Experience

• 

  VITALITE Zambia

  • Zambia
  • Renewable Energy Semiconductor Manufacturing
  • 100 - 200 Employee

  • Head of Customer Experience

    • Jan 2024 - Present

    Strategy: Developing and implementing a customer-centric strategy aligned with the company's goals.Feedback and Improvement: Gathering customer feedback, analyzing it, and making strategic decisions to enhance the overall customer experience.Cross-Functional Collaboration: Collaborating with different departments to ensure a consistent and positive customer experience across all interactions.

  • Coordinator - Customer Experience

    • Jun 2023 - Feb 2024

    Process Improvement: I continuously assess customer touchpoints to identify areas for improvement, enhancing the overall customer experience. By collaborating with cross-functional teams, we streamline processes, eliminate bottlenecks, and implement best practices.Feedback Analysis: I collect and analyze customer feedback to gain insights into their preferences, pain points, and satisfaction levels. This valuable information helps me recommend improvements in products, services, or processes, ensuring we meet and exceed customer expectations.Customer Satisfaction Measurement: I monitor and measure customer satisfaction metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). By identifying trends and patterns, I drive strategies that positively impact customer satisfaction.Customer Retention: Retaining existing customers is a priority. I understand their needs, proactively address issues, and identify opportunities to upsell or cross-sell products/services, fostering long-term relationships and loyalty.

  • Customer Care Coordinator

    • Jul 2020 - Jun 2023

    Monitoring and managing the day to day functions of our customer care team and it also involves (to some extent) strategic planning at a departmental level.

  • Acting Customer Care Coordinator

    • Jan 2020 - Jul 2020

  • Assistant Customer Care Cordinator

    • 2019 - Jan 2020

    Ensuring that the day to day functions under customer care are running seamlessly. This includes supervising the entire customer care team and may include taking up some of the Customer Care Coordinator's responsibilities.

  • Customer Care Represetantive

    • May 2017 - Jan 2019

    Providing excellent customer service by assisting and providing information to clients over the phone, via email, in person as well as various other communication platforms

• 

  Techmahindra Zambia

  • Lusaka

  • Social Media Support

    • Jun 2014 - May 2017
    • Lusaka

    Resolving problems, providing information and complaint management via Social Media Platforms Like Facebook and Twitter

• 

  Techmahindra

  • Petroda House Emmasdale

  • Customer care assosiate

    • Nov 2012 - Jan 2014
    • Petroda House Emmasdale

    Customer care

• 

  Innscorr Zambia Ltd

  • Chef

    • Sep 2011 - Mar 2012

    Professional cooking