Charton Mubanga
Summary
Enthusiastic professional with experience in managing operations, strategy, cx and care, digital acceleration, marketing, sales, retention, budgeting and performance management.
Overview
10
10
years of professional experience
Work History
Regional Cx and Care Coordinator - Southern Region
MultiChoice Group
03.2020 - Current
- Implore the Southern Region strategy
- Supports Cx and Care vision and strategies and leads efforts to enhance experiences in various relevant channels
- Provide input into meaningful target setting and forecasting for Cx and Care KPI’s across all channels
- Interface across customer business areas at the Region to ensure alignment and that the operations function’s requirements are catered
- Manage and drive real-time process, including discussion on call/file routing, agent skilling/attributing to maximize agent utilization
- Support Southern Region markets in periodically checking and ensuring that their respective BPO partners are aligned to the customer experience expectations and to the CX strategy framework
- Manage any new system rollouts for the region, including operational readiness plans in collaboration with the Integration and Planning stakeholders
- Coordinate, plan and optimize workforce scheduling and forecasting for multiple touch points (contact center, branches and assisted digital)
- Provide oversight and on OTT penetration and drive attainment of activities across business functions
- Provide timely and accurate management reports and analysis, including the creation and maintenance of regular and ad hoc reporting and the development of improved reporting processes
- Built strong relationships with clients to deliver emotional support and companionship.
- Determined need for special assessment activities for complex cases, effectively handling care plans.
Southern Digital Hub Coordinator – Southern Region
Multichoice Group
09.2019 - 02.2020
- Drove the implementation of the social Digital Hub strategy
- Streamlined hub operations by implementing efficient scheduling and resource allocation strategies.
- Implemented performance metrics to evaluate individual team member success, driving continuous improvement and professional growth.
- Assisted in the development of hub operational policies and procedures, ensuring compliance with industry standards and best practices.
- I was single point of contact between BPO and the Regional office
- Conducted monthly team meetings to review performance metrics, discuss areas for improvement, and share best practices among colleagues.
- Analyzed data trends from daily operations reports to identify inefficiencies or opportunities for process improvements within the hub center workflow.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Kept high average of performance evaluations.
- Coordinated activities in Botswana, Malawi, Namibia, Zambia and Zimbabwe with the Social Digital Hub.
- Drove compliance of BPO to meet business KPI’s.
Call Centre Supervisor
Multichoice Zambia
03.2017 - 08.2019
- Led in strategy implementation for the call centre.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Proved successful working within tight deadlines and a fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Worked flexible hours across night, weekend and holiday shifts.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Daily operational management aligned to achieve goals
- Conducted performance management appraisals.
- Formulated departmental budget.
- Led in work force management and forecasting
- Lead the integration of new call centre systems and training.
Ndola Branch Coordinator
Multichoice Zambia
03.2016 - 02.2017
- Balanced operational awareness with customer focus.
- Improved branch efficiency by streamlining processes and implementing time-saving strategies.
- Coordinated staff schedules for optimal coverage during peak business hours.
- Increased customer satisfaction with prompt resolution of issues and concerns.
- Managed branch inventory, ensuring adequate supply levels for daily operations.
- Oversaw financial transactions to maintain accuracy in accounting records and reduce discrepancies.
- Collaborated with team members to achieve branch goals and objectives.
- Implemented marketing initiatives to increase brand awareness and drive sales growth within the branch.
- Ensured compliance with company policies, procedures, and regulatory requirements at all times.
- Assisted in recruiting efforts to attract top talent for open positions within the branch.
- Conducted performance evaluations for staff members, providing constructive feedback on areas needing improvement, training and development opportunities.
- Coordinated meetings between various departments at the branch level to address any operational challenges.
- Contributed to the continuous improvement of processes across different functions within the organization.
- Generated financial and operational reports to assist management with business strategy.
- Developed strategic plans for day-to-day financial operations.
- Ensure customer needs and requirements are satisfied through appropriate product systems, process and procedures.
- Maintain corporate image of the branch
- Exercised good credit administration and internal controls to prevent fraud and losses.
Customer Service Representative
Multichoice Zambia
11.2013 - 02.2016
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Assisting in the Public Relations
- Participating in the self-service clinics
- Adhering to company policies and procedures.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Streamlined call center processes for improved efficiency and reduced wait times.
Education
Bachelor’s Degree of Business Administration -
University of Lusaka
12.2019
Diploma in Law -
National Institute of Public Administration
12.2011
Skills
- Strategic Planning
- Progress Monitoring
- Care Plan Management
- Multidisciplinary Team Collaboration
- Organizational Skills
- Training and development
- Project management
- Critical thinking
- Performance monitoring
- Data analysis
- Behavioral Management
- Strong Ethics
Qualification Summary
Performance-driven, insightful, smart and dedicated service personnel with a grasp in corporate business administration, with a strong bias towards customer liaison supervision, performance management, project management and operations management.
Attributes
Hard working, team player, open-minded, Versatile, Outgoing, Assertive and Self-disciplined. Self-motivated and able to work in a dynamic, expanding, multicultural, leading-edge technology, competitive and performance driven environment.
Additional Areas Of Experience
- Assistant trainer – MultiChoice Zambia attached to Human Resources Department
- Chairperson - MultiChoice Staff Representative Council
Driver License
Holder of a clean driver’s license (C1)
References
- Ms. Natasha Baghas, Regional Head of Cx and Care, Southern Region (MAH), +27 608 543 057, Natasha.Baghas@multichoice.co.za
- Ms. Stephanie Pillay, Managing Director, MultiChoice Botswana, +27 825 589 664, Stephanie.Pillay@bw.multichoice.com
- Mrs. Leah Kooma, Managing Director, MultiChoice Zambia, +260 978 980 213, Leah.Kooma@zm.multichoice.com
Training
Work force Management (WFM) Genesys (IWS) basic system training CCpulse How to be a Manager for the first time Customer Service – Installer & POS – Train the Trainer SOAR - Free to Grow Clarity Super User Training Customer Service Skills SAP - Swap Rules Customer Service and Tele-Marketing Training
Timeline
Regional Cx and Care Coordinator - Southern Region
MultiChoice Group
03.2020 - Current
Southern Digital Hub Coordinator – Southern Region
Multichoice Group
09.2019 - 02.2020
Call Centre Supervisor
Multichoice Zambia
03.2017 - 08.2019
Ndola Branch Coordinator
Multichoice Zambia
03.2016 - 02.2017
Customer Service Representative
Multichoice Zambia
11.2013 - 02.2016
Bachelor’s Degree of Business Administration -
University of Lusaka
Diploma in Law -
National Institute of Public Administration
Similar Profiles
Roland Mark AspelingRoland Mark Aspeling
Senior Product and Platform Owner at MultiChoice GroupSenior Product and Platform Owner at MultiChoice Group
Jackson NdunguJackson Ndungu
Head of Agency Markets at MultiChoice GroupHead of Agency Markets at MultiChoice Group
Francis AdeseghaFrancis Adesegha
FINANCE MANAGER at Multichoice GroupFINANCE MANAGER at Multichoice Group