Paola Amari Mwamba

Monitored and evaluated 100+ customer interactions weekly, implemented process improvements and coaching that reduced error rates by 12% and increased customer satisfaction; led nesting QA for 4 new-hire groups achieving 90–100% production pass rates.

Coordinated patient appointment scheduling ensuring time efficiency and accuracy while handling confidential patient information in compliance with data protection protocols with zero data breaches.

Provided frontline technical support for fibre-to-the-home customers, resolving 80% of issues on first contact and improving ticket resolution turnaround through efficient troubleshooting and escalation.

Handled inbound and outbound calls promoting subscription services, consistently exceeding sales targets and achieving top-tier customer feedback through persuasive communication.

Managed client accounts to ensure service delivery met expectations and strengthened customer relationships through proactive support and issue resolution.

Conducted outreach and qualified leads to drive B2B sales funnel growth, delivering product presentations and supporting pipeline development.

Created and managed online campaigns that boosted engagement and conversions, and reported on digital analytics to optimize campaign performance.

Provided exceptional customer service in a fast-paced retail environment, supported sales growth and assisted with inventory control and visual merchandising.

Responded to client queries, assisted with transactions and product inquiries to maintain client satisfaction and service standards.

Provided administrative support to a financial advisor, scheduling meetings and organizing documentation to streamline advisor workflows.

Completed a Higher Certificate pass at Kensington High School, graduating in 2017.