Cynthia Mwansa
Lusaka
Summary
Dynamic Customer Executive Officer with a proven track record at Unifi Credit, recognized for excellence in customer service and problem-solving. Demonstrated expertise in upselling and cross-selling strategies that significantly enhance client satisfaction and loyalty. Proficient in regulatory compliance and effective communication, consistently achieving exceptional results while building strong client relationships.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Executive Officer
Unifi Credit
Lusaka
06.2021 - Current
- Handled escalated customer complaints and disputes in a professional manner.
- Upheld strict adherence to confidential processing of communications.
- Answered phone with positive attitude and asked questions to better understand customer needs.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Collaborated with other departments within the organization on various projects.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Identified potential opportunities to upsell products or services to customers.
- Educated customers on products and services offered by the company.
- Cross-selling products and services.
- Proofread documents before submission; corrected any errors found in grammar or punctuation.
- Assisted with accounts receivable and accounts payable functions.
- Following up with customers on outstanding issues.
- Conduct credit evaluations, monitor repayment schedules, and adhere to regulatory guidelines.
- Manage loan applications, ensure compliance with microfinance policies, and maintain thorough documentation.
- Oversaw staff correspondence, record tracking and data communications, resulting in improved automation of office operations.
- Composed, edited and typed complex memos and reports with job-related software.
- Processed invoices for payment; tracked payments received from vendors and clients.
- Operated office equipment such as photocopiers, scanners, and fax machines.
Client Service Officer
Agora Microfinance
Lusaka
03.2021 - 05.2021
- Provided exceptional customer service to clients, responding quickly and efficiently to inquiries.
- Assess clients' financial situations, and provide personalized financial advice and solutions.
- Facilitate the onboarding process for new clients, ensuring a smooth transition into microfinance services.
- Collaborate with internal teams to address client inquiries, and resolve issues promptly.
- Conduct regular reviews of client portfolios to identify opportunities for additional services.
- • Implement customer retention strategies to enhance client loyalty and satisfaction.
Education
Bachelor of Science - Banking And Finance
Copperbelt University
Kitwe04-2021
Skills
- Team collaboration
- Active listening
- Problem solving
- Follow-up processes
- Customer support
- Financial assessment
- Regulatory compliance
- Data entry
- Sales techniques
- Customer service
- communication skills
- Client onboarding
- Product knowledge
- Call center experience
- Complaint handling
- Payment processing
- Cross-selling
- Documentation and reporting
- Time management
- Accounts payable
- Effective communication
- Attention to detail
- Phone etiquette
- Cross-functional communication
- Keyboarding skills
- Professional phone voice
- integrity
- Customer relationship management
- Interpersonal skills
Languages
English
First Language
Certification
- communication skills and stress management, Customer service skills and working in teams Certificate
REFERENCES
- References
• Jimmy Luwisha Manager, Agora Microfinance, Kasama Email: luwisha@agoramicrofinance.co.zm Mobile: +260 977 130 711
• Stanslous Ngosa Head of Corporate Service, Teaching Service Commission Email: ngosastan@gmail.com Mobile: +260 977 694 310
• Norah Kanyaka Branch Manager, UNIFI Credit Email: norahkanyakachundu@gmail.com Mobile: +260 975 002 703
Timeline
Customer Executive Officer
Unifi Credit
06.2021 - Current
Client Service Officer
Agora Microfinance
03.2021 - 05.2021
Bachelor of Science - Banking And Finance
Copperbelt University
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