Charity Chikoti

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.

• 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.

• 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