Kenan Phiri
Chipata ,Zambia
Summary
Compassionate professional with background in social and human service assistance. Skilled in providing support to diverse populations, including individuals with disabilities and those in need of mental health services. Strengths include effective communication, crisis intervention techniques, and development of personalized care plans. Successfully improved client well-being and facilitated community resource connections in previous roles.
Resourceful Service Officer known for high productivity and efficient task completion. Specialize in customer service management, conflict resolution, and operational improvement. Excel in communication, teamwork, and adaptability, ensuring smooth operation in fast-paced environments. Committed to delivering exceptional service and support.
Caring professional supports clinical teams in implementing care plans. Excellent time management, team collaboration, and program development skills.
Service-minded professional with background in customer service and conflict resolution. Well-versed in handling client queries, troubleshooting issues, and managing customer complaints with patience and efficiency. Strong communication skills coupled with ability to foster positive relationships with clients and colleagues alike. Proven track record of improving customer satisfaction levels in previous roles.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Experienced professional with a strong background in technology-related roles. Proficient in software development, system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.
Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments.
Motivated student eager to apply classroom knowledge to real-world experiences, with a strong willingness to learn and contribute. Effective communicator with a collaborative mindset, ready to bring fresh perspectives and a strong work ethic to any team.
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Responsible and motivated student ready to apply education in the workplace. Offers excellent technical abilities with software and applications, ability to handle challenging work, and excellent time management skills.
A committed student eager to leverage exceptional communication and interpersonal skills in a professional setting. Possesses experience in data entry and money handling. Capable of quickly memorizing product details and fostering strong customer relationships.
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Motivated high school student with a track record of academic excellence looking for part-time work. Intends to develop professional work experience utilizing excellent communication and time management skills.
Experienced and dependable general worker with a proven track record of efficiently completing tasks in various settings. Skilled in manual labor, equipment operation, and maintaining a clean and organized workspace. Safety-conscious with a strong work ethic and the ability to adapt to different environments. Ready to contribute to a dynamic team and make a positive impact.
Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Adaptable professional with a quick-learning ability and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively. Driven by a passion for continuous learning and successfully navigating change.
An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth.
Overview
16
16
years of professional experience
Work History
Customer (Care) Service Officer
Access Bank Plc Zambia
Katete , ZM
05.2022 - Current
- Identified opportunities for process improvement initiatives within the organization.
- Assisted with the development of policies and procedures related to customer service.
- Scheduled appointments for clients who needed further assistance or had more complex requirements.
- Discussed available program services with potential participants and outlined procedures to facilitate smooth engagement in program processes.
- Maintained accurate records and documented client data in company databases.
- Provided customer service and support to clients, responding to inquiries in a timely manner.
- Built partnerships with related organizations to develop support and gain greater attention for important issues.
- Responded promptly to emails from customers seeking assistance or answers to questions.
- Analyzed customer feedback in order to identify areas requiring improvement in the services provided.
- Maintained up-to-date knowledge of products and services offered by the organization.
- Processed orders accurately ensuring that all required documents were completed correctly.
- Resolved customer complaints promptly and efficiently.
- Conducted regular follow ups with customers after providing services to ensure satisfaction.
- Greeted customers upon arrival at the office and assisted them with their needs.
- Provided marked patrol and on-foot escorts for individuals with security and mobility concerns.
- Ensured compliance with industry standards while performing daily tasks.
- Collaborated with other departments to ensure prompt resolution of client requests.
- Answered questions and responded to inquiries to deliver high level of service to patients.
- Coordinated activities between various internal departments to provide better services for customers.
- Provided guidance and advice regarding product features, benefits, availability, prices.
- Developed strategies for improving customer service quality.
- Maintained accurate records of customer interactions and transactions.
- Performed administrative duties such as data entry, filing, and record keeping.
- Adhered to company policies when dealing with customers or resolving issues.
- Answered phone calls professionally and provided information to callers as needed.
- Generated reports on customer satisfaction levels and feedback.
