Experience

• 

  Client Care Solutions Zambia Ltd

  • Zambia
  • Outsourcing and Offshoring Consulting
  • 1 - 100 Employee

  • Outbound Contact centre Specialist

    • Apr 2022 - Jul 2023

    • Ensure growth through client outbound activities • Listen to calls that the team leaders are assessing to ensure quality. • Monitoring performance of the Team Leaders and addressing any performance gaps that may be identified. • Provide on the job performance coaching for Team Leaders in real time • Have One on One Performance discussions with Team Leaders –Weekly/Monthly/as required • Hold weekly performance Meetings with Teams (Dept.) to ensure Team performance is in line with Daily/Weekly/Monthly/quarterly targets • Follow a Performance Management methodology in ensuring optimal performance & corrective action where necessary. • Create a Team culture & ethos to drive performance & a motivated environment for Team Leaders a• Explore & create opportunities that increase value for clients & partners by making recommendations based on business intelligence gathered by the Outbound Business Unit. • Manage and resolve complaints escalated. • Identify and escalate issues to relevant authorities/units• Deliver daily, weekly, monthly reports to be presented for Management & Clients/Partners • Monitor documentation of all call information according to standard operating procedures • Monitoring performance of the team leaders and addressing any performance gaps that may be identified. • Recognize, document, and alert the management team of trends in customer calls • Follow up customer calls where necessary • Ensure the upselling of products and services is being done• Ensure call logs are completed and submitted

  • Outbound Team lead

    • Jan 2021 - Mar 2022

• 

  Zamtel

  • Zambia
  • Telecommunications
  • 700 & Above Employee

  • Customer Retention Consultant

    • Oct 2018 - Dec 2020

  • Retail Sales Consultant

    • Mar 2015 - Oct 2018

    -Selling product and services-Customer service-creation of adsl and landline accounts-Daily Reports-Monthly reports

  • Call center Agent

    • Feb 2013 - Mar 2015

    -Customer service-Query resolution-Inbound calls-Marketing of products and services

• 

  Zamtel

  • Lusaka

  • Call Centre Team Leader

    • Jun 2014 - Nov 2014
    • Lusaka

    -Daily Running of the call centre-Query Resolution-Daily Reports-Monthly Report-Appraising the team-Couching the team

• 

  ZAMTEL

  • lusaka

  • customer retention

    • Mar 2012 - Oct 2012
    • lusaka

    contact customers who are in the inactive base,receive complaints and queries from customers and give them positive feedback,market zamtel products to customers and basically retain customers to the zamtel network.HVC aquisitions,

• 

  zambia redcross society

  • Lusaka

  • field officer

    • May 2010 - Feb 2011
    • Lusaka

    incharge of the day to day running o the branch office,organise first aid training,organise for youth meetings,counting inventories,supervising volunteers during campaigns.

• 

  lewanika general hospital

  • Mongu

  • psychosocial counsellor

    • Jun 2009 - Aug 2009
    • Mongu

    -HIV counseling- DCT counseling-Field visitation-Reports