Florence Chikonda

• Set business performance targets for Corporate Accounts, agreed with the Service Delivery Manager.
• Use appropriate performance metrics and measures to routinely monitor progress against targets, taking appropriate managerial action to ensure all sales targets are met or exceeded.
• Efficient use of all resources assigned to Corporate Accounts, ensuring that agreed customers' needs are met at a profit to Zamtel Zambia.
• Attend to customer queries within agreed SLAs.
• Ensure that customer specifications are met, and that the customer is satisfied with the end service and/or product. To generate revenue from sales of the following products/services:

Internet and Data

PSTN

Mobile

· Provide an important interface with customers

· Judgment is based predominantly on knowledge, skills and experience.

· Make most efficient use of resources, i.e. cost, people, time, etc.

· Work with existing processes and procedures in such a way that operational efficiencies and performance are enhanced

· Ensures achievement of specific sales targets, as agreed by the Senior Manager, Enterprise and Service Delivery Manager.

• Assisted other branches when needed during peak periods or special projects.
• Performed regular audits of financial records in order to ensure accuracy.
• Monitored financial performance of the branch on a monthly basis.
• Implemented internal control procedures to minimize risk exposure and maximize profitability.
• Provided feedback on employee performance evaluations conducted by supervisors.
• Analyzed data to identify trends related to products, services, customers and markets served by the branch.
• Resolved escalated customer complaints in a timely manner.
• Created reports summarizing operational performance metrics for senior management review.
• Coordinated promotional campaigns for new products or services in order to boost sales revenue.
• Developed strategies to increase customer satisfaction and loyalty.
• Facilitated weekly meetings with staff members to discuss progress on current initiatives.
• Conducted regular performance reviews for all employees in the branch.
• Maintained up-to-date knowledge of industry trends, competitive landscape and regulatory environment.
• Organized professional development programs for employees at all levels of the organization.
• Identified opportunities for process improvement initiatives within the branch.
• Established and built customer relationships through targeted outreach and initiatives.
• Disciplined employees to encourage compliance with company policies and procedures.
• Designed sales and service strategies to improve revenue and retention.
• Planned work schedules to maintain adequate staffing levels.
• Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
• Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.
• Verified cash by balancing cash drawers and maintaining cash count records.
• Managed and inspired team members to perform to full potential, driving branch profitability.
• Assigned duties to employees and examined work for accuracy, neatness and timeliness.
• Supported outside sales force in servicing and obtaining new business.
• Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
• Analyzed competitors and market trends to facilitate business growth.

Company: Airtel Zambia PLC, Lusaka.

Position: Team Leader - Customer Care

Duties and Responsibilities.

Providing hands-on support and guidance to agents.

Conducting coaching sessions for customer service representatives.

· Monitoring and maintaining performance standards (set targets).

Conducting coaching sessions for customer service representatives.

Identifying areas for customer service representative development to ensure continuous improvement.

Compiling and analyzing call center reports.