Deborah Kalenga
Dubai
Summary
Highly motivated Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased revenue, improving buying experience and elevating company profile with targeted markets. Consistently recognized for sales performance and excellence in customer service.
Overview
10
10
years of professional experience
Work History
Client Service and Sales Associate
Cartier
11.2022 - 12.2023
- Providing ongoing training to Client Service assistants on CS programs and handling, creating, and closing orders.
- Registered and updated accurate customer information on database.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Established positive relationships with clients by going extra mile to build rapport.
- Offered detailed advice on product and service benefits.
- Adhered strictly to policies and procedures for continued company compliance.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
Back Office Executive Admin
Cartier
12.2021 - 11.2022
- Managed of all financial aspects of omnichannel orders for the boutique
- Controlled the accuracy before payment (product reference, price, discount if applicable) and after payment (amount, signature, approval)
- Maintained filing systems to organize operations and administration records.
- Organized complex documents using office technology and software applications.
- Responded to customer issues to provide immediate resolution and improve retention.
- Created spreadsheets in Microsoft Excel for record-keeping and reporting.
- Kept office equipment functional and supplies well-stocked to promote efficient operations.
- Oversaw staff correspondence, record tracking and data communications, resulting in improved automation of office operations.
- Reduced financial discrepancies by accurately analyzing and managing customer orders and invoices for various Fortune 500 companies.
Hostess
Neelkanth Sarovar Premiere
09.2019 - 03.2020
- Maintained a guest satisfaction score of 95% by warmly welcoming and greeting guests upon arrival and providing personalized service throughout their dining experience
- Successfully reduced customer wait times by 20% through efficient reservation management and proactive monitoring of waiting lists
- Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
- Cultivated a welcoming and inclusive atmosphere for guests from various cultural backgrounds, earning praise from European guests for the hotel's commitment to cultural sensitivity and personalized service
- Contributed to a seamless and efficient dining experience by coordinating with wait staff, resulting in a 15% improvement in overall dining service efficiency.
- Scheduled reservations and notified servers and managers of large groups to prepare seating in advance.
- Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests.
- Tracked seated guests and available seating using computer-based and mobile reservation software.
Customer Service Representative
Zambia Telecommunication Company Limited
04.2019 - 09.2019
- Achieved a 95% customer satisfaction rating by providing prompt and effective solutions to inbound callers' problems and complaints
- Consistently met and exceeded monthly performance objectives, ensuring high call quality, attendance, and punctuality
- Successfully upsold products and services to customers, resulting in a 20% increase in revenue generation
- Streamlined order processing procedures, reducing processing time by 30% and improving overall customer experience
- Conducted technical troubleshooting and root cause analysis to resolve customer queries, reducing escalations by 25%.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Mentored new employees on procedures and policies to maximize team performance.
Client Relationship Executive
Pearl Of Health Hospital
09.2018 - 04.2019
- Strengthened client relationships by proactively addressing concerns and providing timely solutions.
- Boosted customer retention rates by maintaining open communication channels and promptly resolving issues.
- Developed new business opportunities with strategic partnerships to expand the company''s client base.
- Increased revenue by identifying upsell opportunities and presenting additional product offerings to clients.
- Coordinated cross-functional teams for successful project delivery, ensuring consistent client satisfaction and repeat business.
- Facilitated regular meetings with key stakeholders to address any potential roadblocks or challenges in the relationship.
Assistant Cultural Officer
Ministry of Tourism Provincial Administration Office of Zambia
06.2018 - 09.2018
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Developed and implemented strategic plans to meet organizational goals, ensuring alignment with the ministry's objectives.
- Managed budgets effectively, prioritizing resource allocation for maximum impact on departmental goals.
- Promote and implement bilateral and multilateral cooperation in culture;
- Collaborate with local stakeholders on culture matters;
- Provide entertainment at state and public functions;
- Facilitate the production, distribution, broadcasting and preservation of cultural information;
- Facilitate training in culture;
- Facilitate and promote research in culture;
- Mainstream culture in tourism; and
- Monitor and evaluate cultural programmes and projects.
Front Office Intern
National Assembly of Zambia Member's Motel
07.2013 - 09.2013
- Implemented an organized filing system for fiscal records, improving accessibility and reducing retrieval time by 25%
- Assisted in coordinating and successfully managing a high-profile event, hosting 300+ attendees, showcasing strong organizational and communication skills
- Collaborated with the team to optimize reservation processes, resulting in a 15% increase in reservation accuracy and customer satisfaction
- Assisted in managing up to 45 fiscal records daily, ensuring accurate and up-to-date financial data for efficient budget monitoring and reporting
- Supported reservations operations by attending to incoming calls, processing reservations, and checking Tour operator's contracts for accuracy and completeness.
Education
MBA - Global Leadership And Management
Swiss School of Management (Learners University)
United Arab Emirates 02.2023 -
University - Exchange Program - Hospitality Management
Institute For Tourism (ITF)
Macau08.2017
Bachelor of Science - Hospitality Management
Zambia Institute For Tourism And Hospitality
Zambia12.2015
Senior High School Certificate - High School
Luanshya Central High School
Zambia01.2009
Skills
- Excellent Interpersonal skills
- Health and Safety Compliance
- Leadership and team building
- Financial skills
- Sales Strategies
- Customer Service and Relation Management
- Crisis Management:
- Project management
- Excellent Negotiating skills
- Complaint resolution
- Creative problem-solving skills
- Excellent telephone etiquette
- Excellent written and oral communication
- Account Management
- Customer Needs Assessment
- Client Account Management
- Upselling
Timeline
MBA - Global Leadership And Management
Swiss School of Management (Learners University)
02.2023 -
Client Service and Sales Associate
Cartier
11.2022 - 12.2023
Back Office Executive Admin
Cartier
12.2021 - 11.2022
Hostess
Neelkanth Sarovar Premiere
09.2019 - 03.2020
Customer Service Representative
Zambia Telecommunication Company Limited
04.2019 - 09.2019
Client Relationship Executive
Pearl Of Health Hospital
09.2018 - 04.2019
Assistant Cultural Officer
Ministry of Tourism Provincial Administration Office of Zambia
06.2018 - 09.2018
Front Office Intern
National Assembly of Zambia Member's Motel
07.2013 - 09.2013
University - Exchange Program - Hospitality Management
Institute For Tourism (ITF)
Bachelor of Science - Hospitality Management
Zambia Institute For Tourism And Hospitality
Senior High School Certificate - High School
Luanshya Central High School
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