Cleopus Chiseko
Economist
Lusaka,Lusaka
Summary
Client-focused Business Manager offering diverse experience in customer service, business management and project coordination. Quickly builds relationships with both new clients and business audiences. Quick-learning with excellent multi-tasking skills and mastery of new technology. Commended for innovation and creative problem-solving to address business challenges. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
Business Manager -Relationship Manager
Stanbic Bank Zambia
01.2023 - Current
- Communicated with customers and vendors positively with particular attention to problem resolution.
- Created, managed, and executed business plan and communicated company vision and objectives to motivate teams.
- Assisted with hiring process and training of new employees.
- Processed vital documentation, completed forms and obtained appropriate insurance verification and authorization for services.
Business Banker-Relationship Manager
Stanbic Bank Zambia
01.2018 - 12.2022
- Met with existing clients and prospects through personal calling efforts and other contacts to discuss business needs.
- Reviewed deposit profitability analysis and outlined strategies to bring unprofitable accounts back to productive status.
- Assisted in planning portfolio growth through development of business plans in alignment with departmental budget and consistent with overall objectives.
- Maintained up-to-date knowledge of competitors' products.
- Worked with borrowing clients to procure updated financial information on ongoing basis.
- Offered competitive commercial banking solutions and retail financing options.
- Met with members to understand goals and recommend solutions to fit specific needs.
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
- Networked to identify potential new clients and expand geographic territories.
- Built and deepened productive relationships with prospective and competitive customers to drive sustained growth.
- Developed advanced product knowledge to share current information while generating and delivering products quotes.
Business Account Analyst
Stanbic Bank Zambia
01.2016 - 12.2018
- Forecasted account needs and metrics based on market and product data.
- Interacted professionally with clear, intentional communication and set appropriate expectations on timeline of deliverables.
- Supported Account Manager with incoming inquiries from existing clients.
- Developed and maintained successful business partnerships to address and proactively manage service issues.
- Partnered with Account Manager to support preparation of client materials to educate, train and inform on benefits, services and self-administration tools.
- Generated comprehensive reports on portfolio performance and risk assessment.
- Created financial strategies to optimize portfolio performance and reduce risk.
- Conducted due diligence on potential investments and presented findings to investors.
- Helped clients make optimal decisions on amounts and timing of capitalization.
- Coordinated with financial advisors to develop long-term investment strategies.
- Orchestrated client-centered financial packages factoring in current market trends.
Customer Consultant
Stanbic Bank Zambia
05.2013 - 12.2015
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- 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.
- Listened to customers in actively to assess issues and provide accurate information.
- Assisted customers with product selection and troubleshooting, providing accurate information and guidance to foster satisfaction.
- Developed and implemented strategies to improve customer service experience, resulting in increased satisfaction.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Analyzed customer feedback and generated reports to identify trends and opportunities for improvement.
- Collaborated with cross-functional teams to provide timely and accurate responses to customer inquiries.
- Contacted outside providers on behalf of customers to help solve problems.
- Monitored customer service performance to enforce quality and accuracy standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Direct Sales Agent
Stanbic Bank Zambia
04.2012 - 05.2013
Education
Business Studies - Business Studies
Perth Institute of Business And Technology
Perth,AustraliaUndergraduate Certificate in University Found Stud
Perth Institute of Business And Technology
Perth,AustraliaSenior School Certificate
Ibex Hill School
LusakaJunior Certificate
Justine Kabwe Basic School
LusakaGrade Seven Certificate
Masala Basic School
NdolaBachelor of Arts - Economics And Management
Edith Cowan University
Perth,Australia12.2020
Skills
- Process Improvement
- Customer Relationship Management
- Financial Management
- Monitor daily referrals to ensure that client facilities are managed within the risk parameters
- Drive effective query management and client feedback
- Resolve diverse problems in own area, using judgement and discretion
- Require to operate independently under managerial direction (rather than control) within portfolio, broad policy and procedural parameters May go outside of established methods to reach given objectives but will always remain within acceptable broad policy guidelines
- Authorize value transactions within limits and to be able to take the initiative within limits of authority
- Monitor and manage (in collaboration with internal business partners) the delivery of service in line with service level agreements, standards, and turnaround times within the centre
- Develop a deep understanding of client’s business through regular interaction with clients at their place of business as per segment value proposition guidelines
- Adopts the ecosystem methodology and client value analysis to understand clients needs and provide solutions to meet those needs
- Responsible for driving personal/business interplay aligned with the ecosystem methodology
- Manage portfolio based on a close knowledge and understanding of client’s activities and account conduct
- Perform a proactive liaison role at appropriate levels, between relevant stakeholders for example, credit department to ensure client service expectations are fully met
- Utilize the banks client relationship management (CRM) tool to ensure accurate and updated client information and effectively manage the relationship
- Develop and implement a client-calling schedule to visit all clients in the portfolio
- Manage all client service expectations and ensure that all are met/exceeded
- Provide a central advisory role to the client
- Motivate and processes credit applications timeously
- Notify customers regarding the approval/decline including reasons thereof, on credit loan facilities
Accomplishments
- Best sales personnel countrywide and I have a positive track record and sound understanding of SME market and commercial Banking clients.
- Top asset deal for the department Enterprise Banking 2022
- Top Deposit Mobilization 2022
Play football, watching soccer matches, reading interesting books, Gardening at home
I enjoy watching soccer in my spare time and reading christian books
Timeline
Business Manager -Relationship Manager
Stanbic Bank Zambia
01.2023 - Current
Business Banker-Relationship Manager
Stanbic Bank Zambia
01.2018 - 12.2022
Business Account Analyst
Stanbic Bank Zambia
01.2016 - 12.2018
Customer Consultant
Stanbic Bank Zambia
05.2013 - 12.2015
Direct Sales Agent
Stanbic Bank Zambia
04.2012 - 05.2013
Business Studies - Business Studies
Perth Institute of Business And Technology
Undergraduate Certificate in University Found Stud
Perth Institute of Business And Technology
Senior School Certificate
Ibex Hill School
Junior Certificate
Justine Kabwe Basic School
Grade Seven Certificate
Masala Basic School
Bachelor of Arts - Economics And Management
Edith Cowan University
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