Reagan Mukuka
Operations And Supply Chain
Kamwala South
Summary
Customer experience professional with robust expertise in enhancing client satisfaction and loyalty. Proven ability to develop and implement strategies that improve overall customer interactions and operational efficiency. Strong collaborator known for driving team success and adapting to evolving business needs. Skilled in problem-solving, communication, and relationship management, ensuring positive customer outcomes and consistent results.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
6
6
Certifications
Work History
Customer Experience Executive
Liquid Telecommunications
07.2019 - Current
- Providing personalized assistance to customers through live chat and social media platforms, maintaining a customer satisfaction rating of 95%.
- Handling over 50 calls daily, maintaining a high customer satisfaction rate of 95%.
- Assisting customers in navigating online platforms, troubleshooting technical issues, and guiding them through self-service options.
- Assisting customers in troubleshooting technical issues, resulting in a 20% decrease in escalations to the technical support team.
- Implemented process improvements that reduced average call handling time by 10%, boosting team efficiency.
- Developing and delivering product training sessions to new customer service hires, ensuring a smooth onboarding process.
Inventory Control Officer
Arkay Plastics (Z) Limited
05.2017 - 06.2019
- Managed the integration of a new ERP system, streamlining inventory operations and reducing order processing time by 40%.
- Managed and improved inventory accuracy across a network of warehouses, leading to an 80% reduction in stock discrepancies
- Conducted regular stock audits and reconcile discrepancies to ensure accuracy.
- Conducted in-depth analysis of slow-moving stock, devising a clearance strategy that increased cash flow by 25%.
- Enhanced warehouse layout and optimized storage solutions, boosting picking efficiency by 40%.
Assistant Operations Officer
Reliant Mining & Construction Limited
03.2013 - 03.2016
- Successfully implemented process improvements that resulted in a 10% reduction in operational costs
- Developed and managed operational budgets, ensuring accuracy and efficiency
- Led cross-functional teams to coordinate and execute operational projects on time and within budget
- Streamlined operational processes, resulting in improved customer satisfaction and increased revenue.
- Assisted in developing and implementing standard operating procedures (SOP’s) to improve operational efficiency.
Education
Bachelor of Science - Production & Operations Management
The Copperbelt University
Kitwe 04.2007 - 01.2011
GED -
Twashuka High School
Luanshya 04.2003 - 01.2005
Skills
- Operations Management
- Inventory Management
- Stock control
- Warehouse management
- Data analysis
- Quality control
- Strong interpersonal and communication skills
- Customer feedback analysis
- Complaint handling
- Brand representation
- CRM software proficiency
Certification
Lean Six Sigma for a Sustainable Future - LinkedIn Learning
References
Bornface, Mwanza, Assistant Human Resource Manager - Talent, Bornfacem15@gmail.com, 0961045416, Bank of Zambia
Mrs. Gerry Siampondo Mweemba, ICT Manager - CEX, gmcsiampondo@yahoo.com, 0969795768, National Pension Scheme Authority
Mr. Emmanuel Chilubi, Contact Centre Manager, chilubiemmanuel@gmail.com, 0771907855, Liquid Intelligent Technologies
Accomplishments
Recognized for leading a major inventory management system overhaul, enhancing accuracy and reducing shrinkage
Timeline
Customer Experience Executive
Liquid Telecommunications
07.2019 - Current
Inventory Control Officer
Arkay Plastics (Z) Limited
05.2017 - 06.2019
Assistant Operations Officer
Reliant Mining & Construction Limited
03.2013 - 03.2016
Bachelor of Science - Production & Operations Management
The Copperbelt University
04.2007 - 01.2011
GED -
Twashuka High School
04.2003 - 01.2005
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