Annah Chirwa

Results-driven retail, customer service, and sales professional with more than 14 years of experience leading teams, driving sales growth, improving customer satisfaction, and managing daily business operations within fast-paced retail and service environments. Experienced in sales management, field operations, customer relationship management, staff supervision, reporting, stock control, promotions, and performance management. Proven ability to exceed sales targets, improve operational efficiency, reduce wastage, and strengthen customer loyalty through effective leadership and strategic planning.

Strong background in analyzing sales performance, coordinating teams, handling client escalations, and implementing service improvement initiatives.

Fresh Food, Admin & Sales Manager at SHOPRITE (PTY) LTD (2016-02 – 2025-12)

• Managed daily operations across fresh food and sales departments in a high-volume retail environment.
• Led customer service initiatives, resolved escalated complaints, and maintained high customer satisfaction standards.
• Supervised and coordinated a team of approximately 25 employees per shift, ensuring productivity, customer service excellence, and operational efficiency.
• Analyzed sales, profit and loss, and wastage reports to improve operational performance and profitability.
• Coordinated ordering, receiving, invoice capturing, and supplier engagement for promotions and pricing negotiations.
• Conducted staff training sessions focused on customer service excellence, compliance, and operational standards.
• Implemented promotional campaigns and monitored sales performance against monthly targets.
• Managed daily operations across 5 fresh food departments in a high-volume retail environment.
• Contributed to achieving monthly sales and profitability targets through effective stock planning and sales monitoring.
• Reduced product wastage through improved stock rotation and inventory management processes.
• Improved customer satisfaction by efficiently resolving customer complaints and strengthening service delivery.
• Coordinated teams and operational processes in a fast-paced environment while ensuring compliance with company standards.

Customer Service Consultant at HOLLARD INSURANCE (2013-05 – 2015-12)

• Assisted customers with policy-related queries, complaints, and service requests.
• Resolved customer issues through effective communication and problem-solving.
• Followed up on customer concerns to ensure service satisfaction and retention.
• Maintained 100% accurate customer records and service documentation.
• Supported customer engagement initiatives and promoted positive brand experiences.
• Maintained professional customer service standards in a high-volume call center environment.
• Built strong client relationships through effective communication and issue resolution.
• Consistently supported customer retention through efficient service delivery and follow-up.

Assistant Manager at K-MART (2011-06 – 2013-04)

• Supported daily store operations, including sales, merchandising, and staff supervision.
• Assisted with implementing company procedures and operational standards.
• Managed employee schedules and delegated operational responsibilities.
• Assisted in improving operational efficiency and customer service standards.
• Supported store leadership in achieving daily sales and operational targets.
• Maintained effective teamwork and staff coordination during high-volume trading periods.

Human Resource Management – IQ Academy

Certificate in Retail and Wholesale – Chartal Business School (2014)

Grade 12 – Mosupatsela Higher Secondary School (2004)