Lan Madichi
Lusaka
Summary
Background of accomplishment includes leading team of talented professionals, increasing satisfaction scores and improving call volume. Successful at dealing with advanced issues in a knowledgeable and professional manager.
Overview
4
4
years of professional experience
Work History
Call Center Team Lead
EEA Zambia
Lusaka
06.2024 - Current
- Provided coaching and guidance to call center team members on customer service skills.
- Developed and implemented processes for customer service operations.
- Conducted regular performance reviews of team members.
- Created training materials and facilitated new hire onboarding program.
- Collaborated with cross-functional teams to ensure customer satisfaction goals were met.
- Managed day-to-day operations within the call center environment.
- Developed strategies to increase first contact resolution rates.
- Provided technical support related to phone systems or software applications used by agents.
- Resolved team support issues with efficient approach to keep call center operating smoothly and customers satisfied with services.
- Assisted in the recruitment and training of new team members.
- Prepared and analyzed reports on team performance, identifying areas for improvement.
- Managed team of customer service representatives to ensure high quality of service and meet performance targets.
Customer Experience Quality Analyst
EEA Zambia
Lusaka
12.2022 - 05.2024
- Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
- Provided thorough documentation on all quality control activities and results.
- Monitored production processes for accuracy and conformance to established standards.
- Participated in continuous improvement initiatives by suggesting changes or modifications to existing processes or procedures.
- Conduct monthly NPS surveys.
- Call monitoring to ensure a positive experience and exceptional customer experience is maintained.
- Conduct call quality training for call center teams.
Customer Financial Services Representative
Fenix International
Lusaka
06.2021 - 11.2022
- Assisted customers with inquiries regarding their accounts and transactions.
- Maintained accurate records of customer interactions and transactions.
- Educated customers about products and services offered by the financial institution.
- Analyzed customer feedback surveys to identify areas of improvement in customer service processes.
- Performed data entry tasks related to customer accounts and transactions.
- Assisted with onboarding new customers into the system.
- Monitored account activity for potential fraud or suspicious activity.
- Attended weekly team meetings to discuss progress towards goals and objectives.
Customer Service Representative
Fenix International
Lusaka
11.2020 - 06.2021
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries and provided accurate information regarding products and services.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
Bachelor of Science - Marketing
Kopaline University
LusakaHigh School Diploma -
Helen Kaunda Secondary School
KitweSome College (No Degree) - Diploma in Telecommunication Systems
Zambia Information Communication Technical College
NdolaSkills
- Client Interaction Skills
- Quality Assessment
- Employee Development
- Proficient in Knowledge Databases
- Team Management
- Attendance Management
- CRM Software
- Coaching and Mentoring
- Team Motivation Strategies
- Time Management Skills
- Technical Support
- Standards Enforcement
References
References available upon request.
Timeline
Call Center Team Lead
EEA Zambia
06.2024 - Current
Customer Experience Quality Analyst
EEA Zambia
12.2022 - 05.2024
Customer Financial Services Representative
Fenix International
06.2021 - 11.2022
Customer Service Representative
Fenix International
11.2020 - 06.2021
Bachelor of Science - Marketing
Kopaline University
High School Diploma -
Helen Kaunda Secondary School
Some College (No Degree) - Diploma in Telecommunication Systems
Zambia Information Communication Technical College
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