Experience

• 

  Toyota Zambia Limited

  • Zambia
  • Motor Vehicle Manufacturing
  • 100 - 200 Employee

  • Parts Manager

    • Mar 2021 - Present

  • Customer Relations Manager

    • Apr 2013 - Mar 2021

    •Participate in the development of the departmental business plan and co-ordinate its strategic execution to attain value based performance within the customer relations function.•Documentation & implementation of the departmental process flows & customer communication model to ensure excellent customer service.•Cross-functional Co-ordination of all customer issues in the various business departments for effective customer satisfaction.•Managing performance & ensuring staff development through implementation & monitoring of team competency development plans for sustainable performance. •Manage departmental performance and co-ordinate customer satisfaction surveys for all departments for maximum customer satisfaction.•Facilitate effective customer communication to & from within the company through co-ordinating and following-up all customer related issues to ensure maximum customer satisfaction.•Effective Customer portfolio management, through value propositioning & customer value creation for the selected customer base.•Identify & implement customer service improvement activities that are fully integrated in the company’s core businesses to add value to the customer.•Acquisition & application of customer knowledge to maximize mutual value & constantly measuring the effectiveness of the entire value chain for Customer satisfaction management.•Managing & building customer relationships for both existing customers and prospective clients for effective customer retention management.

• 

  Barclays Bank Zambia

  • Quality Service Manager

    • Feb 2008 - Apr 2013

• 

  Nkana Water & Sewerage Co. Ltd

  • Marketing assistant

    • Jan 2007 - Oct 2007