Angela Chongo

Angela Chongo

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Detail

Customer Relations Specialist | Stakeholder Engagement | Consumer Protection & Ethical Brand Management
Zambia
Contact Angela regarding: 
Flexible work
Starting at USD5/hour
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Timeline

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Résumé

Jobs verified_user 0% verified
  • AB InBev
    Customer Relations Specialist
    AB InBev
    Jan 2023 - Jan 2024 (1 year 1 month)
    As a Customer Relations Specialist, I managed and resolved over 1,500 consumer inquiries annually, including highly sensitive cases related to responsible drinking, ethical marketing, packaging, and product safety. I served as a key escalation point for complex and reputational-risk complaints, achieving a 98% successful de-escalation rate and preventing negative media or social exposure. My role required providing clear, empathetic, and policy-aligned responses to consumers while balancing legal, regulatory, and brand protection requirements. I collaborated closely with Legal, Compliance, and Corporate Affairs teams to address emerging consumer risks and ensure alignment with global corporate standards. Additionally, I tracked, analyzed, a
  • A
    Client Services Associate
    Airtel Africa
    Jan 2020 - Jan 2023 (3 years 1 month)
    As a Client Services Associate, I delivered frontline customer support in a high-volume telecommunications environment, adeptly resolving complex service, billing, and account-related issues. I acted as a trusted advisor on customer data usage, privacy policies, and regulatory obligations, maintaining an impressive 95% customer satisfaction score. My role involved handling escalated complaints with professionalism and discretion, which significantly reduced repeat cases and strengthened customer confidence in the brand. I identified recurring service barriers and usability challenges, contributing valuable insights that improved internal self-service tools and reduced customer friction by 15%. Additionally, I captured and documented geograp
  • K
    Consumer Support Representative
    Kondwani TradeKings
    Jan 2018 - Jan 2020 (2 years 1 month)
    As a Consumer Support Representative, I managed an average of 150 consumer interactions per week, addressing inquiries related to product quality, safety, availability, and usage. I identified, documented, and escalated potential product defects and safety concerns, contributing to a 10% reduction in recurring factory defects. Working closely with quality assurance and production teams, I resolved consumer complaints and prevented repeat issues. I responded to consumer inquiries regarding ingredient sourcing, manufacturing standards, and ethical supply chain practices. Additionally, I developed and maintained internal FAQs and response guidelines to ensure consistent, accurate, and ethical consumer communication, achieving a 90% first-conta
Education verified_user 0% verified
  • Z
    Bachelor of Science in Monitoring & Evaluation
    ZCAS UNIVERSITY
    Jan 2024 - Feb 2026 (2 years 2 months)
  • Greenwich University
    BSC in Computer Science
    Greenwich University
    Jan 2020 - Jan 2023 (3 years 1 month)
Projects (professional or personal) verified_user 0% verified
  • Z
    The Lusaka on Foot & Wheels (LoFW) project
    Zambian Breweries (a subsidiary of AB InBev)
    May 2025 - Jul 2025 (3 months)