Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Kumbukani Mpande

Lusaka

Summary

Dynamic Relationship Officer at Ecobank Headquarters with a proven track record in driving product sales and enhancing customer satisfaction. Skilled in market insights and complaint resolution, I successfully optimized sales performance, achieving revenue targets while fostering strong stakeholder engagement. Adept at cross-functional collaboration, I leverage my expertise in CRM to deliver exceptional service.

Overview

10
10
years of professional experience

Work History

Relationship Officer - Products

Ecobank Headquarters
01.2024 - Current
  • Assist The Head Consumer Products in ensuring the Banks Products are Properly Packaged into solutions that meet the Affiliates Needs and sold profitably in the country's Market
  • Develop , In Partnerships with Marketing Team , an annual sales and Marketing Plan for consumer Product Portfolio through effective sales and marketing Management , leading the country towards achievement of sales and profit Objectives
  • Drive Product sales culture for each Product by introducing a structured sales Methodology for adoption by the segment teams with clear focus on customer adoption and products usage to achieve the country's product acquisition and usage targets
  • Manage the process around market research , market sizing , competitive analysis and regulatory environment assessment to provide the Head Consumer Products with insights for Product Development , pricing and Distribution.
  • Develop and Instill product life cycle management disciplines by promptly identifying potential market opportunities for new/enhanced products to yield improved revenue contribution.
  • Manage the overall business development strategy of Consumer Banking Products in the country through the achievement of set key performance indicators i.e Revenue , Profitability, User experience , Product delivery Efficiency as Translated into cost of delivery/servicing and Portfolio Quality .
  • Monitor every Consumer banking product To ensure Revenue Targets are being meet and provide initiatives for products performing below budget .
  • Offer Training and sensitization to internal members of staff about the Banks Products inorder to mitigate risks and ensure compliance .
  • Consumer Banking Products under my responsibility includes Liability Products , Assets Products ( Personal Loans,Mortgages, and Credit cards ), Bancassurance , Remittance , Rapid Transfer , Debit and Prepaid Cards .

Contact Center Officer

Ecobank Headquarters
01.2023 - 01.2024
  • Managed high-volume inbound calls, ensuring timely resolution of customer inquiries and concerns.
  • Utilized CRM software to track interactions, maintaining accurate records for customer follow-up and service improvement.
  • Assisted in training new team members on call handling procedures and best practices for enhancing customer experience.
  • Collaborated with cross-functional teams to identify process inefficiencies and recommend improvements for operational workflows.
  • Ensured Customers Queries are resolved within the Required SLA
  • Used outstanding problem-solving and
    communication skills to appease dissatisfied
    customers.
  • Established follow-up call systems to effectively
    resolve complaints and maintain customer loyalty.
  • Processed complaints professionally, seeking
    effective, timely solutions for continued customer
    satisfaction.
  • cross sell and up sell ecobank products and services.
  • Developed and maintained comprehensive knowledge of products and services to effectively address diverse customer needs.
  • Analyzed customer feedback and identified areas for improvement.

Project Management Intern

Probase Zambia Limited
06.2019 - 12.2019
  • Maintained well-organized documentation for easy access and reference during projects'' life cycles.
  • Gathered detailed requirements from clients to better understand their needs and expectations for each project.
  • Contributed to continuous improvement initiatives by identifying areas for process enhancement and recommending solutions accordingly.
  • Tracked project performance to analyze successful completion of short- and long-term goals.
  • Worked with senior project managers to assist with day-to-day functions.
  • Demonstrated adaptability by quickly learning new tools, technologies, or processes when required during projects'' execution.

Data Entry and Sales Activation Agent

Airtel Zambia Limited
01.2016 - 12.2016
  • Managed customer inquiries and resolved issues to enhance service quality.
  • Collaborated with team members to develop effective communication strategies.
  • Analyzed client feedback to identify areas for service improvement.
  • Compliance with data integrity and security policies
  • Data Analytics and Data mining
  • Informed clients of policies and procedures.
  • Activated Customers KYC documentation and sim Activation in the system

Education

MBA - Business Administration

University Of Zambia
Lusaka
03-2026

Bachelors In Economics - Economics

The Copperbelt University
Kitwe
08-2020

Certificate -

Mpunde Girls Secondary School
Kabwe
11-2014

Skills

  • Customer Relationship Management (CRM) – building and maintaining strong customer relationships to improve satisfaction and loyalty
  • Market & Customer Insights – gathering feedback, analyzing behavior, and turning insights into product/service improvements
  • Product Knowledge & Support – understanding digital payment solutions and translating complex features into customer value
  • Sales Performance Optimization – achieving and exceeding set targets through effective pipeline management
  • Active Listening & Empathy – understanding customer pain points and tailoring solutions

Additional Information


REFEREES


Mr Victor Shidono

Head Consumer Banking

Ecobank Zambia Limited

Tel; +260977871411

Email : vshindono@ecobank.com


Mr. Rejoice Ntini
Head Customer Experience
Ecobank Zambia Limited
Tel: +260-978-981-041
P.O.Box 30228 Lusaka, Zambia
Email: rntini@ecobank.com


Mr Chola Bwalya

Probase Zambia Limited
Tel: +260- 977 575 210


Email: Chola@probase.com
Lusaka Zambia


Mr. Isaac Banda
Team Leader Activations
Airtel Networks Zambia Plc
Tel: +260-978-981-245
P. O. Box 320001 Lusaka, Zambia
Email: Isaac.banda@zm.airtel.com


Sister E Banda
Head Teacher
Mpundu Girls Secondary School
P. O. Box 80810 Kabwe,
Zambia.


Timeline

Relationship Officer - Products

Ecobank Headquarters
01.2024 - Current

Contact Center Officer

Ecobank Headquarters
01.2023 - 01.2024

Project Management Intern

Probase Zambia Limited
06.2019 - 12.2019

Data Entry and Sales Activation Agent

Airtel Zambia Limited
01.2016 - 12.2016

MBA - Business Administration

University Of Zambia

Bachelors In Economics - Economics

The Copperbelt University

Certificate -

Mpunde Girls Secondary School

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Kumbukani Mpande