CHOMBA KUMWENDA
Summary
Dynamic and results-oriented professional with over seven years of experience in social media management, administration, customer service, and sales. Proven expertise in enhancing brand visibility through strategic social media initiatives and fostering collaboration among diverse teams. Skilled in project coordination, data analysis, and stakeholder relationship management, I effectively drive operational efficiency and improve customer satisfaction. With a Master’s degree in Business Administration and a Bachelor’s degree in Library and Information Science and Public Administration, I am adept at managing budgets and ensuring compliance, while mentoring team members to foster a collaborative work culture. My proficiency in Microsoft Office Suite further supports my ability to create impactful presentations and reports, aligning with organizational objectives.
Overview
11
11
years of professional experience
8
8
years of post-secondary education
Work history
Social Media and Admin Officer
Mosi-oa-Tunya Shopping and Recreation Centre
2022.11 - 2025.02
- Implemented a robust social media strategy to enhance brand visibility and engagement, supporting revenue growth.
- Organise media campaigns to increase traffic at the centre.
- Implement media strategies for advertising on channels like radio, print and outdoor media to reach a specific audience.
- Cultivate relationships with stakeholders to foster collaboration, enhance community support through corporate social responsibility, and increase the likelihood of successful campaigns.
- Review and report the impact of trends and campaigns to help aid decision-making for growth and a better approach going forward.
- Oversaw event management to improve participant experiences and strengthen community ties, leading to increased foot traffic and business opportunities.
- Deliver exceptional customer service to build trust and loyalty, enhancing the organization's reputation and encouraging positive word-of-mouth.
- Maintain accurate employee records to ensure compliance and facilitate smooth payroll processing, enhancing employee satisfaction and trust.
- Collaborate with the Payroll Accountant for timely and accurate payroll processing, which is crucial for employee morale and retention.
- Manage petty cash and procurement of office and centre supplies effectively to ensure timely operational support and overall productivity.
- Managed logistics to minimise delays and maximise resource utilisation, contributing to operational efficiency and cost-effectiveness.
- Coordinate meetings by taking accurate minutes and planning logistics, ensuring clear communication and accountability among stakeholders for successful project outcomes.
- Managed and processed tenants' invoices and statements in Pastel to ensure timely and accurate rental payments.
- Ensure organised documentation for easy access to critical information; supporting compliance and protecting sensitive employee data.
- Ensured that all Lease Agreements and other vital documents are signed by relevant parties.
- Ensured all Lease Agreements are taken to the Ministry of Lands for registration.
Community Coordinator
Goal Getter Tribe
2021.09 - 2022.06
- Managed membership operations, overseeing recruitment, on boarding, and database management for Tribe members.
- Managed Goal Getter Tribe Calendar, coordinating membership events, skill development workshops, and meet-ups to foster community engagement.
- Created and shared motivational content that increased member engagement and productivity via Canva and Mailchimp.
- Facilitated communication with members, partners, and stakeholders, resolving inquiries and compiling reports to ensure transparency and support.
- Handled and resolved customer complaints promptly, ensuring high levels of member satisfaction.
- Formulated and implemented strategies to enhance operational effectiveness and efficiency across business units.
- Ensured operational activities adhered to established budgets and timelines.
- Conducted routine operational reviews and audits to maintain preventive measures and assess performance.
- Coordinated the promotion, production, and distribution of Goal Getter merchandise to local and international markets.
- Provided comprehensive support to administrative, financial, and human resource departments.
Sales and Marketing Executive
Rent to Own Africa
2019.06 - 2020.01
- Established and nurtured relationships with potential clients, driving business growth through effective prospecting and client engagement.
- Built strong connections with prospects, recommending tailored solutions to meet their needs and drive sales.
- Supported clients by identifying service enhancement opportunities to drive revenue growth.
- Analysed market trends and sales opportunities to inform strategic decision-making.
- Stayed informed on industry developments and competitor activities to recommend product improvements and new offerings.
- Compiled and analysed customer data using Sales force CRM to generate actionable reports.
- Ensured the delivery of high-quality service by upholding organizational standards and policies.
- Performed additional tasks assigned by management to support organizational objectives.
Customer Service Representative and Pay go Inventory Officer
Rent to Own Africa
2017.05 - 2019.05
- On-boarded new customers, including walk-ins and referrals, ensuring a seamless and efficient experience.
