Experience

• 

  National Health Insurance Management Authority

  • Lusaka

  • Membership and Contributions manager

    • Apr 2021 - Present
    • Lusaka

• 

  LafargeHolcim

  • Zambia

  • Customer Service Manager

    • Jan 2017 - Oct 2023
    • Zambia

    Responsible for the analysis of customer behavior patterns through various parameters to generate insights by tracking usage pattern of customers using intelligence tools like GIS and BI .Developing and maintaining relationships with customers.Analyze work flow, evaluate systems and formulate plans.Recommend strategies and communicate the desires of customers to Products team to ensure understanding of the customers challenges and goals. Monitoring progress against a set of benchmarks and metrics

• 

  Zamtel

  • Zambia

  • Customer Service Manager

    • Jan 2013 - Jan 2016
    • Zambia

    -Contributing customer service information and recommendations to strategic plans and reviews preparing & completing action plans; completing audits;identifying customer service trends; determining system improvements-Improving service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results -Determine call center operational strategies by conducting needs assessment, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards-Meet customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.-Accomplish customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions;-Design and execute churn management strategies to improve customer lifetime value and profitability, with particular focus on Customer/Network experience-Ensure there is a balance between customer outcomes and business outcomes by advocating for customer strategies which look to retain our profitable customers and drive profitable customer behaviour.-Drive Service recovery through Complaint reduction by doing RCA and planning appropriate action . -Develop customer 's contact strategy for an enhanced customer experience by developing Customer service hands on staff programs ,customer contact framework and social media interaction thereby bringing the customer voice to life through continuous feedback developed by these channels 

• 

  Airtel Zambia

  • Usage and Retention Coordinator

    • Aug 2010 - Mar 2011

     Plan and achieve targeted revenue from prepaid customers while ensuring implementation of Customised programs to ensure stickiness Reduce inactivity on the prepaid base  Execution of loyalty management program Campaign Cycle management Customer Data analytics using BI and oracle

• 

  Zain Zambia

  • Core Products Executive

    • Jan 2005 - Jul 2010

     Product management of Zain Core Products Mobile Voice , Roaming  Development of campaigns to increase product usage  Tracking of Product revenue and recommendation on enhancements to increase usage  Conceptualizing and implementation of Mobile Money for Zain Zambia with group Testing of New and existing product and compare with market trends