Irene Ndala
Summary
Detail-oriented professional with extensive experience in customer service, data management, quality assurance, and strategic communication. With diverse credentials across private and public sectors, I specialize in streamlining processes and maintaining data integrity to enhance efficiency as well as customer experience. Committed to supporting organizational initiatives and programs.
Overview
11
11
years of professional experience
Work History
Call Center Agent
Social Security Commission
01.2023 - Current
- Managed high call volumes in a fast-paced environment.
- Provided personalized support and recommendations to clients.
- Resolved escalated calls and complex issues.
- Maintained detailed records of client interactions.
- Collaborated with team members to improve performance.
- Contributed to process improvements based on client feedback.
Data Management Officer
Social Security Commission
01.2021 - 12.2022
- Applied data validation procedures to maintain data integrity.
- Collaborated with departments to ensure data accuracy.
- Identified and implemented process improvements to streamline operations.
- Utilized advanced Excel functions for data analysis.
- Ensured timely project completion through effective time management.
- Maintained data security by adhering to confidentiality policies.
- Optimized data storage for easy access and retrieval.
Customer Service Agent
Social Security Commission
05.2019 - 10.2020
- Managed escalated complaints to uphold organization's credibility.
- Utilized analytical skills to resolve customer issues and discrepancies.
- Ensured accurate record-keeping of interactions for effective follow-up.
- Identified process improvements to enhance operational efficiency.
- Participated in training programs to enhance product knowledge and customer service skills.
Executive Accounts Assistant
Khaitago
08.2018 - 03.2019
- Supported accounting team with month-end closing procedures, ensuring timely completion and accurate reporting.
- Communicated and resolved disputes with clients regarding outstanding invoices, payments and adjustments.
- Facilitated smooth audits by maintaining accurate records and providing prompt responses to auditor requests.
Public Relations Assistant
Social Security Commission
05.2015 - 02.2018
- Assisted in creating press materials such as press releases, media advisories, and fact sheets.
- Collaborated with stakeholders to identify key messages and develop engaging content for press communications.
- Fostered positive relationships with public through strategic engagement.
- Supported public relations managers by writing, researching, and preparing materials.
- Enhanced awareness of services and products through the implementation of effective PR strategies.
- Compiled monthly reports detailing PR campaign outcomes, informing client communications and guiding future strategies.
Freelance
Namibia Broadcasting Corporation (NBC)
02.2015 - 02.2017
- Collaborated with research teams to locate and provide relevant archived materials for their projects.
- Improved accessibility of archived materials by creating detailed metadata records for each item.
- Coordinated with other departments to acquire and integrate new collections into the existing archive framework.
- Streamlined physical storage space by reorganizing and consolidating materials.
- Promoted the use of archives through outreach programs such as workshops, presentations, or tours for various audiences.
Radio Presenter
Base FM
02.2014 - 04.2014
- Hosted music, news and entertainment segments for well-rounded radio shows.
- Introduced upcoming broadcasts and guided audience through entertainment.
- Interviewed show guests and moderated discussions.
- Produced creative radio segments focused on music, current events and lifestyle topics.
- Created customized playlists that resonated with target demographics, contributing to higher listener retention rates.
- Provided valuable input during programming meetings, contributing to the station''s continuous improvement and long-term success.
Assistant Librarian
Ministry of Education
12.2013 - 01.2014
- Organized library shelves, materials and equipment in clear, alphabetized order.
- Selected age-appropriate materials for children''s programs to encourage early literacy skills development.
- Strengthened relationships with local schools by coordinating librarian visits for student orientations and research support.
- Increased resource accessibility by cataloging and organizing library materials effectively.
- Developed library displays and implemented innovative outreach activities for improved community engagement.
Education
Honours Degree in Communication
Namibia University of Science And Technology
Windhoek04-2022
Bachelor of Communication -
Namibia University of Science And Technology
Windhoek04-2019
Diploma in Library And Information Science
University of Namibia
Windhoek04-2015
Skills
- Graphic Design
- Organizational Skills
- Quality Assurance Principles
- Social Media Management
- Corporate Communications
- Teamwork and Collaboration
- Documentation and Reporting
- Customer Relationship Management
- Quality Assurance Principles
Languages
English, Oshiwambo
Native language
Afrikaans
Proficient
C2
Otjiherero
Proficient
C2
References
Ms. Cecilia Scheepers
Social Security Commission (SSC)
Supervisor: Customer Care Department
+264 81 270 0155
Ms. Anthe Oliver
Social Security Commission
Supervisor: Communications Department
+264 81 445 7926
Mr. Kasika Duscen
Social Security Commission (SSC)
Head: Project Monitoring and Evaluation
+264 81 149 2883
Timeline
Call Center Agent
Social Security Commission
01.2023 - Current
Data Management Officer
Social Security Commission
01.2021 - 12.2022
Customer Service Agent
Social Security Commission
05.2019 - 10.2020
Executive Accounts Assistant
Khaitago
08.2018 - 03.2019
Public Relations Assistant
Social Security Commission
05.2015 - 02.2018
Freelance
Namibia Broadcasting Corporation (NBC)
02.2015 - 02.2017
Radio Presenter
Base FM
02.2014 - 04.2014
Assistant Librarian
Ministry of Education
12.2013 - 01.2014
Honours Degree in Communication
Namibia University of Science And Technology
Bachelor of Communication -
Namibia University of Science And Technology
Diploma in Library And Information Science
University of Namibia
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