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Aretha Maponda
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English -
- Telecommunications
- Call Centers
- Vas
- Gsm
- Customer Satisfaction
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Bio
Credentials
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You Need a Career Development Plan
LinkedInOct, 2022- May, 2026 -
Figuring Out Your Next Move
LinkedInSep, 2022- May, 2026 -
The Future of Performance Management
LinkedInJun, 2022- May, 2026 -
Coaching Skills for Leaders and Managers
LinkedInMay, 2022- May, 2026 -
Leading Change
LinkedInMar, 2021- May, 2026 -
A Strengths-Based Approach to Managing Your Team
LinkedInJan, 2021- May, 2026 -
Strategic Thinking
LinkedInJan, 2021- May, 2026 -
Time Management: Working from Home
LinkedInJan, 2021- May, 2026 -
Decision-Making in High-Stress Situations
LinkedInAug, 2020- May, 2026 -
How to Be a Good Mentee and Mentor
LinkedInAug, 2020- May, 2026 -
Leadership Mindsets
LinkedInAug, 2020- May, 2026 -
ZIHRM Practicing Certificate
Zambia Institute of Human Resource ManagementJan, 2014- May, 2026
Experience
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Switzerland
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Tobacco Manufacturing
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700 & Above Employee
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Learning and Development Manager
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Oct 2022 - Present
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Learning and Development Manager
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Oct 2022 - Present
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Human Resources Business Partner
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Jul 2016 - Oct 2022
Key responsibilities: Responsible for Talent acquisition & Retention Performance Management process and the succession planning Manage the whole talent management process Handle all Induction & Exit Process Manage the performance improvement processes of employees Responsible for Learning & Development for all employees Establish a proven process for recruiting right person for the right job at the right time. Attend to site issues, immigration & Labor follow ups for the expatriates Obtaining approval for the Man power planning & budget based on the organization business plan Coordinate employee satisfaction through a survey and takes appropriate action for improving the employee satisfaction. Coordinate KRA’s & KPI's for the next level officers in HR and all the staffs at the region Ensure 100% compliance of all the statues Establish a proven process for recruiting right person for the right job at the right time. Review Individual Development Plans from departments and prepares annual training calendar and budget Maintain the existing welfare measures and implement innovative employee welfare schemes. Coordinate Payroll, Employee benefit, Communication, Security, Transport. Management of Staff Welfare, Medical schemes Liaising with government officials.
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Human Resources Business Partner
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Jul 2016 - Oct 2022
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Zambia
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Telecommunications
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700 & Above Employee
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Talent Development Officer
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Aug 2014 - Jun 2016
1.Employee Effectiveness2.Learning Needs Identification3.Learning Design4.Delivery of learning program5.Learning Evaluation6.Training Administration7.Business Process Re-engineering8. Employee enhancement 9. Performance Management10. Calculating Return on Investment in Training
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Acting Organizational Development Practitioner
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Jan 2014 - Aug 2014
1.Ensure that the training budgets are well maintained every quarter2. Monitor empolyee morale by attending weekly meetings for each department 3.Attend to all customer querries within 48 hours every quarter 4.Implement Organisational development activites scheduled in every quarter 5.Ensure 100% of empolyees' Score cards are collected for Q4 6.Ensure 75% of empolyees' performance plans received 7.Ensure that staff have an understanding of the business through Business understanding workshops by Q2 8.Coordinate the implementation of Zamtel's approved training plan and ensure effectiveness in its delivery by the end of 2014 9.Record and maintain all trainings conducted within 72 hours from course end date
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Customer Service Agent and Communications representative
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Jan 2013 - Dec 2013
1.Ensuring that customer refunds, request are done within 2 days to avoid expensive legal suits 2.Maintain Customer satisfaction score of 85% and Reduce churn to 0% 3.Monitoring and updating face book and twitter pages by responding to customer queries, ensuring that the number of likes is increases by 100 every week. 4.Implement and monitor customer communication policy and ensure communication calendar is followed 5.Monitor the IVR tree and ensure that it is updated with the latest promotions and working to customer advantage 6.Ensuring that all communication going out to customers is accurate and helps reduce traffic to the call centre by reviewing communication material 7.Ensuring that all correspondence that comes from regulators is closed in 42 hrs 8.Ensuring that all letters from customers at reception and shops are closed in 5 days 9.Responding promptly to customer care emails in a timely fashion and to provide accurate solutions for Zamtel customers. 10.Keeping accurate records of customer interactions, enquiries, comments and complaints 11.Communicating and coordinating with internal departments 12.Managing administration duties
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Back Office Agent
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Dec 2011 - Dec 2012
1.Handle all customer queries from the front line, key account manages within Zamtel, 2. Making sure that queries are dealt with promptly and professionally to meet the individual needs of each and every customer. 3. Paying attention, showing empathy and understanding to any problems encountered by the customers and communicating clearly and amiably. 4.Following up with the engineers and technicians on a daily basis on all fixed landline faulty, ADSL and GSM queries. 5.Making outbound calls to customers to update them on the status of their faulty, confirm all resolved complaint and ask further questions regarding Zamtel product and services 6.Rise awareness on all new products that the company launches as well as educate the clients where need arises. 7.Provide support to front line colleagues regarding any escalated queries that have not been worked on and need urgent attention. 8.Create a dash board report on a daily basis giving detailed information on all the complaints that came through to the back office.
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Customer Care Executive
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2010 - 2011
customer service
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Education
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2018 - 2020University of Lusaka
Master's degree, Human Resources Management/Personnel Administration, General -
2005 - 2009
University of Zambia
Bachelor’s Degree, History,Archaeology and English
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Industry Focus. “Tobacco Manufacturing”
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