Kangwa Bwalya
Business Data Analysist
Lusaka
Summary
Experienced business analyst skilled in uncovering opportunities to improve financial growth, risk management and internal controls when managing business operations. Prepared to identify and nature talent and expertise within the organization, offering opportunities for advancement. Excellent reputation for resolving problems and improving customer satisfaction. Organized and dependable with success at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
7
7
years of post-secondary education
Work History
Business Controller
Yescash Zambia Limited
Lusaka
06.2022 - Current
- Prepare corporate fiscal and business plans to help strategically direct business operations and strengthen controls.
- Introduced internal controls to monitor critical areas of financial control for Call Centre and Collections departments in Zambia operations .
- Mitigated and improved collection processes for Zambia, Namibia, Botswana and Lesotho.
- Developed effective strategies to turnaround Loan processing for Namibia operations self help desks.
- Introduced strategies to improve sales in the Zambia operations
Head Credit and Collections
Yescash Zambia Ltd
06.2020 - 06.2022
- Designed and implemented performance management KPIs
- Credit quality control monitoring
- Loan portfolio management
- Loan book performance analysis
- Participate in product development
- Plan and manage inflows of cash through planned collections
- Collection projections and planning
- Actively participate in creation of underwriting rules for company products
- Loan age analysis and improvement plans
- Loan aging reports
- Ensure regulator reports are submitted on time
- Payment Reconciliation.
Head- Customer Support Services
Yescash Zambia Ltd
Lusaka
09.2018 - 06.2020
- Designed and implemented performance management parameters,
- Worked with customers to understand needs and provide excellent service.
- Performance monitoring and performance improvement through output analysis
- Designed reports to measure team performance
- Designed and implemented Complaints management process, through indicators monitor improvements in processes
- Implement Customer retention processes, recommend product and process improvements to ensure customer retention is achieved
- The performance is measured using customer data in excel
- Analyzed payment pattens, gap analysis to identify problem areas and resolve
- Develop effective processes and procedures to manage debt collection valued above K80 million for customers in the first 90 days buckets
- Monitor employer pay pattens to ensure effective collection
- Analyzed customer spending behavior to determine affordability and mitigate affordability related challenges
- Analyzed customer pays to arrive at the best payment plans with customers having challenges meeting their obligations while observing market indicators
- Analyzed social media data and social media presence for our target customers to determine markets for the vital branch operations to process our loans online
- Manpower planning and management
- Implement customer support processes to improve customer experience
- Ensure the customer support services are in compliant with regulator (ZICTA, BOZ, CCPC) regulations
- Led projects and analyzed data to identify opportunities for improvement.
- Developed and maintained courteous and effective working relationships.
Call Centre Manager
Yescash Zambia Ltd
Lusaka
06.2017 - 09.2018
- Ensuring service delivery standards of all KPIs
- Complaints management
- Customer retention
- Manage vital branch operations (online loan processing)
- Debt collections via outbound calls
- Carrying out needs assessments & performance reviews
- Actively supporting company policy and best practice in the area of general compliance to processes
- Manpower planning and management.
Assistant Manager Operations
Ison BPO Zambia Ltd
Lusaka
08.2015 - 05.2017
- Ensuring service delivery standards of all KPIs
- Through daily and weekly monitoring
- This required extensive use of Microsoft excel
- Plan and continuously improve Net promoter score
- Monitoring team performance; identification and resolution of operation related challenges
- Development and implementation of projects to improve performance and customer experience
- Analysis of performance, conduct root cause analysis and identification of improvement areas
- Carrying out needs assessments & performance reviews
- Actively supporting company policy and best practice in the area of general compliance to processes
- Manpower planning and management.
Team lead
Techmahindra Zambia
Lusaka
07.2014 - 08.2015
- Provide Hands on Support to all Centre agents: ensure all agents have the tools to perform their duties efficiently, provide leadership by helping with difficult customers
- Provide training: provide training on system, procedures, products and services
- Plan time to time refresher training and feedback sessions to ensure agents in my team are aware of set goals
- Managing team schedule and breaks ensuring maximum productivity from all agents available by ensuring breaks are highest during periods of low incoming call volumes
- Conflict Resolution
- Ensuring all conflicts within the team are resolved without being biased or favoring anyone side
- Providing real time monitoring
- Ensure quality of calls are high and where necessary budge in and give correct resolution or advise to the customer
- Preparing and submitting daily performance reports for the team highlighting Key Performance Indicates (KPIs)
- Preparing and providing timely Call Centre reports for management use, highlighting Manpower usage to meet targeted calls, Call handle time adherence, and occupancy levels per hour and per day
- Regularly Audit calls to ensure adherence to procedures and processes
- Engage HR when need arise for underperforming agents.
