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Chimfwembe Mzyece

Head Contact Experience at Airtel Zambia PLC
Intro Book
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Location
Lusaka, Lusaka Province, Zambia, ZM
Languages
  • English -
  • Bemba -
Skills
  • Customer Experience
  • Customer Satisfaction
  • Outsourcing
  • Sla
  • Call Centers
  • Show all
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Experience

  • Airtel Zambia PLC
    • Zambia
    • Telecommunications
    • 700 & Above Employee
    • Head Contact Experience
      • Jul 2022 - Present

      Mobile phone, internet and mobile money services provider

    • Head Contact Experience
      • Jul 2022 - Present

      Mobile phone, internet and mobile money services provider

  • Multichoice Zambia
    • Head Customer Experience, Multichoice Zambia
      • Jan 2019 - Jul 2022

    • Head Customer Experience
      • Jan 2019 - Jan 2019

      Overseeing Multichoice Zambia Customer Experience Strategy formulation and execution. Management of Retail Outlets and Call Centre.

  • MultiChoice Africa
    • Southern African Region
    • Regional Customer Experience Manager
      • Jul 2017 - Jan 2019
      • Southern African Region

  • Vodafone Zambia
    • Lusaka, Zambia
    • Head Customer Experience
      • Mar 2016 - Jul 2017
      • Lusaka, Zambia

      customer Experience and Call Centre Management

  • MTN Zambia
    • Zambia
    • Telecommunications
    • 700 & Above Employee
    • Senior Manager Customer Experience
      • Nov 2013 - Mar 2016

      To develop and drive the MTN Customer Experience Programme within the Opco ensuring that the methodology, metrics, tools, capabilities and up skilling are implemented to increase positive customer experience whilst using timely and relevant analytics to differentiator target customer experience in the Opco aligned to the MTN standard.

    • Senior Manager - Call Centre
      • Apr 2012 - Oct 2013

      -To coordinate the delivery of effective and efficient Call Centre service to consumer segment subscribers thereby maximizing customer retention.- Combining technical and behavioral competences and competencies to achieve challenging service levels. - Identify innovative solutions aimed at enhancing people & process optimization and technology usage. - Identify innovative solutions aimed at continuous efficiency improvements and enhancing team motivation.

Education

  • ZCAS University
    Master of Business Administration - MBA, Business Administration and Management, General
  • Higher Diploma in Business Management
    Business Management Studies, Business Administration and Management, General
  • University of Greenwich
    Bachelor's degree, Business Administration and Management, General

Suggested Services

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Industry Focus. “Telecommunications”

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