Hope M. Chisanga
Kitwe
Summary
Dynamic professional specializing in benefit administration and client relationship management at the National Pension Scheme Authority. Proven track record of enhancing team outcomes through analytical reporting and innovation management, resulting in rapid claims processing, and improved pensioner satisfaction. Proficient in Word, Excel, and PowerPoint, with a strong ability to mentor teams and drive strategic operational initiatives to play her part in ensuring the authority actualizes its 2026 strategic plan. Committed to fostering operational excellence, and delivering superior service to clients.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Accounts Management Associate-Claims
National Pension Scheme Authority, Kitwe
Kitwe
01.2021 - Current
- Assisted with the preparation of reports and presentations on benefits programs for senior management.
- Check the accuracy and completeness of benefits applications and documents, and process claims rapidly and accurately.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Developed and maintained benefits rejection trackers for quick resolution of discrepancies on claims, and served as a communication tool between customer service and benefits.
- Assisted with pensioners' enrollment with the health insurance provider at NHIMA.
Ag. Accounts Management Officer-Claims
National Pension Scheme Authority
Kitwe
08.2022 - 08.2022
- Maintained and approved accurate records of pensioners' life certificate renewals applications
- Responded promptly with assessments about possible additional benefits.
- Participated in benefits renewal process, analyzing proposals and making recommendations.
- Assisted with the weekly preparation of reports for senior management, tracking benefits processing.
- Coordinated benefits processing, including enrollments, reviewing, approvals and terminations of claims where necessitated.
Registration Clerk
National Pension Scheme Authority
Chililabombwe
11.2018 - 12.2020
- Analyzed large volumes of employer data quickly and accurately for inspections.
- Updated employer and member information, ensuring accuracy and compliance with regulatory standards.
- Facilitated seminars to promote NAPSA services, and collaborated with stakeholders to resolve discrepancies.
- Processed new and existing member and employer registrations, assisted with return uploads, and payments for employers.
- Scanned claims and sent them out for processing.
Fixed Consumer Sales Officer
ZAMTEL
Kitwe
11.2017 - 10.2018
- Developed and implemented strategic sales plans to achieve corporate objectives.
- Trained and mentored junior sales representatives and team members.
- Generated leads through networking, cold calls, and email campaigns.
- Set and monitored sales targets for individual team members and the team as a whole.
Direct Sales Officer - Digital Banking
ZANACO
Kitwe
11.2017 - 10.2018
- Promoted digital banking services, ensuring high levels of customer satisfaction, and compliance with sales objectives.
- Analyzed competitor offerings to maintain a competitive edge in product promotion.
- Analyzed competitor activities to stay abreast of changing trends in the industry.
- Presented products and services to prospective customers through face-to-face meetings or virtual conferencing.
Personal Assistant to Short Term Observers
European Union
Mufulira
08.2016 - 09.2016
- Managed special projects, contributing to team efforts and meeting project deadlines.
- Scheduled and confirmed appointments, preventing scheduling conflicts and optimizing time management.
- Prepared and edited correspondence, reports, and presentations to support business operations.
- Participated in care coordination conferences and staff meetings to improve skills set.
Education
Bachelor of Arts - B.A Psychology
University of Zambia
Lusaka05-2008
High School Diploma -
Mpelembe Secondary Schoo
Kitwe12-2002
Skills
- Administrative Oversight
- Benefit Administration
- Client Relationship Management
- Analytical Reporting
- Proficient in Word, Excel, PowerPoint
- Risk Management
- Proficient in Oracle ERP, Siebel, DMS, and ZNPF systems
- Innovation management
Certification
- Certificate of leadership training-ZUFIAW
References
- Mr. Kangwa Chishimba
Senior Accounts Management Officer, Claims
+260 977 454 449
kangwac@napsa.co.zm
- Mr. Ivaylo Pentchev
Long-Term Observer - E.U.
Sofia, Bulgaria
+359 988 700 039
ipentchev@gmail.com
- Mr. Rodwell Tundu
Investments Officer - Treasury
National Pension Scheme Authority, Lusaka
+260 974 847 477
tundur@napsa.co.zm
Timeline
Ag. Accounts Management Officer-Claims
National Pension Scheme Authority
08.2022 - 08.2022
Accounts Management Associate-Claims
National Pension Scheme Authority, Kitwe
01.2021 - Current
Registration Clerk
National Pension Scheme Authority
11.2018 - 12.2020
Fixed Consumer Sales Officer
ZAMTEL
11.2017 - 10.2018
Direct Sales Officer - Digital Banking
ZANACO
11.2017 - 10.2018
Personal Assistant to Short Term Observers
European Union
08.2016 - 09.2016
Bachelor of Arts - B.A Psychology
University of Zambia
High School Diploma -
Mpelembe Secondary Schoo
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