Landi Kapambwe
Lusaka
Summary
I have built a diverse career spanning quality analysis, account management, communications, customer service, telesales, and procurement. My experience includes ensuring service excellence through performance monitoring, data-driven insights, and process improvements, as well as successfully managing client portfolios and delivering impactful campaigns. Earlier roles in telesales and customer service strengthened my customer engagement and problem-solving skills, while my background in procurement and supply management provided strong organizational and negotiation capabilities. This professional journey has equipped me with a well-rounded skill set that blends analytical thinking, client relationship management, and operational efficiency.
Overview
15
15
years of professional experience
Work History
Quality Analyst
Engie Energy Access Zambia
- Current
- Participate in calibration sessions to maintain consistency in quality evaluations.
- Support training initiatives by highlighting performance trends and recommending targeted skill-building interventions.
- Monitor and evaluate agent and dealer performance to ensure compliance with company standards and procedures.
- Conduct quality checks and audits on customer interactions and operational processes to identify gaps and areas for improvement.
- Provide constructive feedback and coaching to sales agents and dealers to improve service delivery and adherence to guidelines.
Communications Specialist & Account Manager
Stimuli PR
02.2025 - 09.2025
- Developed and executed strategic communication campaigns to enhance brand awareness and public engagement.
- Managed key client accounts, ensuring excellent service delivery and satisfaction.
- Corporate event management and coordination.
- Established and maintained relationships with media, stakeholders, and clients.
- Analyzed and reported on campaign effectiveness to optimize future strategies.
Telesales Executive
Apollo Agriculture Zambia
08.2024 - 02.2025
- Presented product offerings persuasively during phone conversations, leading to notable increase in conversion rates.
- Cold-called customers from assigned contact lists to build new business.
- Answered customer inquiries with excellent customer service skills.
- Established positive customer rapport using multiple communication channels.
- Maintained excellent time management skills to meet sales volumes within agreed timescales.
- Engaged clients with sales opportunities to secure valuable transactions.
Customer Service Executive
iSON Experiences Ltd
08.2023 - 07.2024
- Fielded incoming calls and messages from clients, addressing complaints to contact centre policies.
- Documented customer contacts in the 3CX CRM system for use in further interactions or actions.
- Handled customer complaints tactfully, restoring faith in services provided.
- Assessed complex insurance documents, ensuring clarity and transparency for clients.
- Prepared thorough reports by analysing client data.
- Recommended suitable insurance products for individual needs.
- Maintained up-to-date knowledge of industry regulations, safeguarding company reputation.
Front Office Supervisor
Oslo Hotel Zambia
04.2022 - 07.2023
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Handled billing information over phone.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Resolved various issues and discrepancies for customers.
- Assisted with onboarding new staff members, providing orientation housekeeping training and support.
Commodity Inspector
Collateral Management International
08.2016 - 06.2019
- Filed physical and digital documents, prioritizing accessibility and data accuracy.
- Monitored stock to maintain consistent supply for inventory.
- Received, dispatched and processed stock using inventory management system.
- Maintained strong working relationships with suppliers and vendors to obtain favorable contract terms.
- Staff management.
Intern Procurement and Supplies Assistant
Ministry of Home Affairs
09.2015 - 06.2016
- Supplier Registration and Sourcing.
- Participated in Tendering selection.
- Participated in training and seminars to enhance skills and promote growth.
- Delivered exceptional administrative support to senior executives during peak business periods.
- Drafted outgoing correspondence in appropriate tone and style.
- Made travel arrangements for executives and managers and documented travel details in memos for prompt distribution.
- Monitored stock to maintain consistent supply for stationery inventory.
Intern Purchasing and Supplies Assistant
Levy Mwanawasa General Hospital
12.2013 - 07.2014
- Supplier Sourcing and Registration.
- Tender Evaluation and Preparation.
- Maintained orderly files with updated, easily accessible information for staff.
- Filed physical and digital documents, prioritizing accessibility and data accuracy.
- Monitored stock to maintain consistent supply for inventory.
- Sourced and distributed Hospital supplies ordered by users in demand to meet departmental needs.
Stock Controller/Receptionist
Vortex Refrigeration Co. Ltd
02.2011 - 07.2012
- Inspected stock shipments to verify quantities, quality and destination information.
- Clerical administrative duties.
- Monitored stock movement, swiftly addressing any discrepancies or issues identified.
- Reconciled stock counts for complete inventory records.
- Investigated missing items, discrepancies and losses.
- Spearheaded cross-functional meetings between logistics, technical and sales departments for better alignment of strategies concerning stock control.
Education
Diploma -
Chartered Institute of Purchasing And Supply
11.2010
High School Diploma - GCE
Munali Girls High School
11.2006
Skills
- Quality Analyst
- Communications Specialist
- Account Manager
- Virtual Assistant
- CRM
- Negotiation
- Microsoft Office
- Procurement
- Inventory Management
LANGUAGES
Bemba
Nyanja
Tonga
Timeline
Communications Specialist & Account Manager
Stimuli PR
02.2025 - 09.2025
Telesales Executive
Apollo Agriculture Zambia
08.2024 - 02.2025
Customer Service Executive
iSON Experiences Ltd
08.2023 - 07.2024
Front Office Supervisor
Oslo Hotel Zambia
04.2022 - 07.2023
Commodity Inspector
Collateral Management International
08.2016 - 06.2019
Intern Procurement and Supplies Assistant
Ministry of Home Affairs
09.2015 - 06.2016
Intern Purchasing and Supplies Assistant
Levy Mwanawasa General Hospital
12.2013 - 07.2014
Stock Controller/Receptionist
Vortex Refrigeration Co. Ltd
02.2011 - 07.2012
Quality Analyst
Engie Energy Access Zambia
- Current
High School Diploma - GCE
Munali Girls High School
Diploma -
Chartered Institute of Purchasing And Supply
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