Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
18
18
years of professional experience
Work History
Quality Assurance Analyst
Absa Bank Zambia
02.2022 - Current
Liaison between QA team and other departments such as Business Enablement, Branch Network, and Product Management, ensuring effective communication throughout all stages of Customer Experience.
Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Conducting of Net promoter survey (NPS s) on branches.
Coach and Mentoring Contact Center staff and Complaints handling staff in branches
Contact Centre Consultant
Absa Bank Zambia / Barclays Bank
07.2019 - 01.2022
Taking customer calls, handling queries and complaints, generating sales leads, compiling management information
Manager: Forensic Investigations at Absa Bank Zambia Plc (formerly Barclays Bank Zambia Plc)Manager: Forensic Investigations at Absa Bank Zambia Plc (formerly Barclays Bank Zambia Plc)