JAMES JONATHAN BANDA
Lusaka
Summary
Dynamic professional with a proven track record at Access Bank Zambia Limited, Zambia Airports Corporation Limited and Chama Boarding Secondary School.
Excelling in customer experience management and regulatory compliance. Adept at delivering exceptional service and training staff, while effectively managing reputational risks. Strong communicator with expertise in data analysis and project management, ensuring operational excellence and customer satisfaction.
Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Officer, Customer Experience and Corporate Communications
Access Bank Zambia Limited
Lusaka
09.2019 - Current
- Managing customers’ queries – complaints, requests and enquiries
- Assessing and monitoring the total customers’ experience bank-wide
- Conduct customer service training to staff and support staff on product knowledge to curb gaps in line with service delivery
- Conduct Brand and Ambiance Audit for the Bank
- Deploy customer service and other procedures and processes surveys to internal and external customers
- Deploy communication to internal and external customers via emails and Bulk SMS Blasts on various issues i.e. downtime, regulatory changes and other issues affecting operational activities
- Monthly and quarterly regulatory reporting of suspected fraud and customer complaints to Bank of Zambia
- Risk Champion and Coordinator
- Social Media Handles management for the Bank
- Reputational Risk, Key Risk Indicators and Operational Risk Management reporting
- Fire marshal and warden
- Branding and advertising
- Communications
- Tele-selling
- Mergers and acquisitions workstream Customer Experience and Corporate Communications Department representative
Intern – Customer Service, Air Traffic, Ground Handling
Zambia Airports Corporation Limited
Lusaka
06.2019 - 09.2019
- Directing passengers to check-in points, immigration and boarding gates
- Assisting minors, physically challenged, mothers, passengers to check-in and board flights
- Manage (verifying/checking) passengers at aircraft doors when boarding and disembarking
- Flights data recording – routes, dates, timings, number of passengers
- Ensuring that all passengers are on board – on a right aircraft
- Queue management at the check-in point and boarding gates
Teacher – English Language and Literature in English, Librarian, Debate Coordinator, Sports Teacher
Chama Boarding Secondary School
Chama
01.2017 - 04.2019
- Day to day class management
- Teaching – planning, preparing and delivering lessons
- Coordinating debate within and outside school
- Teacher on duty
- Manage library and all activities in the library
- Coordinating sports activities – volleyball, Football, Netball, Pool, Basketball and badminton
- Counselling and resolving complaints or issues from learners
Education
Bachelor of Arts with Education - English with Linguistics and African Languages
The University of Zambia
Lusaka, Zambia12.2024
Project Management -
The University of Zambia
Lusaka, Zambia01.2023
Customer Relations Management -
Chartered Institute of Customer Management - Zambia
Lusaka01.2023
Cyber Security -
Zambia Information and Communication Technology Authority
Lusaka01.2023
Diploma - English language and Literature in English with Library and Information Science
Evelyn Hone College of Applied Arts and Commerce
Lusaka, Zambia12.2016
Skills
- Calm and professional under pressure
- Excellent customer service
- Excellent verbal and written communication
- Microsoft Office
- Time management
- Practical
- Confidentiality
- Project management
- Customer service
- Cyber security
- Data analysis
- Regulatory compliance
- Team collaboration
- Effective communication
- Risk assessment
- Investigation management
- Cultural awareness
- Safety protocols
- Emergency response coordination
- Budgeting and finance
- Reporting and documentation
- Report writing
- Public speaking
- Report preparation
Certification
- The University of Zambia, Project Management, Lusaka, Lusaka, Zambia, 2023
- Chartered Institute of Customer Management - Zambia, Customer Relations Management, Lusaka, Lusaka, Zambia, 2023
- Zambia Information and Communication Technology Authority, Cyber Security, Lusaka, Lusaka, Zambia, 2023
Hobbies and Interests
- Playing Football
- Badminton
- Netball
- Volleyball
- Tennis
- Watching movies and video songs
- Listening to music
Training
- Phishing Foundations
- Adobe and Illustrator
- Security Awareness Foundations
- Operational Risk Management
- Fraud Risk Profiling
- Cybersecurity Awareness
- Anti-Money Laundering, Bribery and Corruption
References
- Ms. Virginia Kazabu, Service Delivery Manager – Customer Experience, Access Bank Zambia Limited, P. O. Box 35273, Plot 682, Cairo Road, Northend, Lusaka, Lusaka, Zambia, +260977880609
- Mr. Patrick Muzyatama, The Former Superintendent, Airtraffic Section, Ground Floor Department, Zambia Airports Corporation Limited, P. O. Box 30175, Lusaka, Lusaka, Zambia, +260976570092
- Mr. Jacob Soko, The former Head of Section, Literature and Languages Department, Chama Boarding Secondary School, P. O. Box 540045, Chama, Eastern Province, Zambia, +260973805232
Wins
- Customer Experience Personality of the Year – 2022 – Chartered Institute of Customer Management - Zambia
- Customer Experience Team of the Year – 2022 – Chartered Institute of Customer Management - Zambia
- Customer Service Organisation of the Year – 2023 – Chartered Institute of Customer Management - Zambia
- Volleyball Champions – Bankers Sports Day – Bankers Association of Zambia and Zambia Institute of Banking and Financial Services
- 100M Race – Winner - Bankers Sports Day – Bankers Association of Zambia and Zambia Institute of Banking and Financial Services
- 200M Race – Winner - Bankers Sports Day – Bankers Association of Zambia and Zambia Institute of Banking and Financial Services
- Zambia Athletics, Lusaka Marathon – 2024
- Access Bank Zambia Limited Football Team Captain
- University of Zambia Netball Team Secretary General
- University of Zambia Best Player (MVP) Male Netball - 2022 & 2024
Timeline
Officer, Customer Experience and Corporate Communications
Access Bank Zambia Limited
09.2019 - Current
Intern – Customer Service, Air Traffic, Ground Handling
Zambia Airports Corporation Limited
06.2019 - 09.2019
Teacher – English Language and Literature in English, Librarian, Debate Coordinator, Sports Teacher
Chama Boarding Secondary School
01.2017 - 04.2019
Bachelor of Arts with Education - English with Linguistics and African Languages
The University of Zambia
Project Management -
The University of Zambia
Customer Relations Management -
Chartered Institute of Customer Management - Zambia
Cyber Security -
Zambia Information and Communication Technology Authority
Diploma - English language and Literature in English with Library and Information Science
Evelyn Hone College of Applied Arts and Commerce
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