Felesha Chisala Mwape
Chingola
Summary
A dynamic leader with a proven track record at Western Union, I excel in staff management and complex problem-solving. My approach has significantly enhanced team productivity and customer satisfaction. Skilled in strategic planning and employee motivation, I foster environments where achievements are recognized and goals surpassed, demonstrating a commitment to excellence and continuous staff development.
Overview
5
5
years of professional experience
Work History
(FLA)supervisor
Western Union (cactus Financial Services)
04.2022 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
Casualty Claims Specialist
Pep Store
09.2020 - 04.2022
- Monitored industry trends to stay current on emerging issues impacting casualty claims management strategies.
- Provided exceptional customer service, addressing policyholder concerns and answering questions in a timely manner.
- Managed complex casualty claims, ensuring accurate evaluation of damages and appropriate settlement offers.
- Improved claim resolution times by implementing efficient investigation and evaluation techniques.
- Streamlined claims handling processes for increased productivity and customer satisfaction.
- Leveraged analytical skills to identify potential fraud patterns within submitted claims data sets.
- Reduced claims processing time with thorough documentation and effective communication with involved parties.
- Enhanced team performance through ongoing training and development initiatives tailored to individual needs.
- Participated in internal audits to maintain quality control standards across the organization''s claims department.
- Oversaw training sessions aimed at improving negotiation skills among colleagues resulting in better outcomes during settlement discussions.
- Negotiated settlements with claimants and their representatives, achieving fair resolutions while minimizing financial risk for the company.
Salesperson
Lafarge Cement Company
04.2020 - 07.2020
- Provided exceptional customer service, resulting in numerous positive reviews and referrals.
- Boosted sales by consistently engaging with customers and addressing their needs effectively.
- Negotiated contracts skillfully, securing favorable terms for both company and client.
- Enhanced product knowledge by attending training sessions and staying current with industry trends.
- Exceeded monthly targets by diligently following up on leads and closing deals promptly.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Set and achieved company defined sales goals.
Waitress Trainee
Chill Out Restaurant and Bar
11.2019 - 02.2020
- Handled high-pressure situations calmly during peak hours while maintaining exceptional service standards.
- Developed strong multitasking skills by simultaneously managing multiple tables and attending to various guest needs.
- Ensured accurate order-taking and timely delivery of meals to guests, resulting in positive feedback and repeat business.
- Enhanced customer satisfaction by providing attentive and friendly service during busy shifts.
- Responded promptly to customer inquiries or concerns, demonstrating excellent problem-solving abilities.
- Displayed strong attention to detail when setting tables and presenting dishes, enhancing the overall dining experience for guests.
- Collaborated with team members to create a positive work atmosphere, fostering camaraderie among staff.
- Maintained a clean and comfortable dining environment for patrons, ensuring an enjoyable experience.
- Maintained professional demeanor even difficult interactions resolving conflicts tact diplomacy.
Education
Certificate - Cloud Computing / Information Technology
Digital Witch Community
Nigeria Skills
- Training and mentoring
- Goal oriented
- Staff management
- Customer service
- Employee motivation
- Decision-making
- Attention to detail
- Complex Problem-solving
- Strategic planning
- Staff development
- Staff discipline
- Team building
- Processes and procedures
Timeline
(FLA)supervisor
Western Union (cactus Financial Services)
04.2022 - Current
Casualty Claims Specialist
Pep Store
09.2020 - 04.2022
Salesperson
Lafarge Cement Company
04.2020 - 07.2020
Waitress Trainee
Chill Out Restaurant and Bar
11.2019 - 02.2020
Certificate - Cloud Computing / Information Technology
Digital Witch Community
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