Experience

  • Customer Experience Specialist

    at Zambia National Commercial Bank (ZANACO)

    August 2017 - at Present

    Lusaka Province

    Research and resolve customer inquiries and complaints, process requests and login results of all calls, provide follow-up to ensure customer satisfaction. Assisting clients with Information regarding our products. Clarifications regarding entries in the accounts, Location of Branches and ATM's. Information on service charges & interest rates. Escalation of customer complaints and Suggestions on our products and services.

  • Customer Support Associate

    at Techmahindra/Airtel

    March 2012 - March 2016

    Lusaka Province

    • Customer Communication • Handling Customer Complaints • Meeting Customer's Expectations • Creating a Customer Service Culture • Providing Information to Clients • Controlling Service Quality • Ensuring Service Levels and Standards • Maintaining Safety & Security, friendliness and Honest with Customers.

  • Main Cashier

    at Alliance Ginneries

    May 2009 - December 2009

    Central Province

    • Invoicing to all Company clients • Weekly reconciliation with the Auditors • Daily report to Head Office • Register and update Company books • Office management • Account to Head Office at the end of buying season • Reconcile payments and purchase.

Education

  • Bachelors Degree in Communications and Public Relations

    at Mulungushi University

    2019 - at Present (1 year) Lusaka Province

  • Bachelors Degree in Communications and Public Relations.

    at Mulugushi University

    2019 - at Present (1 year) Central Province

  • Advanced Diploma

    at Zambia Institute of Management

    2008 - 2009 (1 year) Lusaka Province

  • Advanced Diploma in Public Relation and Personnel Administration

    at Zambia Institute of Management

    2008 - 2009 (1 year)

  • Certificate

    at ST.Ambrose Trade Center

    2008 - 2008 (1 year) Central Province

Services offered

  • Customer Experirnce

    Research and resolve customer inquiries and complaints, process requests and login results of all calls, provide follow-up to ensure customer satisfaction. Assisting clients with Information regarding our products. Clarifications regarding entries in the accounts, Location of Branches and ATM's. Information on service charges & interest rates. Escalation of customer complaints and Suggestions on our products and services. Request for unlocking accounts, reissue of password, and Status of customer ATM card. Maintain customer confidentiality, privacy and security. Customer service / relations regarding customer accounts and daily needs. Working with and advising customers with information on opening accounts and performing transactions Collect customer information and input data into the system ensuring confidentiality at all times. Interact with new bank customers to explain all the services and features the bank has to offer. Place phone calls to current bank customers regarding account changes or suggested options.
    Answer incoming calls and respond to customers.
    Managing and resolve customer complaints
    Identify and escalate issues to supervisors
    Provide product Information and service information to customers
    Research required information using available resources
    Research, identify, and resolve customer complaints using applicable software
    Route calls to appropriate resources
    Document all call information according to standard operating procedures
    Recognize, document, and alert the management team of trends in customer calls
    Follow up customer calls where necessary
    Up sell products and services
    Complete call logs and reports

Languages

  • English Conversation

Hives