- Assisted with customer requests and answered questions to improve satisfaction.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Completed day-to-day duties accurately and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Research Assistant/Data Collector Enumerator
Cheshire Homes Zambia
Chipata , ZM
03.2021 - 04.2021
- Provided support for faculty members with grant applications related to research projects.
- Drafted manuscripts for submission to peer-reviewed journals.
- Employed scientific methods to promote quality of collected samples and stored specimens.
- Performed literature reviews to ensure accuracy of results.
- Compiled field observations and converted into data to prepare for experiments and tests.
- Prepared reports, presentations, and articles using Microsoft Word and PowerPoint.
- Interpreted results from experiments and surveys to generate meaningful conclusions.
- Gathered data from various sources, including online databases, libraries, and interviews with experts.
- Contributed ideas and suggestions regarding potential new areas of inquiry based on current trends in the field.
- Prepared comprehensive reports summarizing research findings.
- Participated in team meetings to discuss progress on ongoing projects or brainstorm ideas for future endeavors.
- Supplied quality control data for regulatory submissions to support corrective actions.
- Presented findings at professional conferences or seminars as required by faculty supervisors.
- Organized and analyzed qualitative and quantitative data using statistical software packages such as SPSS or STATA.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Identified needs of customers promptly and efficiently.
- Coordinated with supervisors regarding daily tasks, progress updates, and feedback.
- Explained survey objectives and procedures to interviewees, interpreting survey questions to help with comprehension.
- Identified and resolved inconsistencies in interviewees' responses by means of appropriate questioning or explanation.
- Attended training sessions related to conducting surveys, collecting data, and interpreting results.
- Prepared reports summarizing survey findings and presented them to stakeholders.
- Met with supervisor daily to submit completed assignments and discuss progress.
- Gathered information from respondents using both verbal and written methods.
- Conducted data collection in multiple languages based on participant choice.
- Recorded survey responses accurately into the appropriate database system.
- Participated in focus groups discussions aimed at understanding customer needs and wants.
- Implemented strategies for improving response rates among target populations.
- Reviewed and edited collected data to facilitate follow-up activities.
- Documented observations alongside required data.
- Assisted individuals in filling out applications or questionnaires.
- Helped individuals fill out forms and questionnaires and answer questions to foster accuracy.
- Visited homes or places of business to conduct studies or collect data.
- Kept data secure and followed proper procedures for uploading and transmitting information.
- Performed quality control checks on all completed surveys before submitting them for review.
- Ensured that all collected data was stored securely according to established protocols.
- Reviewed data obtained from interview for completeness and accuracy.
- Reviewed collected data for accuracy and completeness prior to submission.
Teller/Head Cashier
Finance Bank Zambia Limited
Katete , ZM
06.2012 - 05.2016
- Handled large volumes of currency quickly and accurately with minimal errors.
- Reported any operational issues or system problems that occurred during shift promptly.
- Directed specific questions to appropriate branch personnel.
- Performed special services for customers, ordering bank cards and checks.
- Adhered strictly to all security procedures related to handling money at the teller window.
- Resolved customer complaints quickly and efficiently in order to maintain positive relationships with clients.
- Maintained confidentiality of bank records and client information.
- Performed daily reconciliation of teller drawer within established limits.
- Leveraged customer service and sales abilities to consistently meet performance goals.
- Prepared official checks for customer and internal bank needs.
- Delivered exceptional service to customers in person or over telephone.
- Balanced daily cash deposits and vault inventory with zero error rate.
- Cross-sold additional bank products when applicable to meet customer needs.
- Identified opportunities to refer customers to other areas of the bank for additional services.
- Explained account information to customers in detail as needed.
- Performed transactional, operational, and customer support tasks through knowledge of bank procedures and products.
- Assisted customers in opening new accounts and completing required paperwork.
- Maintained accurate records of all transactions for compliance purposes.
- Used customer information to tailor recommendations to promote or sell travelers' checks, savings bonds and cashier's checks.
- Used a strong knowledge of banking products and services to confidently educate customers about features, benefits and pricing.
- Identified fraudulent activity or suspicious behavior immediately reported it to management.
- Identified transaction errors when debits and credits did not balance.
- Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
- Resolved problems or discrepancies concerning customers' accounts.
- Cross-sold bank products by answering inquiries, informing customers of new services and promotions.
- Adhered to financial services security and audit procedures.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Provided exceptional customer service while accurately processing routine transactions.
- Balanced cash drawers on a daily basis.
- Counted currency, coins and checks received to prepare for deposit or shipment to branch banks or Federal Reserve Bank.
- Explained the features of various banking products available to customers.
- Answered customer inquiries regarding bank products and services.
- Verified amounts and integrity of every check or funds transfer.
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
- Followed up on requests from customers in a timely manner.
- Maintained confidentiality of all customer records and information according to company policies.
- Reported daily averages and shortages to operations department.
- Worked with cross-functional teams to achieve goals.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Identified needs of customers promptly and efficiently.
- Recognized by management for providing exceptional customer service.
- Coached employees on best practices for handling customer complaints quickly and effectively.
- Processed payments promptly for customers to exceed productivity standards.
- Trained new cashiers in POS system operation, customer service protocols, and store policies.
- Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
- Ensured compliance with legal and company policies regarding transactions, returns, and exchanges.
- Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
Assistant Financial Controller
Mutomolo Breweries limited
Lusaka, ZM
01.2011 - 04.2011
- Established controls and reporting systems to optimize governance structure.
- Prepared variance analysis reports highlighting differences between actual and planned performance.
- Analyzed actual financial results to budget, preparing variance reporting to functional groups.
- Assisted in the preparation of monthly, quarterly, annual financial reports for senior management.
- Performed month-end close process accurately and efficiently within tight deadlines.
- Reorganized finance and accounting departments to improve efficiency and cut excess spending.
- Developed and maintained internal controls to ensure accurate accounting records.
- Developed and implemented financial strategies to maximize profits and reduce costs.
- Advised senior management on best practices related to cost control measures.
- Ensured timely filing of taxes including federal income tax returns, state franchise taxes, sales and use taxes.
- Managed accounts payable activities including invoice processing, vendor payments, reconciliations.
- Reconciled bank accounts to ensure accuracy of financial data reported in the general ledger.
- Identified opportunities to improve efficiency in the finance department.
- Conducted reviews and evaluations for cost-reduction opportunities.
- Participated in special projects as assigned by senior management team.
- Provided guidance on accounting policies and procedures to staff members.
Timekeeper
Electrical Maintenance Lusaka.
Lusaka, ZM
06.2009 - 02.2010
- Assisted in the preparation of tax reports and the filing of payroll taxes
- Reconciled timekeeping records with general ledger accounts monthly.
- Established employee payroll files and updated existing files with new information.
- Confirmed attendance, hours worked and pay rates to properly post information in appropriate records.
- Performed routine maintenance tasks such as backing up files and archiving old records.
- Generated reports detailing employee absences, tardiness, and overtime hours worked.
- Recorded adjustments to previous pay-related errors.
- Secured personal and payroll information in compliance with federal regulations.
- Compiled statistics, statements and reports on pay and benefits to submit to department heads.
- Coordinated with HR teams to track and report on attendance.
- Investigated any irregularities reported in the system and took corrective action as needed.
- Reviewed and approved production timecards daily.
- Developed procedures for tracking changes in personnel status such as terminations, transfers, and promotions.
- Managed all payroll transactions, including deductions, bonuses, and new hire information.
- Posted work hours completed to files to properly bill clients.
- Prepared and balanced end-of-period reports and reconciled payroll issues.
- Entered and verified timekeeping data with consistent reviewed, corrections and deletions.
- Trained new employees on company timekeeping systems.
- Gathered timesheets to prepare weekly payroll data for processing by payroll coordinator.
- Maintained accurate records of employees' hours worked, including overtime and vacation time.
- Processed new employee paperwork and entered information into payroll system.
- Advised managers on appropriate disciplinary action when necessary due to attendance violations.
- Reviewed requests for leave of absence and ensured all required forms were completed accurately.
- Tracked employee vacation, personal and sick leave earnings and use.
- Coordinated with HR department to verify employee information and payroll processing.
