Chilufya Boma
Lusaka
Summary
Resourceful and adaptable professional with experience in quality assurance, mortgage servicing, customer service, and administrative support. Skilled in performing audits, maintaining accurate records, and communicating effectively across teams. Proficient in tools such as MSP, ACES, Excel, and Microsoft Office. Recognized for being detail-oriented, fast-learning, and committed to delivering high-quality results.
Overview
2027
2027
years of professional experience
6
6
years of post-secondary education
Work history
Quality Assurance Specialist
FSI Outsourcing Company
04 2025 - 2026.05
- Conduct quality assurance audits on bankruptcy and foreclosure files using MSP and ACES platforms to ensure compliance with mortgage servicing guidelines.
- Conduct audits across key default servicing areas such as Foreclosure referrals, Post sale and Property preservations audits.
- Review legal documents, timelines, and status updates for accuracy and adherence to federal and investor requirements.
- Identify documentation discrepancies and operational deficiencies, providing timely feedback to internal teams for corrective action.
- Monitor critical milestones and timelines for default-related tasks, helping to prevent regulatory violations and penalties.
- Collaborate with process owners to implement corrective measures and process improvements based on QA findings.
- Maintain detailed audit trails and generate weekly reports to support internal reviews and external audits.
- Ensure adherence to FHA, FNMA, and Freddie Mac servicing standards where applicable.
- Led internal audits to uncover vulnerabilities and quality issues.
- Maintained compliance with regulatory requirements and company policies.
- Monitored regulatory changes and reviewed legislative documentation for consistent company compliance.
- Worked with internal teams to evaluate and implement quality initiatives.
- Collaborated with cross-functional teams, ensured consistency across all operations.
- Improved production processes with thorough evaluation and feedback.
- Defined and achieved product quality objectives and met product specifications.
Customer Service Representative
FSI Outsourcing Company
09 2024 - 04 2025
- Managed outbound calls to engage customers regarding overdue loan payments, providing courteous and professional service to maintain positive customer relationships.
- Educated customers on repayment options, loan terms, and penalties for non-compliance, ensuring transparency and understanding of financial obligations.
- Negotiated repayment plans with customers facing financial difficulties, tailoring solutions to their circumstances while adhering to company policies and guidelines.
- Conducted verification of customer account details to ensure accuracy and addressed discrepancies promptly to avoid delays in payment processing.
- Proactively followed up with customers on agreed repayment schedules to ensure timely collection and minimized delinquencies.
- Handled customer concerns or complaints regarding loan collections, resolving issues efficiently to maintain trust and customer loyalty.
- Maintained accurate and up-to-date records of customer interactions, payment agreements, and account statuses in the company database.
- Collaborated with internal teams to escalate and resolve complex cases, contributing to overall portfolio health and recovery goals.
Stock Controller
Choppies Supermarket
2014.01 - 2015.12
- Conducted regular reviews of slow-moving and obsolete items, recommending clearance sales or disposal strategies to optimize stock turnover.
- Inspected and evaluated incoming shipments, rejecting substandard materials and coordinating returns with suppliers.
- Maintained accurate stockroom records and generated detailed inventory reports for management decision-making.
- Collaborated with customers on customized packaging solutions, boosting sales by 5% through enhanced customer satisfaction.
- Monitored packaging supply inventory and proactively requisitioned materials, preventing shortages and ensuring uninterrupted operations.
Internet Café Attendant
Dreamstar Investments
2013.01 - 2019.01
- Assisted customers with software applications such as Microsoft Office Suite (Word, Excel, PowerPoint) and Adobe tools, improving their productivity and user experience.
- Delivered essential services including encoding, printing, downloading, and other client-specific requests with accuracy and efficiency.
- Maintained accurate logs and inventory records of café resources, enabling accountability and smooth daily operations.
- Supported customers with technical troubleshooting, creating clear process guides that streamlined workflows and enhanced service efficiency.
- Ensured a clean and organized workspace, fostering a welcoming environment that encouraged repeat business.
- Provided attentive, customer-focused service that resolved issues quickly and improved overall guest satisfaction.
Education
MBA - Business Administration Gemeral
University of Lusaka
Lusaka2026
Bachelor of Arts - Public Administration
National Institute of Public Administration
2020.01 - 2024.04
Diploma in Public Administration -
National Institute of Public Administration
2017.01 - 2019.01
General certificate of Education -
Kansenshi High School
Skills
- Knowledge of foreclosure and bankruptcy processes
- High attention to detail
- Team-oriented
- Strong communication skills
- Effective problem-solving
- Proficient in Microsoft Office
- Strong documentation and record-keeping
- Experience in tracking case timelines
- Skilled in identifying errors
- Ability to work under pressure
- Skilled in active listening
- Data gathering and review
- Microsoft Excel proficiency
- Regulatory compliance
Languages
English
French
Bemba
Nyanja
References
Gregory Mwape- FSIOutsourcing company
Team lead Quality Assurance
Gmwape@gmail.com
+260 97 9350538
Germain Mauwe- FSIOutsourcing company
Manager Customer Service
Gmauwe@gmail.com
+260 97 8982645
Sylvester Kantoolo- FSIOutsourcing company
Team lead, Customer service
Skantoolo@gmail.com
+260 97 3349387
Timeline
Bachelor of Arts - Public Administration
National Institute of Public Administration
2020.01 - 2024.04
Diploma in Public Administration -
National Institute of Public Administration
2017.01 - 2019.01
Stock Controller
Choppies Supermarket
2014.01 - 2015.12
Internet Café Attendant
Dreamstar Investments
2013.01 - 2019.01
Quality Assurance Specialist
FSI Outsourcing Company
04 2025 - 2026.05
Customer Service Representative
FSI Outsourcing Company
09 2024 - 04 2025
MBA - Business Administration Gemeral
University of Lusaka
General certificate of Education -
Kansenshi High School