Mary Lukomano

• Supervise the entire organisation by assigning and coordinating technicians across tasks, client
deployments, and service calls
• Manage petty cash for the organisation, ensuring accurate record-keeping, reconciliation, and financial
accountability
• Prepare and process Zoho Invoices, quotations, ZRA Smart Invoices, and Zambia Metrology Agency
quotations and invoices
• Handle customer queries both physically and online, ensuring prompt, professional, and accurate
resolution
• Supervise, train, and update sales personnel on Point of Sale (POS) systems for major clients, including
Shoprite Zambia (all stores), Kachema Meats Supplies, Farm Pride Fringila, Eastercon, and Chita
Lodge, among others
• Coordinate and follow up on outstanding client payments, maintaining strong and professional customer
relationships
• Perform network setup, system troubleshooting, software installations, and IT maintenance across the
organisation
• Utilise the Zoho CRM platform for client management, service tracking, and operational reporting

• Managed high volumes of inbound and outbound calls professionally, consistently meeting response
time and call quality KPIs
• Handled customer inquiries, service requests, complaints, and escalations in line with standard
operating procedures (SOPs)
• Provided accurate information on company services, products, policies, and procedures to customers
from diverse backgrounds
• Made outbound follow-up calls for customer feedback, query resolution, and operational support
• Coordinated with internal departments and supervisors to escalate urgent incidents and ensure timely
resolution
• Recorded all customer interactions accurately in the call centre CRM system, maintaining complete
documentation of all calls and resolutions
• Consistently met defined performance indicators, including response time, call quality scores, and
customer satisfaction targets
• Participated in continuous improvement training programs and contributed to overall team performance
initiatives
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• Taught Mathematics (Grades 8 to 12) and Computer Studies (Grades 8 to 9)
• Developed and delivered structured lesson plans aligned with the national curriculum
• Awarded Distinction (84%) in School Experience practical assessment during teacher training

• Ensured computer systems were functioning optimally to support business operations
• Performed software installations, updates, and system troubleshooting
• Managed and monitored local area networks
• Researched best-fit applications for business operations and customer relationship management

• Tracked and assessed local and international shipment status, keeping customers informed throughout
• Handled data entry, networking tasks, and customer query resolution
• Conducted manual and system-based stock checks
• Managed information systems updates and installations at the Ndola Branch