Charity Chikoti
Lusaka,Zambia
Summary
Experienced Contact Centre Manager with over 10 years of experience in the banking industry, including AB Bank Zambia, a subsidiary of Access Holdings in Germany. Demonstrated success in enhancing business processes, spearheading Project Management initiatives, implementing digital loan assessment tools to streamline operations. A proven driver of revenue growth and custodian of customer loyalty. Proficient in optimizing operations across various departments, including business analysis and lending. Adept in financial administration, adept team leadership, and adept at cultivating productive relationships. Eagerly seeking a new role with ample opportunities for professional growth.
Overview
12
12
years of professional experience
2
2
years of post-secondary education
Work History
Contact Center Manager
AB BANK ZAMBIA
Lusaka
2022.07 - Current
- Set and manage performance benchmarks for call center employees
- Developed quality assurance standards and established targets for all staff
- Managed all social media channels for the bank.
Branch Manager
AB Bank Zambia
Lusaka
2019.07 - 2022.06
- Engaged employees in business processes using positive motivational techniques
- Optimized staff productivity through conflict resolution, performance reviews, training initiatives, and scheduling management
- Assessed employee performance and developed improvement plans
- Ensured adherence to company policies and government regulations.
SME Credit Supervisor
AB Bank Zambia Limited
Lusaka
2016.01 - 2019.02
- Managed the SME team portfolio
- Conducted financial assessments and approved loans
- Managed arrears management for the team portfolio
- Conducted performance evaluations and ensured KPIs were met
- Managed client relationships.
SME Credit Officer
AB Bank Zambia
Lusaka
2013.02 - 2015.12
- Conducted credit assessments
- Managed the loan portfolio, including assessment, risk evaluation, disbursement, and recovery
- Assessed the creditworthiness of potential clients.
Call Center Agent
Celpay Zambia
Lusaka Province
2012.05 - 2013.02
- Achieved daily targets for mobile money awareness
- Activated dormant MTN mobile accounts
- Updated missing customer details for KYC for Stanbic Bank.
Education
Master Of Science in Economics and Finance - Economics
University Of Lusaka
Zambia 2023.07 -
Certification in Management - Management Development
Access Campus
Berlin, Germany 2021.04 - 2022.10
Customer Relationship Management and Training of Trainers -
Frankfurt School of Finance and Management
Bachelor of Arts in Economics - undefined
Kampala International University
A-Level - undefined
Academic International School
O-Level IGCSE - undefined
IGCSE Laureate International School
Skills
- Process Improvement
- Project Manager
- Digital Loan experience
- Operational Reports and Regulatory Compliance
- Coaching, Mentoring, and Performance Review
- Banking Products and Services
- Business Relationship Management and Sales Support
- Problem Anticipation and Resolution
- Work Planning and Critical Thinking
- Time Management
- Loan Process Background
- Customer Service and Excellent Verbal/Written Communication
- Proficient in Microsoft Office
Accomplishments
- Customer Relationship Management and Sales Training, Frankfurt School of Finance and Management
- Bank of Zambia (Female and Male Operated Small Enterprises) check tool training, conducted in conjunction with the International Labor Organization (ILO)
- Successfully led the branch from negative profitability to positive profitability in 2020-2021 post the COVID-19 pandemic
- Managed 5% of the total bank loan portfolio as an SME Credit Officer by the end of 2015
- Progressed from Trainee Loan Officer to Supervisor, Branch Manager, and currently Contact Center Manager
- Third Best Graduating student, Access Campus Berlin, Germany.
Custom
- Felix Lesa, Country Head Retail Banking, UBA Zambia, +260977562133
- Mr. Alex Valeta, Zambia Association of Chambers of Commerce Trade and Industry, +260977773191
- Zibenji Moyo, Human Resource Manager, AB Bank Zambia, +260974777967
Timeline
Master Of Science in Economics and Finance - Economics
University Of Lusaka
2023.07 -
Contact Center Manager
AB BANK ZAMBIA
2022.07 - Current
Certification in Management - Management Development
Access Campus
2021.04 - 2022.10
Branch Manager
AB Bank Zambia
2019.07 - 2022.06
SME Credit Supervisor
AB Bank Zambia Limited
2016.01 - 2019.02
SME Credit Officer
AB Bank Zambia
2013.02 - 2015.12
Call Center Agent
Celpay Zambia
2012.05 - 2013.02
Customer Relationship Management and Training of Trainers -
Frankfurt School of Finance and Management
Bachelor of Arts in Economics - undefined
Kampala International University
A-Level - undefined
Academic International School
O-Level IGCSE - undefined
IGCSE Laureate International School
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