Landi Kapambwe CX Quality Analyst

CX Quality Analyst

Ignite Energy Access

Sep 2025 - Current (1 year 2 months)

● Participated in calibration sessions to maintain consistency in quality evaluations.
● Monitored and evaluated agent and dealer performance to ensure compliance with company standards and procedures.
● Conducted quality checks and audits on customer interactions and operational processes to identify gaps and areas for improvement.
● Provided constructive feedback and coaching to sales agents and dealers to improve service delivery and adherence to guidelines.
● Additionally, leveraged administrative assistance skills by maintaining detailed records, preparing comprehensive reports, and coordinating with teams for quality reviews, which enhanced organizational efficiency and communication within the department. This

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Account Manager and Communications Specialist

StimuliPR

Feb 2025 - Current (1 year 9 months)

As an Account Manager and Communications Specialist, I was responsible for overseeing events management, ensuring that all aspects of the events were executed flawlessly. My role involved liaising with clients to understand their needs and expectations, which was crucial for delivering exceptional service. Additionally, I utilized my skills in email management to maintain clear and effective communication with clients, while also providing chat support to address any inquiries promptly. I handled inbound and outbound calls to ensure that customer needs were met efficiently, fostering strong relationships and enhancing client satisfaction throughout the event planning process. While my experience is not directly within real estate operations

Telesales Executive

Apollo Agriculture

Aug 2024 - Current (2 years 3 months)

As a Telesales Executive, I was responsible for engaging potential customers through outbound calls, effectively communicating product benefits, and closing sales to meet monthly targets. I maintained detailed records of customer interactions and feedback, which informed future sales strategies. Additionally, I utilized Google Workspace to streamline correspondence and integrate information, enhancing team collaboration and ensuring that all communications were organized and accessible. This approach not only improved efficiency but also contributed to a more cohesive sales process. Furthermore, through both inbound and outbound calls, I established and retained business relationships while successfully persuading new clients to sign up, th

Customer Service Executive

iSON Xperiences Ltd Leading Global CX Management Company

Aug 2023 - Sep 2024 (1 year 2 months)

As a Customer Service Executive, I was responsible for managing customer relationships through effective CRM practices, handling complaints, and providing resolutions to ensure customer satisfaction. My role involved addressing customer inquiries and resolving issues promptly. Additionally, I engaged in cold calling to reach out to potential clients, promoting medical cover options for both personal and corporate needs, which enhanced our outreach efforts and contributed to overall business growth. In this capacity, I also handled administrative-related tasks, such as managing customer records, documenting interactions, and coordinating issue resolution. This required strong organizational skills, attention to detail, and effective communic

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Front Office Supervisor

Oslo Hotel Zambia

Apr 2022 - Aug 2023 (1 year 5 months)

As a Front Office Supervisor, I was responsible for overseeing daily operations, ensuring exceptional customer service, and managing front desk staff to maintain a welcoming environment for guests. My role involved coordinating with various departments to streamline processes and enhance guest experiences. Additionally, I engaged in email marketing efforts to promote our services, including Conferencing, Accommodation, and Events Management, effectively reaching out to both existing and potential clients to drive business growth. I also utilized sales skills by making cold calls to establish new client relationships and manage existing clients, ensuring good business continuity and fostering long-term partnerships.

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Receptionist

Oslo Hotel Zambia

Apr 2022 - Jan 2023 (10 months)

As a Receptionist, I was responsible for a variety of administrative clerical tasks, including booking and reservations, check-in and check-out processes, as well as event management and conference coordination. My role involved supporting day-to-day front desk operations at Oslo Hotel Zambia, where I managed bookings, handled client inquiries, and coordinated with internal teams to ensure seamless service delivery. This position required strong organizational skills and a commitment to customer satisfaction, which I applied to enhance client interactions and operational efficiency. Additionally, my experience in managing tenant relations and property-related administrative tasks in the context of real estate operations further honed my ski

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Intern Procurement Officer

Ministry of Information and Broadcasting

Sep 2019 - Nov 2021 (2 years 3 months)

As an Intern Procurement Officer, I was responsible for managing inventory, overseeing distribution processes, and performing data entry tasks to ensure efficient operations. I facilitated communication between suppliers, internal end users, and our procurement department, which enhanced collaboration and streamlined information sharing. Additionally, I provided email support to address inquiries and updates, further contributing to the overall effectiveness of the procurement process. I also utilized CRM skills to manage supplier relationships, which improved deal negotiations and service delivery, ensuring that our procurement operations were both effective and responsive to the needs of the organization.

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Commodity Inspector

Collateral Management International

Aug 2016 - Jun 2019 (2 years 11 months)

●Stock Quality Inspection and Grading of grain stock
●Monthly Stock counts, verification and Reporting
●Receiving and Dispatching Stock
●Staff Management

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Intern Purchasing and Supplies Assistant

Ministry of Home Affairs

Sep 2015 - Nov 2016 (1 year 3 months)

● Verified receipt of supplies, stocked items, and delivered supplies to work stations efficiently.
● Managed requisitioning and LPO processing using SAP to streamline purchasing operations.
● Conducted supplier registration and sourcing to ensure a reliable supply chain, utilizing CRM techniques to enhance supplier appraisal and management for seamless transactions and build trust.
● Processed documents accurately to maintain organized records.
● Assisted in tendering processes to secure competitive bids.
● Provided email support by handling correspondence between our department and registered suppliers, facilitating effective communication and fostering strong supplier relationships. Additionally, I util

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Intern Purchasing and Supplies Assistant

Levy Mwanawasa General Hospital

Dec 2013 - Jul 2014 (8 months)

As an Intern Purchasing and Supplies Assistant, I was responsible for supplier sourcing and registration, ensuring that all potential suppliers met the necessary criteria for partnership. I actively participated in tender evaluation and preparation, contributing to the selection of the best suppliers for our needs. My role also included processing Local Purchase Orders (LPOs) and managing inventory to maintain optimal stock levels. Additionally, I managed hospital suppliers through registration, appraisal, and handling their accounts, fostering continuous mutual relationships that enhanced our supply chain efficiency. This included utilizing CRM (Customer Relationship Management) principles to strengthen supplier relationships, ensuring eff

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Stock Controller/Receptionist

Vortex Refrigeration Co Ltd

Feb 2011 - Jul 2012 (1 year 6 months)

Inventory control, local purchase ordering

Landi Kapambwe

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Landi Kapambwe

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