James George (MR) Mulenga
KYC Assistant
Lusaka,09
Summary
Knowledgeable and dedicated customer service professional with extensive experience in private industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
1
1
Certification
Work History
KYC Assistant
Zambia National Commercial Bank (ZANACO)
05.2023 - Current
- Contributed to the bank overall KYC achievement in monitoring,remediation of both digital and legacy account and uploading of all mandates collected from all the branches country wide by electronic data management system (EDMs).
- Ensure the maintenance of KYC/AML standards and policy compliance in accordance with the legal and regulatory obligations set standards for individuals,business and corporate accounts.
- To remediate incomplete KYC for all legacy accounts.
- Ensure that KYC is updated according to regulatory standards.
- Receive all information collected from branch engagements concerning non compliant KYC.
- Conducts regular updates on KYC mandates in line with the regulatory requirements.
- Provides hands on support for all information retrieval requests in line with the service levels agreement.
- Assist with all onsite records management requests from all units and branches.
- Support branches with onsite KYC registration preps on opened accounts before scanning at EDMs and new to bank accounts within 24 hrs of reporting.
- To meet all KYC remediation,monitoring and records management targets set by supervisors.
- End to end scanning and uploading of all KYC files received at central achieves and maintain accuracy and completeness of customer information.
- maintain an organized and up to date repository of customer identification documents,ensuring all records are accurate and complete.
- Identify all accounts with incomplete KYC .
- Receive reports concerning compliance rates for TPIN on all customers from superviser and complete remediation process as guided by superviser.
- Monitor compliance rate on customer information system.
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
- Increased efficiency by implementing new processes and providing administrative support to management.
- Demonstrated adaptability by quickly mastering new software applications for various tasks.
- Expedited project completion times due to the ability to multitask effectively under tight deadlines.
Call Center Customer Service Representative
Ulendo Taxi
11.2021 - 10.2022
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Resolved concerns with products or services to help with retention and drive sales.
- Answered over 600 calls per shift to meet fast-paced call center demands.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Responded to customer comments and questions via LiveChat during shifts.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
- Described product highlights and benefits to help guide purchasing decisions.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Sales Representative and Data Entry
Ulendo Taxi
03.2021 - 10.2022
- Increased sales by offering advice on purchases and promoting additional products.
- Achieved monthly sales goals by promoting product benefits and enrolling new clients.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
- Increased sales by offering consultation on products and services and applying customer service and upselling techniques.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
Research Associate
Zambia And Global Academic Journal For Research And Development
05.2019 - 08.2020
- Gathered, arranged and corrected research data to create representative graphs and charts highlighting results for presentations.
- Validated incoming data to check information accuracy and integrity while independently locating and correcting concerns.
- Helped team meet regulatory requirements by coordinating documentation and filings.
- Set up equipment, organized inventory and maintained facilities.
- Conducted economic studies which led to development of commodity pricing survey program.
- Supported design and implementation of survey instruments such as telephone questionnaires to obtain study information.
- Evaluated potential subject participants to assess suitability for planned studies.
- Distilled large amounts of information and produced reports, spreadsheets and documents outlining key details.
- Organized participant-informed consent waivers and research scope documentation.
- Completed exhaustive research into Topic using databases, physical records and digital resources.
- Conducted qualitative, quantitative and randomly analyses on regular basis.
- Developed macros, special formulas and other actions to produce reliable and consistent statistical reviews.
- Used stata and spss software to determine data-set correlations while initiating qualitative functions.
- Gathered and organized information for research purposes.
- Performed research into study topics to increase knowledge and to provide valuable contributions.
- Collaborated with team members to initiate best practices to achieve organizational goals.
- Wrote research papers, reports, reviews and summaries regarding inflation.
- Designed and executed study approaches.
- Led special projects through effective emergency resolution by diminishing obstacles and saving time.
- Completed testing projects by deadline and under budget for company-wide initiatives.
Research Assistant
The Zambian and Global Academic Journal
01.2018 - 01.2020
- Worked both independently and collaboratively in fast-paced working environment.
- Performed statistical, qualitative and quantitative analysis.
- Attended seminars and symposiums to improve overall knowledge and understanding.
- Gathered, arranged and corrected research data to create representative graphs and charts highlighting results for presentations.
Education
Bachelors of Arts - Economics
Cavendish university
10.2022
Certificate in general counselling - Counselling
Moonlight Health Institute
08.2016
Counselling certificate Moonlight health institute - Health Care Giver
Moonlight School
03.2015
Certificate in nursing care - General Counselling
Moonlight Health Institute
08.2014
Certificate In Microsoft Office - Microsoft Office (Package)
Mulele Mwana Training Institute (TEVETA)
09.2013
Examination Council of Zambia (ECZ - O Levels
Chizongwe Secondary School
11.2012
Certificate - A Levels
Chizongwe Technical Secondary School
11.2012
Skills
- Effective decision-making in high-pressure environments
- Accurate call documentation
- Courteous with Strong Service Mindset
- Customer Retention Strategies
- Issue and Complaint Resolution
- Call center management
- Building Customer Trust and Loyalty
- Computer Proficiency
- Strategic marketing initiatives
- Technical documentation
- Data compilation
- Financial transaction processing
- Consumer response assessment
- Self Starter
- Critical Thinking
- Team Bonding
- Record management
- Client engagement
- Fast learner
- Attention to detail
Accomplishments
- Supervised team of 279 riders and staff members.
Affiliations
Member: Economics Association of Zambia (EAZ)
Member :Research assistant At Zambian And Global Academic Research For Juniors Development(ZGARJD)
Certification
- Economics CUZ- 4years
- Certified call center, ulendo taxi - 1 year 7 months
Additional Information
- Thesis
- Inflation on essential food commodities amidst covid-19
Languages
Bemba
Bilingual or Proficient (C2)
English
Upper intermediate (B2)
Nyanja
Bilingual or Proficient (C2)
Timeline
KYC Assistant
Zambia National Commercial Bank (ZANACO)
05.2023 - Current
Call Center Customer Service Representative
Ulendo Taxi
11.2021 - 10.2022
Sales Representative and Data Entry
Ulendo Taxi
03.2021 - 10.2022
Research Associate
Zambia And Global Academic Journal For Research And Development
05.2019 - 08.2020
Research Assistant
The Zambian and Global Academic Journal
01.2018 - 01.2020
Certificate in general counselling - Counselling
Moonlight Health Institute
Counselling certificate Moonlight health institute - Health Care Giver
Moonlight School
Certificate in nursing care - General Counselling
Moonlight Health Institute
Certificate In Microsoft Office - Microsoft Office (Package)
Mulele Mwana Training Institute (TEVETA)
Examination Council of Zambia (ECZ - O Levels
Chizongwe Secondary School
Certificate - A Levels
Chizongwe Technical Secondary School
Bachelors of Arts - Economics
Cavendish university
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