Tricia Mukondola Tembo
Lusaka
Summary
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
Remediation Officer
Barclays Bank Zambia
01.2019 - 06.2019
- Reviewing high-risk customers, ensuring compliance, coaching retail branches, compiling statistics
Personal Banker
Barclays Bank
12.2017 - 12.2018
- Explaining retail bank products, opening accounts, handling queries and complaints, financial analysis
Attachment in Human Resources - Barclays Learning Leadership and Talent Centre
Barclays Bank
01.2017 - 04.2017
- Evaluating trainings, preparing management information, organizing learning events
Attachment in Human Resources - Barclays Payroll and Pension Office
Barclays Bank
05.2017 - 11.2017
- Preparing payroll entries, reconciliations, inputting amendments, advising on pension matters
Prestige Banker
Barclays Bank
03.2008 - Current
- Explaining retail bank products, opening accounts, handling queries and complaints, financial analysis
Volunteer Trainer
Barclays Bank
06.2008 - Current
- Training staff in customer service, designing training materials, facilitating training events
Direct Sales Agent
Barclays Bank
05.2007 - 02.2008
- Recruiting customers, explaining products, identifying customer needs, completing account opening documentation
Part-Time Lecturer
University of Zambia
01.2007 - 12.2008
- Presenting lectures, preparing study materials, invigilating exams
Assistant Accountant
Fast Fuel Distributors
01.2006 - 06.2006
- Banking sales income, managing petty cash, preparing reconciliations
Education
Bachelor of Science in Accountancy -
University of Lusaka
Diploma in Human Resource Management -
University of Zambia
National Accounting Technician Certificate (NATech) -
Zambia Institute of Business studies and Industrial Practice (ZIBSIP)
School Certificate (O`Levels) -
Kabundi Secondary School
Skills
- Analytical and Critical Thinking
- Performance Tracking and Evaluation
- MS Office
- Social Perceptiveness
- Workforce Management
- Customer Relationship Management
- Customer-focused
- Employee Development & Talent Development
- Call Center Management
- Exceptional telephone etiquette
- Training and mentoring
- Team Leadership
Competencies And Capabilities
- Good inter-personal and Influential skills
- Communication & Presentation skills
- Financial and Analytic Skills
- Powerpoint & MS Office Suite
- Talent & employee development
- Leadership & Mentoring
Short Courses
- April - May 2017, Investment Advisors and Stockbrokers Course, Zambia College of Pensions and Insurance Trust
- October 2008, Certificate in Customer Service, ZAMHOST, Lusaka
- June 2008, Certificate in Training of Trainers, In-service Trust, Lusaka
- June 2005, Certificate in Microsoft Excel & Microsoft Word, Life skills training centre, Kabwe
In House Training
- Effective Mentorship
- First Aider
- Customer Services Skills
- Know Your Customer (KYC)
- Complaints Handling
- Emerging leader Training
- Coaching skills and Mentorship
- Relation building
- Anti-Money Laundering and Fraud prevention
- Conflict Resolving
Recognitions And Awards
- 2022 Strong Performer
- 2022 Star Awards Winner under colleague category
- 2021 Outstanding performer and member of Managing Director s club
- Top three insurance sales performers for the year 2018-2019 Managers Conference
- Five out of six times washala washala campaign Barclays internal campaign winner -2018
- Retail Star of the Quarter in Customer service for Quarter 3 of 2014
- Overall Customer Service Award - 2012
- Warded for good interpersonal skills by Barclays Zambia - Spot on award -2011
- Awarded Global Retail Banking Lives made much easier for customers by Barclays Retail Group while at Longacres in 2011
- Received Recognition by Anthony Jenkins – Group chief Executive
- Recognized for exceptional Bank service while at Barclays Kabulonga by Peace Corps Zambia an American Agency in 2010
Affiliation
Zambia Institute Human Resource Management
Personal Information
- Age: 43 years
- Gender: Female
- Nationality: Zambian
- Marital Status: Married
Contact Nos
0977 744 970
References
- Mr. Daniel Zulu, People Business Partner, Absa Bank Zambia, P.O. Box 31936, Lusaka, +260 211 430 241, +260966742034, daniel.zulu@absa.africa
- Rev. Fr Richard Chaklala, Catholic Reverend Priest, Lusaka Diocese, P.O Box 32754, +260 0977 699 469, +260 0977 342266, chakhala2@gmail.com
- Mr. Ngosa Chibale, Export Sales and Service Manager, Zambia Sugar, P.O Box 30489, Lusaka, +260 211 -241502, +260 760 633 458, NChibale@zamsugar.zm
Hobbies and Interests
- Gardening, Cooking, Watching TV, and Meeting People
- Member of the ABSA fitness Clubs
Timeline
Quality Assurance Analyst
Absa Bank Zambia
02.2022 - Current
Contact Centre Consultant
Absa Bank Zambia / Barclays Bank
07.2019 - 01.2022
Remediation Officer
Barclays Bank Zambia
01.2019 - 06.2019
Personal Banker
Barclays Bank
12.2017 - 12.2018
Attachment in Human Resources - Barclays Payroll and Pension Office
Barclays Bank
05.2017 - 11.2017
Attachment in Human Resources - Barclays Learning Leadership and Talent Centre
Barclays Bank
01.2017 - 04.2017
Volunteer Trainer
Barclays Bank
06.2008 - Current
Prestige Banker
Barclays Bank
03.2008 - Current
Direct Sales Agent
Barclays Bank
05.2007 - 02.2008
Part-Time Lecturer
University of Zambia
01.2007 - 12.2008
Assistant Accountant
Fast Fuel Distributors
01.2006 - 06.2006
Bachelor of Science in Accountancy -
University of Lusaka
Diploma in Human Resource Management -
University of Zambia
National Accounting Technician Certificate (NATech) -
Zambia Institute of Business studies and Industrial Practice (ZIBSIP)
School Certificate (O`Levels) -
Kabundi Secondary School
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