Summary

Overview

Work history

Education

Skills

Timeline

Kawaka Mphande (British Citizen)

Leeds,UK

Summary

Dynamic professional with a proven ability to act quickly and decisively, demonstrating strong attention to detail and adaptability. Skilled in building trust with clients and instrumental in moving teams towards objectives, delivering projects successfully while balancing multiple priorities.

Overview

years of post-secondary education

years of professional experience

Work history

Care assistant

Family /parent care

2025.03 - 2026.07

Aid in mobility exercises which resulted in improved physical strength among elderly residents.
Administered medication to patient, ensuring proper health management.
Organised recreational activities for improved social interaction amongst resident.
Ensured safe environment by maintaining orderliness and cleanliness in the facility.
Encouraged independence among patients whilst assisting them with tasks.

Customer service representative

Concentrix

2020.11 - 2025.02

Investigated and resolved failed payment issues efficiently, ensuring minimal disruption to customer accounts.
Provided excellent customer service through phone and email, assisting customers with payment-related queries.
Liaised with internal departments, such as finance and fraud prevention, to ensure smooth transaction processing.
Advised customers on alternative payment methods and guided them through troubleshooting steps.
Maintained accurate records of customer interactions and payment resolutions using internal systems.
Handled sensitive financial information securely and adhered to GDPR and company policies.
Developed strong problem-solving skills, working under pressure to meet service level agreements (SLAs).
Communicated clearly and professionally, tailoring responses to different customer needs.

Customer services consultant

PDCS

2017.02 - 2020.01

Attended to all customer queries throughout each day.
Resolved customer issues, problems, and opportunities for better business results.
Updated and maintained all client accounts to stay current.
Demonstrated adaptability by handling varying shifts during peak periods or staff shortages.
Improved overall efficiency with time management and multitasking abilities.
Boosted brand loyalty through excellent service delivery and personal interaction with customers.

Customer service consultant

Brightwork recruitment agency

2015.02 - 2017.01

Ensuring all customer queries are attended to.
Providing a high level of customer service and understanding the needs of individual customers.
Making changes to customer accounts and dealing with complex queries..

Support Worker

Rainbow care solutions

2014.01 - 2015.01

Setting and demonstrating good standards of work practice by offering support and on shift coaching to others through example.
Guiding new staff, students and volunteers in providing a welcoming responsive, flexible and integrated service provision that reflects and meets the needs of individual's and their families.
Proper record-keeping, including recording incidents and complaints by clients.