- Conducted inbound and outbound quality calls to manage customer surveys and gather feedback for service enhancement.
- Prepared and analysed weekly and monthly survey reports to drive improvements in customer service.
- Presented management with actionable recommendations from survey analyses to improve customer experience.
- Accurately entered and maintained data within CRM systems (Sales force and Atlas) to ensure data integrity.
- Processed, recorded, and reconciled payments systematically, ensuring precise financial reporting.
- Created customised payment plans for non-performing customers to facilitate timely repayments.
- Supervised distribution and storage of Pay go inventory to ensure optimal resource allocation.
- Developed call memos and questionnaires for marketing initiatives, tracking customer engagement efforts.
Outbound Customer Survey Intern
Zoona Zambia
2017.01 - 2017.04
- Gathered and documented survey data via telephone calls, ensuring accuracy and quality of information.
- Managed data entry processes to maintain high standards of detail and accuracy in survey results.
- Led daily briefings to align team on targets and survey insights.
- Clarified directives from Head of Customer Insights to team members, enhancing understanding of objectives.
- Coordinated team workflow to facilitate timely completion of survey tasks.
Administration Officer, Marketing, and Travel Consultant
Luye Travel and Tours
2016.01 - 2017.01
- Facilitated statutory payments, including P.A.Y.E. and NAPSA, ensuring compliance with regulatory requirements.
- Prepared invoices for clients in accordance with Service Level Agreements, ensuring accurate billing.
- Managed team workflow to enhance productivity and operational efficiency.
- Generated reports on petty cash and cash flow forecasts, facilitating informed financial oversight.
- Compiled weekly and monthly sales reports, providing insights to assess and inform business performance.
- Documented call memos on customer marketing activities, enhancing tracking of outreach efforts.
Records Management Assistant
The University of Zambia
2014.01 - 2015.01
- Organised and classified records, ensuring compliance with university record management protocols for effective retrieval and management.
- Collaborated with Records Manager, providing insights for system enhancements that improved user experience and record accessibility.
- Entered data into record registers, maintaining comprehensive documentation to support accurate record-keeping.
Education
Master of Business Administration -
Dr. D. Y. Patil Vidyapeeth, Pune (DPU)
2021.01 - 2023.01
Bachelor of Arts degree - Library and Information Science and Public Administration
University of Zambia
2011.01 - 2017.01
General certificate of Education - undefined
Mpunde Girls Secondary School
Skills
- Social media strategy
- Data analysis
- Project Management
- Project coordination
- Microsoft Office proficiency
- Invoicing and billing
- Invoice processing
- Customer service excellence
- Client relations
- Effective communication
- Written correspondence
- Communication proficiency
- Workplace relationship building
- Stakeholder engagement
- Team leadership
- Task management
- Financial management
- Travel arrangements
- Invoice processing
- Project Management
References
- Davison, Kafuli, Mr., +260962310031, Prospero Zambia
- Edward, Bwalya, accounts1@mosioatunyarshopnrec.africa, +260977442509, Mosi-oa-Tunya Shopping and Recreation
- Kabwe, Kafula, kabwekafula@rtoafrica.com, +260968280748, Rent to Own, Customer Care Lead
- Tafadzwa, Bete Sasa, Director, tafadzwa@goalgettertribe.com, tafabete@gmail.com, +260978209408, Goal Getter Tribe
Timeline
Social Media and Admin Officer
Mosi-oa-Tunya Shopping and Recreation Centre
2022.11 - 2025.02
Community Coordinator
Goal Getter Tribe
2021.09 - 2022.06
Master of Business Administration -
Dr. D. Y. Patil Vidyapeeth, Pune (DPU)
2021.01 - 2023.01
Sales and Marketing Executive
Rent to Own Africa
2019.06 - 2020.01
Customer Service Representative and Pay go Inventory Officer
Rent to Own Africa
2017.05 - 2019.05
Outbound Customer Survey Intern
Zoona Zambia
2017.01 - 2017.04
Administration Officer, Marketing, and Travel Consultant
Luye Travel and Tours
2016.01 - 2017.01
Records Management Assistant
The University of Zambia
2014.01 - 2015.01
Bachelor of Arts degree - Library and Information Science and Public Administration
University of Zambia
2011.01 - 2017.01
General certificate of Education - undefined
Mpunde Girls Secondary School