Deborah Kalenga
Dubai,UAE
Summary
Accomplished professional with expertise in communication management, multi-tasking capability, and complaint resolution. Demonstrated proficiency in document control systems, ensuring efficient and accurate documentation processes. Adept at managing multiple responsibilities simultaneously while maintaining high standards of quality and performance. Committed to leveraging skills to contribute effectively to organisational success and continuous improvement.
Overview
9
9
years of professional experience
7
7
years of post-secondary education
Work history
Office Administrator
Alliad DMCC Company formerly GCC Services
Dubai
2024.07 - Current
- Manages daily scheduling to facilitate organised operations.
- Handles sensitive information discreetly, adhering strictly to confidentiality protocols at all times.
- Maintains clean and organised workspace through regular upkeep activities.
- Coordinates logistics for special events, resulting in successful company functions.
- Complete data entry tasks accurately, ensuring error-free records were maintained.
- Organises travel arrangements, facilitating stress-free business trips for staff members.
- Oversees invoicing and billing tasks, maintaining financial transparency in the office.
Back Office Executive
Richemont - Cartier Brand
Dubai
2021.12 - 2025.11
- Responded to staff issues to provide immediate resolution and improve retention
- 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
- Managed of all financial aspects of omnichannel orders for the boutique
Customer Service (Call Center Executive)
Zambia Telecommunication Company (ZAMTEL)
Lusaka
2018.04 - 2025.11
- Management of inbound and outbound call with a target of 300 calls a day
- Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
- Seize opportunities to upsell products when they arise
- Build sustainable relationships and engage customers by taking the extra mile
Sales Associate
Sterns Zambia
Lusaka
2024.01 - 2025.07
- Built relationships with customers to encourage repeat business
- Managed 20 returns, exchanges and refunds in accordance with store policy
- Engaged with customers to build rapport and loyalty
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment
Client Service Associate (promotion)
Richemont - Cartier Brand
Dubai
2022.11 - 2023.12
- Providing ongoing training to Client Service assistants on CS programs and handling, creating, and closing orders
- Managed high-volume 80% to 90% customer queries simultaneously through effective multitasking
- Offered detailed advice on product and service benefits
- Adhered strictly to policies and procedures for company compliance
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed
- Achieved 100% monthly sales targets, consistently by implementing effective sales strategies and maintaining high level of product knowledge
Sales and Marketing Representative
Neelkanth Sarovar Premier
Lusaka
2018.11 - 2020.03
- Followed through with leads to close sales over phone, in office and during external consumer engagements
- Developed customized sales presentations for key clients, resulting in increased business partnerships
- Consistently met or exceeded monthly quotas by adopting a proactive approach to lead generation, relationship management, and closing deals
- Boosted sales revenue by implementing effective marketing strategies and building strong client relationships
Customer Relations Executive
Pearl of Health Hospital
Lusaka
2017.03 - 2018.02
- Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics
- Partnered with sales teams to provide critical insights into customer needs that led to increased upselling opportunities and further revenue generation
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution
Education
MBA - Global Leadership and management
Swiss School of Management
Switzerland 2023.02 - 2024.10
Bachelor of Science - Hospitality management
Zambia Institute For Tourism & Hospitality Studies
Lusaka, Zambia 2012.04 - 2017.12
Skills
- Communication management
- Multi-Tasking capability
- Complaint resolution capability
- Document control systems
Languages
English
Timeline
Office Administrator
Alliad DMCC Company formerly GCC Services
2024.07 - Current
Sales Associate
Sterns Zambia
2024.01 - 2025.07
MBA - Global Leadership and management
Swiss School of Management
2023.02 - 2024.10
Client Service Associate (promotion)
Richemont - Cartier Brand
2022.11 - 2023.12
Back Office Executive
Richemont - Cartier Brand
2021.12 - 2025.11
Sales and Marketing Representative
Neelkanth Sarovar Premier
2018.11 - 2020.03
Customer Service (Call Center Executive)
Zambia Telecommunication Company (ZAMTEL)
2018.04 - 2025.11
Customer Relations Executive
Pearl of Health Hospital
2017.03 - 2018.02
Bachelor of Science - Hospitality management
Zambia Institute For Tourism & Hospitality Studies
2012.04 - 2017.12