CHITALU MULENGA
LUSAKA
Summary
Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
10
10
years of professional experience
Work History
KYC Supervisor
Zambia Telecommunication Company Limited
03.2023 - Current
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity of 50 back office agents
- Evaluated employee performance and coached and trained to improve weak areas.
- Achieved results by working with staff to meet established targets
- Maintained compliance with company policies, objectives, and communication goals
- Mentored newly hired employees on KYC criteria and developed training manual to use for reference
- Created successful work schedules for each team members to maintain deadlines and fully staff shifts
- Boosted team performance by developing KYC training materials and conducting KYC validation training.
Acquisition Agent
Zambia Telecommunications Company Limited
03.2015 - 03.2022
- Ensured 100 % validation and 75% audit of customer details to ensure conformity to regulator and business standard.
- Performed bulk company sim cards (Enterprise and High Valued Customers)
- Resolved all Internal/external KYC queries
- Prepared Daily, weekly and monthly performance reports for 50 KYC Office Temporal Staff
- Prepare Work and Payment Schedules for 50 KYC Back Office Temporal Staff
- Trained KYC Back office Temporal staff on KYC concept per regulator and business standard
- Trained Sales Team Leaders and Direct Sales Agents on KYC Concept and use of KYC mobile application
Junior Customer Consultant
Techmahindra Zambia Limited
12.2014 - 03.2015
- Resolved customer complaints inquires and queries over phone relating to products and services.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics
- Listened to customers in actively to assess issues and provide accurate information
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns
Data Entry Clerk
Zambia Telecommunications Company Limited
09.2013 - 09.2014
- Completed data entry tasks with accuracy and efficiency
- Sorted documents and maintained organized filing process
- Followed established procedures to enter and process data correctly
- Organized, sorted, and checked input data against original documents
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies
- Verified accuracy of data entered into system to produce error-free reports
- Scanned documents and saved in database to keep records of essential organizational information
Education
Bachelor of Arts - Mass Communication And Public Relations
12.2027
Diploma in Law -
09.2017
Certificate in Law -
2008
Secondary School General Education Certificate -
12.2007
Skills
- Computer Literate –Organize and complete tasks using software programs such as Microsoft Word, Excel and PowerPoint
- Microsoft Office
- Regulatory Compliance
- Resolving Complaints
- Scheduling and Coordinating
- Leadership
- Technical Proficiency
Affiliations
Chartered Institute of Customer Services Zambia
References
Alfred Daka
Yamikani Car Hire
Cell: +26095003239
Rodasi Goma
Head Customer Service- Zamtel
Cell: +260950003802
Inonge Nanduba
Customer Experience Manager at MTN
Cell: +260762200144
Brian Katemba Mulenga
+260978981127
Timeline
KYC Supervisor - Zambia Telecommunication Company Limited
03.2023 - Current
Acquisition Agent - Zambia Telecommunications Company Limited
03.2015 - 03.2022
Junior Customer Consultant - Techmahindra Zambia Limited
12.2014 - 03.2015
Data Entry Clerk - Zambia Telecommunications Company Limited
09.2013 - 09.2014
Cavendish University Zambia - Bachelor of Arts, Mass Communication And Public Relations
National Institute of Public Administration - Diploma in Law ,
National Institute of Public Administration - Certificate in Law,
Kabulonga Girls Secondary School - Secondary School General Education Certificate,
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