EMMAUEL KATONGO MBAO
Summary
Dynamic and results-driven Customer Service Professional with over 3 years of experience in telecommunications, renewable energy, and financial services. Expertise in managing customer relationships, resolving complex issues, and driving operational efficiency. Highly skilled in cross-cultural communication, problem-solving, and sales conversion strategies. A proven track record of exceeding performance targets and delivering exceptional customer experiences. Adaptable to diverse environments with a commitment to community empowerment and sustainable development. Seeking to contribute skills and leadership to organizations focused on customer experience, social impact, and growth.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Executive ( Prospect Department)
Sunking
07.2024 - Current
- Company Overview: Greenlight Planet
- Surpass monthly sales targets by 30%, driving customer acquisition and loyalty for solar energy solutions
- Provide expert education on renewable energy, guiding customers through product selection, installation, and the SunKing Solar Easy Buy payment plan
- Manage product upgrades for solar energy solutions, ensuring seamless transitions and enhanced customer satisfaction
- Maintain detailed records of customer interactions, ensuring compliance with company policies
- Awarded 'Best Performer' in September 2024 and recognized with the Customer Service Week Excellence Certificate (October 2024)
- Greenlight Planet
Customer Service Executive -Back Office Department
iSON Xperiences Zambia Limited
05.2024 - 07.2024
- Company Overview: Airtel Zambia
- Processed and verified money reversal requests with high accuracy, ensuring compliance with service-level agreements (SLAs)
- Led JERA escalations for funds held in customer accounts for over 3 to 6 months, ensuring timely resolution and adherence to financial regulations
- Collaborated with cross-functional teams to resolve complex cases with utility partners such as ZESCO, improving operational efficiency and customer satisfaction
- Streamlined escalation processes, reducing response times for high-priority cases
- Airtel Zambia
Call Center Customer Care Representative
iSON Xperiences Zambia Limited
04.2023 - 05.2024
- Company Overview: Airtel Zambia
- Managed high-volume inbound inquiries related to billing, service activation, and account management, consistently providing accurate solutions
- Escalated fund reversal cases to the back office and ensured prompt follow-up and resolution
- Assisted clients with PIN resets and account security, ensuring that all security questions were answered correctly for smooth and secure account access
- Helped customers bar their accounts through secure verification methods to prevent unauthorized transactions
- Educated customers on Airtel's products and services, improving customer retention and loyalty
- Recognized as 'Best Performer' in November 2023 and April 2024 for exceptional customer service
- Airtel Zambia
Customer Care Executive(Outbound)
iSON Xperiences Zambia Limited
11.2022 - 05.2023
- Company Overview: MTN Ayo Insurance
- Led outbound campaigns to educate customers on insurance products, consistently exceeding sales and engagement targets
- Assisted clients through the claims process, ensuring accurate documentation and timely resolution
- Received recognition for outstanding contributions to customer experience and business growth
- MTN Ayo Insurance
Mobile Money Operator
JohnBesa Mobile Money Outlet
09.2018 - 09.2019
- Operated mobile money services, including Airtel Money, MTN, and Zoona, facilitating various transactions such as deposits, withdrawals, and account inquiries with high accuracy
- Assisted clients in sending and receiving international money transfers via Zoona to/from countries such as Malawi, Tanzania, South Africa, Kenya, and Botswana, ensuring secure and timely transactions
- Managed SIM card registrations, ensuring compliance with regulatory standards and smooth account setup
- Promoted safe and secure usage of mobile money services, contributing to increased customer trust, service adoption, and financial inclusivity
Skills
- Customer Relationship Management (CRM)
- Cross-Cultural Communication
- Problem-Solving & Conflict Resolution
- Sales Conversion & Strategy
- Data-Driven Decision Making
- Multichannel Customer Engagement
- Team Collaboration & Leadership
- Customer Experience Optimization
Languages
English
Bilingual or Proficient (C2)
Bemba
Bilingual or Proficient (C2)
Nyanja
Upper intermediate (B2)
Hobbies and Interests
- Exploring global trends in customer service innovation and technology.
- Advocating for sustainable energy solutions and promoting financial literacy.
- Continuously developing proficiency in new languages to enhance cross-cultural communication.
- Engaging in professional development activities related to customer experience management and leadership.
Achievements And Awards
- Awarded 'Best Performer' multiple times for exceeding sales targets, delivering exceptional customer service, and consistently meeting KPIs.
- Spearheaded initiatives that improved customer service processes, reducing resolution times and increasing customer satisfaction.
- Developed and implemented customer education programs on financial literacy and renewable energy, enhancing customer empowerment and brand loyalty.
- Enhanced internal processes that contributed to a significant reduction in service resolution times, leading to improved overall customer experience.
Certification
Customer Service Foundations National Association of State Boards of Accountancy (NASBA) – LinkedIn Learning
Completed: February 5, 2025
Skills: Customer Support, Customer Service
CPE Credits: 2.60
Certified Customer Care Representative
iSON Experiences – New Hire Induction Program
Completed: 22nd December 2023.
Timeline
Customer Service Executive ( Prospect Department)
Sunking
07.2024 - Current
Customer Service Executive -Back Office Department
iSON Xperiences Zambia Limited
05.2024 - 07.2024
Call Center Customer Care Representative
iSON Xperiences Zambia Limited
04.2023 - 05.2024
Customer Care Executive(Outbound)
iSON Xperiences Zambia Limited
11.2022 - 05.2023
Mobile Money Operator
JohnBesa Mobile Money Outlet
09.2018 - 09.2019
Customer Service Foundations National Association of State Boards of Accountancy (NASBA) – LinkedIn Learning
Completed: February 5, 2025
Skills: Customer Support, Customer Service
CPE Credits: 2.60
Certified Customer Care Representative
iSON Experiences – New Hire Induction Program
Completed: 22nd December 2023.