Kaseba Mulando is seeking a responsible job where she can use her education and 14 years of experience in customer service, sales, marketing, and social media management. She has worked at MTN Zambia for over 10 years in various roles, including her current role as Social Media Administrator where she engages customers on social media, monitors brand conversations, and provides reports. She also has experience as a Call Center Agent and Sales and Marketing Representative at MTN Zambia, and as an Administration Clerk and Sales and Marketing Representative at other companies. Kaseba is currently pursuing a Diploma in CIM and lists strong communication, customer service, and computer skills.

1. KASEBA MULANDO
C/O Mr. Owen Simwanda,
Airtel House,
PO Box 320001,
Lusaka, Zambia.
[Email] Kaseba.mulando@isonbpo.con
Phone: +260966220294
OBJECTIVE Seeking a responsible job with an opportunity for professional challenges,
where I can use the my education and work experience to improve the
company`s operations.
SKILLS &
ABILITIES
 Able to comprehend, capture as well as interpret basic customer
information
 Able to easily adapt to change, meet the changing demands of the
work environment, any delays or other unexpected demands.
 Good organizational and time management skills
 Exceptional telephone etiquette
 Customer orientation
 Result-oriented
 Computer and the Internet
 Have excellent sales and negotiation skill
 Have good communication and ‘people skills’
EXPERIENCE SOCIAL MEDIA ADMINISTRATOR: MTN ZAMBIA LIMITED
SEPTEMBER 2013 TO DATE
Duties/Responsibilities:
 Assist all MTN Zambia customers with queries via the social media
Platforms( Facebook and twitter)
 Engage in dialogue and monitor customer issues while searching for
news and articles to post.
 Promote social media within the organization.
 Monitor, listen and respond to users in a “Social” way while cultivating
leads and sales.
 Compile report for management showing results
 IMPLEMENTS A SOCIAL MEDIA STRATEGY
 ENGAGES IN DIALOGUE AND MONITORS CUSTOMER ISSUES
 MANAGES SOCIAL MEDIA CAMPAIGNS
 MONITORS INTERNET FOR BRAND RELATED TOPICS OF CONVERSATION
 PROVIDES FEEDBACK TO HIGHER UPS
 PROMOTES SOCIAL MEDIA WITHIN THE ORGANIZATION

2. PAGE 2
CALL CENTER AGENT: MTN ZAMBIA LIMITED
JUNE 2008 – SEPTEMBER 2013
Duties/Responsibilities:
 Answer inbound calls as well as assist customers who have specific
inquiries
 Build customer’s interest in THE services and products offered by the
company
 Provide personalized customer service of the highest level
 Update the existing databases with changes and the status of each
customer/prospective customer
 Arrange for the dispatch of products, information packages, brochures
etc. to clients and other interested parties
 Follow up the calls of the client with clerical duties which includes
faxing, filling up paperwork, doing checks on credit references as well
as liaising with other departments
SALES AND MARKETING REPRESENTATIVE: MTN ZAMBIA LIMITED
AUGUST 2007 - JUNE 2008
Duties/Responsibilities:
 Educating the masses on MTN products and facilities.
 Marketing/ selling MTN products to small and large grassroots trading
centers in Lusaka.
 Identifying good business opportunities for the sale of MTN products.
 Discover and handle concerns from customers
 Catch new opportunities, special developments for products and
services, collect information as well as feedback thanks to field activity
and then coordinate with proper staff of the company
 Follow up on new leads and referrals stemming from field activity
 Take part in events to market the products such as seminars, trade
shows, and telemarketing events
 Establish and deploy special sales activities to reduce products in stock
SALES AND MARKETING REPRESENTATIVE: CLEANWELL LIMITED
February 2007 - May 2007
Duties/Responsibilities:
 Sourcing new business opportunities &practicing good relations
 Promoting company products through persuasion and company profile
 Promoting the range of products such as, sanitary bins, cleaning

3. PAGE 3
materials and cleaning services
 Sourcing of new business contracts
ADMINISTRATION CLERK: SUPREME FURNISHERS LIMITED
October 1999 - October 2003
Duties/Responsibilities:
 Organizing cocktails and customer – store liaison
 Attending to customer queries problems (customer care)
 Receipting and banking daily sales
 Invoicing of hire purchase and cash sales
 Stock take of goods and reconciliation
EDUCATION NATIONAL INSTITUTE FOR PUBLIC ADMINISTRATION (LUSAKA) CURRENT
CURRENTLY PURSUING A DIPLOMA IN CIM
TARIPA TRAINING CENTER (LUSAKA) 2004
COMPUTER TRAINING CERTIFICATION
KAMWALA SECONDARY SCHOOL (LUSAKA) 1993
GCE’O’ LEVEL CERTIFICATE
HOBBIES  Playing Tennis
 Ten-Pin Bowling
 Competitive Scrabble
 Cooking
 Watching Movies
 Reading Books

4. PAGE 4
REFERENCES MRS GRACE KALUNGA
CALL CENTER TEAM LEADER
MTN ZAMBIA LIMITED, LUSAKA, ZAMBIA
Phone: +260966220085
MRS MATILDA CHIWI
CALL CENTER MANAGER
MTN ZAMBIA LIMITED, LUSAKA, ZAMBIA
Phone: +260966220085
MRS JETHRO MUKATASHA
ADVISOR HR: LEARNING AND ORGANIZATION DEVELOPMENT
MTN ZAMBIA LIMITED, LUSAKA, ZAMBIA
Phone: +260966220236