Agnes Ntandwe Mumba
Lusaka
Summary
Proven track record in enhancing customer service and financial management at Cavmont Bank, leveraging strong analytical thinking and problem-solving skills. Excelled in creating strategies that improved customer satisfaction and operational efficiency. Demonstrated commitment to knowledge creation and ethical practices, achieving significant trust and loyalty from clients.
Overview
5
5
years of professional experience
Work History
Bank Teller
Access Bank
2021.01 - 2021.04
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Processed customer transactions promptly, minimizing wait times.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
Bank Teller
Cavmont Bank
2019.08 - 2020.12
- Generated monthly reports on customer activity and customer feedback.
- Calculated fees due, interest and change for customer transactions.
- Trained new hires on customer service policies and procedures.
- Received loan and utility payments, sending funds to correct destinations.
- Performed basic administrative tasks regarding banking products.
- Balanced bank vault of daily cash for withdrawals and deposits.
-
Customer Service Specialist
Cavmont Bank
2018.06 - 2019.08
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Provided outstanding service to new and long standing customers by attending closely to concerns and developing solutions.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Increased efficiency and team productivity by promoting operational best practices.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Financial Coordinator
DeVere Group
2016.06 - 2016.11
- Answered questions over phone and in-person regarding investments that were available to clients.
- Coordinated meetings between individual clients and wealth consultants with regards to financial investments.
- Created strategies to achieve sales targets.
Education
LLB - Law
The University Of Zambia
Lusaka Zambia10.2023
Bachelor of Arts - Development Studies
The University Of Zambia
Lusaka, Zambia11.2015
High School Diploma -
Fatima Girls Secondary School
Ndola11.2009
Skills
- Problem-solving
- Observant and assertive
- Honest and Ethical
- Committed to Knowledge Creation
- Customer Service
- Task Prioritization
Languages
English
Native language
Bemba
Beginner
A1
Additional Information
REFEREES
To be provided upon request.
Timeline
Bank Teller
Access Bank
2021.01 - 2021.04
Bank Teller
Cavmont Bank
2019.08 - 2020.12
Customer Service Specialist
Cavmont Bank
2018.06 - 2019.08
Financial Coordinator
DeVere Group
2016.06 - 2016.11
LLB - Law
The University Of Zambia
Bachelor of Arts - Development Studies
The University Of Zambia
High School Diploma -
Fatima Girls Secondary School
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