Kondwani Chibisa

Provided timely support to customers through chat, email, and social media. Responded to inquiries, complaints, and basic technical issues with professionalism and accuracy, and escalated advanced cases to the relevant IT teams. Assisted with product/service information, account management, and order support. Logged and tracked issues using ticketing/CRM systems, maintained clear and empathetic communication to ensure customer satisfaction, and contributed to improving support processes and knowledge base content while following SLAs and company policies.

Prepared, annotated, and validated datasets for AI model training in projects that included Google DeepMind and a GiveDirectly audio transcription and translation pilot. Supported model training, evaluation, and refinement, and performed testing and quality assurance to ensure outputs met project standards. Conducted accurate audio transcription and translation with careful checks for grammar, meaning, and contextual correctness, flagging inconsistencies and unclear audio segments to improve dataset quality and model reliability.

Managed reservations and booking systems for both online and walk-in guests, maintained an updated guest register, and prepared bills, receipts, and payment records. Handled correspondence such as emails, messages, and mail, and filed operational records related to guests and lodge services. Assisted with guest information requests, handled check-outs smoothly, and addressed inquiries and complaints professionally while following internal procedures.