To Build, Develop and learn
WM
Looking for a job
Wallace Mumba
@wallacemumba
A customer-focused professional based in Lusaka, Zambia, with 3+ years of experience in retail and customer service at Shoprite Group of Companies.
United States Minor Outlying IslandsWhat I'm looking for
A successful team player, leader and fast leaner
Experience
Work history, roles, and key accomplishments
SH
Current
Customer service specialist
Shoprite
Sep 2022 - Present (3 years 9 months)
I was a customer service specialist
SG
Customer Service Specialist
Shoprite Group
Provided inbound customer support (40–60 inquiries/day) across phone, email, and social channels, maintaining 92% CSAT. Resolved 80–90% of issues on first contact, reduced response time from 2 hours to 30 minutes, and decreased repeat tickets by 18%.
Education
Degrees, certifications, and relevant coursework
HO
HP Life/HP Foundation (online)
Customer Experience (CX) and Data Science
Online courses covering Business Email, Customer Experience (CX) for Business Success, and Data Science and Analytics.
RU
Rockview University
Human Resource Management
2024 - 2027
Studying Human Resource Management from Jan 2024 to Dec 2027.
Atingi.com (online)
Customer Care and Complaint Management
Online training focused on Customer Care and Complaint Management, Fire Safety and Safety Precautions, and Conflict Management and Resolution.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
United States Minor Outlying IslandsAuthorized to work in
ZambiaSalary expectations
60k-100k USD
Job categories
Interested in hiring Wallace ?
You can contact Wallace and 90k+ other talented remote workers on Himalayas.
Message WallaceFind your dream job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