Sit-in Team Lead
MTN Zambia
Lusaka
03.2014 - 07.2014
- Provide Hands on Support to all Centre agents: ensure all agents have the tools to perform their duties efficiently, provide leadership by helping with difficult customers
- Provide training on system, products and services
- Plan time to time refresher training and feedback sessions
- Managing team schedule and breaks ensuring maximum productivity from all agents available by ensuring breaks are highest during periods of low call volumes periods
- Ensuring all conflicts within the team are resolved without being biased or favoring anyone side
- Providing real time monitoring
- Ensure quality of calls are high and where necessary budge in and give correct resolution or advise to the customer
- Preparing and submitting daily performance reports for the team
- Preparing and providing timely Call Centre reports for management use
Customer Care Team Lead
SIM Registration MTN Zambia Ltd
01.2014 - 03.2014
- Manage outgoing calls within the specified time
- Ensuring resources are shared equally and evenly for maximum productivity
- Train agents on phone etiquette and how to ask customers to register their SIM cards
- Train new agents on customer relations and how to handle calls
- Ensure quality service is provided to customers
Customer Care Agent
MTN Zambia Ltd
Lusaka
08.2012 - 12.2013
- Manage and handle incoming calls within the specified time and completely resolve customer query
- Educate clients on MTN products and services
- Guide clients on product selection to ensure the customer gets maximum benefits from products and services offered by MTN
- Assist clients plan and manage data access and usage to balance cost and benefit of internet access by recommending appropriate internet bundles and or data plans depending on device being used for internet access
- Correctly disposition and escalate customer queries to create accurate reports for management usage and follow up were need be.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
Software support officer
Zambia Postal services Corporation
01.2006 - 01.2008
- Reporting to systems manager My duties among others include:
- Supporting all systems including but not only Accounting package (sunsystems based on Microsoft SQL),Payroll (based on oracle), western union, swift cash
- Designed, implemented Billing system for credit customers (database based on SQL)
- Installing and supporting Microsoft based operating systems
- Payroll support
- Installing, updating and managing antivirus software
- Conducting user training on software and network usage
- Competences
- Able to perform data analysis in Excel and Microsoft Access and SQL
- Able to provide both high level and detailed analyzed reports in excel and power point
- Able to develop structured database using SQL, Access and excel
- Process design, implementation and monitoring using reporting tools such as excel to analyze the output
- Drive and manage performance
- Flexible to work outside traditional working hours
- Able to create accurate reports for management use
- Team motivator.
Education
master’s - business administration – Finance
Copperbelt University
MBA - Finance
Bsc - IT Data Analysis
Texila American University
Advanced Diploma - Computer Science and information processing
Evelyn Hone College of Applied Arts & Commerce
01.2002 - 01.2004
Certificate Information Technology - undefined
Programs and Modules - undefined
Kansenshi Secondary School
Secondary School Certificate - undefined
01.1995 - 12.1999
Skills
Collections understanding
undefinedTimeline
Business Controller
Yescash Zambia Limited
06.2022 - Current
Head Credit and Collections
Yescash Zambia Ltd
06.2020 - 06.2022
Head- Customer Support Services
Yescash Zambia Ltd
09.2018 - 06.2020
Call Centre Manager
Yescash Zambia Ltd
06.2017 - 09.2018
Assistant Manager Operations
Ison BPO Zambia Ltd
08.2015 - 05.2017
Team lead
Techmahindra Zambia
07.2014 - 08.2015
Sit-in Team Lead
MTN Zambia
03.2014 - 07.2014
Customer Care Team Lead
SIM Registration MTN Zambia Ltd
01.2014 - 03.2014
Customer Care Agent
MTN Zambia Ltd
08.2012 - 12.2013
Software support officer
Zambia Postal services Corporation
01.2006 - 01.2008
Advanced Diploma - Computer Science and information processing
Evelyn Hone College of Applied Arts & Commerce
01.2002 - 01.2004
Secondary School Certificate - undefined
01.1995 - 12.1999
master’s - business administration – Finance
Copperbelt University
MBA - Finance
Bsc - IT Data Analysis
Texila American University
Certificate Information Technology - undefined
Programs and Modules - undefined
Kansenshi Secondary School
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