Experience

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  Zambia National Commercial Bank (Zanaco) PLC

  • Zambia
  • Banking
  • 700 & Above Employee

  • Corporate Customer Service Specialist

    • Feb 2024 - Present

    Responsible for Global corporates Customer Satisfaction, Customer Net Promoter Score, Customer Retention and Complaints resolution.

  • Private Banking Assistant

    • May 2021 - Jan 2024

    Personal Banker! Wealth Creation and Management Consultant

  • Assistant Preferred Banker

    • Jul 2018 - May 2021

    Offers personalised banking services to preferred segment while delivering exceptional customer experience

  • Retail Sales & Service Advisor

    • Jul 2015 - Jul 2018

    • Delivering quality customer service• Ensure strict adherence to procedure and custody of captured cards• Ensure that customer instructions are recorded in the register• Executing general customer instructions• Processing of online banking estatements, internet banking, Visa debit cards applications within SLA’s.• Que walking management, helping front line staff to clear ques whenever they arise.• Ensure compliance with regulations and laws relating to customer service delivery• Unpaid cheques recording and informing customers to pick up within 2 days• Develop and maintain strong working relations with all customers• Implement and maintain complete control aspect• Cross selling bank products and handle customer complaints

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  Sable Documents Imaging Architechs

  • Employee Performance and Analysis Manager

    • Apr 2013 - Oct 2013

    As an Employee Performance and Analysis Manager i have been providing comprehensive HR advisory and Consultancy service to staff and management. I have been managing the operational human resources related issues, including development and communication of policies, training administration, human resources reporting and coordinating in recruitment process, remuneration and performance management processes. other duties include as below;•Providing an advisory and consultancy service to staff and management on a range of human resources issues, procedures and policies consistent with employee standards, legislation and guidelines.•Liaising with Finance and Administration departments staff in ensuring the effective high quality delivery of the service.•Undertaking internal reviews, coordinating external reviews and advising on related processes as needed•Providing an efficient and reactive consultancy service to staff and senior management•Undertaking quality assurance checks and liaising with external consultants and management to ensure effective meeting guidelines and standards.•Investigating researching and preparing brief notes on reports on new policies, procedures and practices of human resources to ensure service delivery•Keeping up current issues and new development of human resources through job rotation programs

  • Project Manager

    • Nov 2012 - Mar 2013

    My duties at the company included;•Working closely with the Director to deal with all project queries •Data collection, entry and analysing for an on-going programme •Developing a business culture for over 150 Data Entry Clerks that report daily •Dealing with ad-hoc issues from Data Entry clerks and as delegated by the head of department.•Monitoring and Evaluating the of the Data being captured•Responsible for generating reports daily, weekly and monthly on data registrations •Pay roll administration •Working closely with business partner to develop work plans •Communicate regularly

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  Airtel T/A Celtel Zambia PLC

  • Headquatres Lusaka Zambia

  • Report and Campaigns Analyst

    • Feb 2012 - Oct 2012
    • Headquatres Lusaka Zambia

    My duties at the company included; •Working with the marketing analyst of airtel money to coordinate campaigns on a daily, weekly and monthly basis •Data collection, entry and analyzing for an ongoing market research•Developing a business culture for over 200 ambassadors that report daily •For...

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  Airtel Zambia

  • Head Office, Lusaka Zambia

  • Customer Service Staff

    • May 2011 - Aug 2011
    • Head Office, Lusaka Zambia

    Responsible for customer needs focus and specific attention, product selling and marketing share analysis in terms of brand favoritism for the company as a whole while grading the High, Medium and Low valued customers. Reaching a million kwacha airtime top up so as to attain high level sales.

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  Airtel T/A Celtel Zambia PLC

  • Lusaka Head Office

  • Data Entry & Retail Management Assistant

    • Jan 2011 - Apr 2011
    • Lusaka Head Office

    Responsible for each and every retail outlet performance in terms of airtime selling, keeping track of high selling retailers and supervised the sales agents that where responsible for different areas and marketed the retail incentive scheme promotion so as to motivate low selling incentives to a...

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  Zain Zambia

  • Sales & Distribution Agent

    • Aug 2010 - Sep 2010

    Business Development, Market Research, Customer Service, Sales