Open to opportunities

Mwansa Valerie Nkandu

@mwansavalerienkandu

Message

Customer Service Advisor focused on empathetic support, travel operations, and process improvement.

Malaysia

Message

What I'm looking for

I’m looking for a customer-focused role where I can handle inbound support, collaborate cross-functionally, document solutions, and improve help-center content—while continuing to grow in travel and operations in a fast-paced environment.

I’m a motivated Tourism Management graduate with a strong foundation in customer service, tour operations, and administrative support. I enjoy creating exceptional travel experiences while helping teams deliver reliable, professional support.

In my current role as an Advisor 1 Customer Service, I address and resolve inbound customer support inquiries with empathetic, professional communication. I collaborate with cross-functional teams to ensure customer satisfaction, document solutions into the knowledge base, and look for opportunities to improve help center content and best practices.

Previously, I supported call centre and administration operations by responding to inquiries via telephone and email, handling filing, data entry, and document management, and helping with admissions and student services. I also contributed to report preparation by maintaining accurate records and logs.

My travel experience includes working as a Tour Consultant and Reservations Consultant, where I developed customized travel packages, handled bookings, and assisted with itinerary planning and travel documentation. I’m comfortable working under pressure, prioritizing effectively, and upholding integrity, compliance, and company core values in every interaction.

Experience

Work history, roles, and key accomplishments

Advisor 1 Customer Service

Concentrix CVG Malaysia Sdn Bhd

May 2025 - May 2026 (1 year)

Addressed and resolved inbound customer support inquiries while collaborating with cross-functional teams to ensure customer satisfaction. Documented solutions for a knowledge base and supported help center improvements while following compliance and company values.

Inbound Customer Support Customer Service Cross Functional Collaboration Knowledge Base Help Center Improvements Problem Solving Prioritization Compliance

Call Center & Admin Assistant

National Institute of Technology

Nov 2019 - May 2020 (6 months)

Provided customer service by responding to inquiries via telephone and email. Completed administrative support tasks including filing, data entry, document management, and support for admissions and student services.

Customer Support Email Support Administrative Support Filing Data Entry Document Management Admissions Support Record keeping Report Preparation Marketing Outreach Internal Communications

Tour Consultant

China Travel Agency

Jan 2017 - Jan 2018 (1 year)

Developed and sold customized travel packages for individuals and groups. Provided travel advice and quotations, handled bookings using Travelport Galileo, and supported itinerary planning and travel documentation.

Tour Package Design Quotations itinerary planning Travel Documentation Supplier Coordination Customer Service

Employee Survey & Test Assistant

Zambian Breweries Plc

Jul 2014 - Oct 2014 (3 months)

Conducted employee surveys and collected feedback for analysis. Assisted with performance testing of new machinery on-site by documenting machine efficiency and maintaining detailed testing logs and reports for HR and technical teams.

Employee Feedback Feedback Collection Performance Testing Machinery Testing Support Machine Efficiency Documentation Reporting Test Process Logs Record keeping HR Support

Receptionist / Travel Consultant

Voyagers Zambia

Aug 2011 - Sep 2011 (1 month)

Managed front desk operations including answering and redirecting calls and handling walk-in inquiries. Supported travel bookings by making hotel and flight reservations, processing payments, and maintaining filing systems and updated customer records.

Front Desk Operations Call Handling Hotel Reservations Flight Reservation Walk In Customer Inquiries Payment Processing Booking Support Customer Service

Reservations Consultant

Proflight Zambia

May 2011 - Jul 2011 (2 months)

Handled customer calls for flight bookings and ticketing. Managed reservation documentation, resolved booking issues, provided travel information and schedule updates, and supported daily reporting.

Flight Reservation Ticketing Support Booking Issue Resolution Travel Information Updates Filing Reservation Summaries

Education

Degrees, certifications, and relevant coursework

Namibia University of Science and Technology

Bachelor’s Degree in Tourism Management, Tourism Management

2015 - 2018

Earned a Bachelor’s Degree in Tourism Management at Namibia University of Science and Technology. Completed a Certificate in Travelport Galileo in 2017 during the program.