- Handled payroll help desk and answered questions regarding correct and accurate payroll time entry.
- Utilized payroll software efficiently to process payroll and generate necessary reports.
- Monitored employee attendance to ensure compliance with company policies.
- Maintained confidentiality around sensitive employee information at all times.
- Maintained up-to-date payroll records by recording employee exemptions, transfers and resignations.
- Prepared and distributed payslips to employees.
- Updated payroll records by recording changes including exemptions, insurance coverage, and job title and department transfers.
- Managed and maintained confidential employee payroll records.
- Identified, researched and resolved issues with hours worked.
- Managed payroll and time and attendance systems.
- Assisted in the preparation of payroll reports on a weekly basis.
- Responded to employee inquiries regarding payroll and timekeeping.
- Processed weekly and monthly payroll for employees accurately and on time.
- Accurately processed data, validation and transmission for weekly, semi-monthly and sales payrolls.
- Documented unplanned absences and time-card errors.
- Verified accuracy of timesheets before submitting them for processing.
- Created day-off schedules and monitored available and used days off for each employee.
- Handled and resolved employee payroll queries in a timely and professional manner.
- Provided support during internal audits by responding to queries regarding payroll documents and transactions.
- Processed and issued employee paychecks, statements of earnings and deductions.
- Calculated employee leave time by comparing available hours against listed hours.
- Calculated accurate wages, including overtime, salary increases and bonuses.
- Managed weekly payroll duties and submitted data to payroll contractor.
- Ensured proper deductions were taken from employee paychecks based on benefits chosen.
- Reconciled payroll discrepancies by reviewing time sheets, production charts and wage tables.
- Participated in meetings with department heads to discuss strategies for improving efficiency within the organization's timekeeping process.
- Resolved inquiries from employees concerning their paychecks or other payroll-related matters.
Education
Degree in Business Administration - Business Administration
New City Technical University
Lusaka 01-2023
Bachelor of Science - Accounting And Finance
ZICA
Lusaka 06-2020
Diploma - Teaching Methodology
ICOF Colleges Seminaries And Universities
Lusaka 08-2018
Skills
- Cross-selling and Up-selling
- Reporting and documentation
- Onsite facility tours
- Adaptability and flexibility
- Reliability
- Task prioritization
- Problem-solving
- Multitasking Abilities
- Decision-making
- Relationship building
- Documentation skills
- Conflict resolution
- Data confidentiality
- Individual counseling
- Attention to detail
- Microsoft office
- Quality assurance
- Written and verbal communication
- Effective customer communication
- Proficient in [software]
- Time management
- Prepare reports
- Self motivation
Languages
English
First Language
Timeline
Customer (Care) Service Officer
Access Bank Plc Zambia
05.2022 - Current
Research Assistant/Data Collector Enumerator
Cheshire Homes Zambia
03.2021 - 04.2021
Teller/Head Cashier
Finance Bank Zambia Limited
06.2012 - 05.2016
Assistant Financial Controller
Mutomolo Breweries limited
01.2011 - 04.2011
Timekeeper
Electrical Maintenance Lusaka.
06.2009 - 02.2010
Degree in Business Administration - Business Administration
New City Technical University
Bachelor of Science - Accounting And Finance
ZICA
Diploma - Teaching Methodology
ICOF Colleges Seminaries And Universities
Similar Profiles
Chinukwe ChandaChinukwe Chanda
Manager: Forensic Investigations at Absa Bank Zambia Plc (formerly Barclays Bank Zambia Plc)Manager: Forensic Investigations at Absa Bank Zambia Plc (formerly Barclays Bank Zambia Plc)
Lynette ChipetaLynette Chipeta
Manager, MNO’s and Channels -Global Transaction Banking (Corporate and Investment Banking) at Atlas Mara Zambia/Access Bank ZambiaManager, MNO’s and Channels -Global Transaction Banking (Corporate and Investment Banking) at Atlas Mara Zambia/Access Bank Zambia
Rudolph LupindulaRudolph Lupindula
Senior Human Resource Business Partner at Access Bank ZambiaSenior Human Resource Business Partner at Access Bank Zambia