchant transactions. Monitors spreadsheets, compiles reports, and coaches agents to improve customer satisfaction.
Education
Degrees, certifications, and relevant coursework
Copperbelt University
Master of Business Administration, Business Administration
Currently pursuing a Master of Business Administration (General) at Copperbelt University, expected to complete in 2026.
University of Zambia
Bachelor of Arts, Education
Earned a Bachelor of Arts with Education from the University of Zambia in 2017.
University of Zambia
Certificate, Psychosocial Counselling
Completed a Certificate in Psychosocial Counselling at the University of Zambia in 2016.
University of Zambia
Certificate, Research Methods and Data Analysis
Completed a Certificate in Research Methods & Data Analysis (SPSS & Excel) at the University of Zambia in 2016.
University of Zambia
Certificate, Monitoring and Evaluation
Completed a Certificate in Monitoring and Evaluation at the University of Zambia in 2016.
Angelina Tembo Girls Secondary School
Grade 12 Certificate, General
Completed Grade 12 at Angelina Tembo Girls Secondary School in 2011.
Tech stack
Software and tools used professionally
Availability
Location
ZambiaAuthorized to work in
Salary expectations
Job categories
Skills
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