Lorraine Laura De Oliveira
Lusaka
Summary
Currently looking for a new and challenging role, which will make the best use of my existing skills and experience while enabling personal and professional development. I am able to contribute effectively and efficiently to the accomplishment of the strategic organizations’ visions, goals and objectives in multicultural settings including organizational corporate governance.
Overview
35
35
years of professional experience
Work History
Administrator - Operations
Blue Black Starch
06.2024 - Current
- Managing the Digital Campaign project in collaboration with the Zambia National Blood Transfusion Services - Coordinating team members to be available for meetings, workshops, and events
- Presentations of project reports and other documentation as required
- Ensure timely communication and follow ups with project stakeholders
- Maintain confidentiality by ensuring documentation is properly filed, archived, and distributed
- Tracking project expenses and managing petty cash
- Ensuring timely processing of invoices and reimbursements.
Administration and Office Coordinator
Ginto Kitchen Investment Limited (Salad Master Dealership)
02.2022 - 12.2023
- Managing the Zambia office as a dealership for Salad Master
- Ensuring that all consultants are well trained and equal to the task, prompt communication with customers, stock inventory management, accounts management, ensuring compliance and overseeing that the day to day operations are well accomplished.
Executive Director
The Sauce Grill
01.2019 - 01.2021
- Manage company assets, optimizing financial operations, providing leadership to all staff, training all new entrants, establishing business goals, ensuring compliance of taxes and other statutory requirements, overseeing and streamlining daily operations, improving staff welfare.
National Retail Manager
Allied Mobile Communication
07.2016 - 12.2017
- Manage the Retail Stores and Network partnership as per guidelines Increase Device Market share and Revenue in the Channel through Sales, Marketing, Promotions and Customer Experience
- Drive the achievement of Revenue and Customer satisfaction targets as per agreement with the Partners Portfolio Management Developing employee skills and capability in collaboration with Learning & Development
Retail Experience, Quality and Training Manager
Airtel Networks Zambia
06.2015 - 03.2016
- Timely reviews and evaluation of Retail, Premier and reception i.e
- Quality and compliance workflows
- Raising awareness for any problematic areas, communicating quality trends and areas of improvement
- Ensure reviews are conducted to validate findings and recommend actions
- Mapping customer experience requirements vs
- Employee capabilities across all contact points and effectiveness
- Custodian of Regulator quality of service (ZICTA QoS) Audit processes and effectiveness and compliance
Acting Service Experience Manager
Airtel Networks Zambia
12.2014 - 06.2015
- Provide leadership in defining and Operationalize Service Models for all customer lifecycle stages; Provisioning process Adherence KYC/Sim Registration compliance Define and operationalize the Customer Communication policy framework and all other processes in Customer Service
- Custodian for audit within CSD
Retail Customer Service Manager
Airtel Networks Zambia
03.2014 - 12.2014
- Manage the Retail Stores and Franchise rollout for the Airtel Product & Service offering within the Operation Increase market share in the Channel through Sales, Marketing, Promotions and Customer Experience Drive the achievement of Revenue and Customer satisfaction targets
Regional Customer Service Manager
Airtel Networks Zambia
02.2008 - 03.2014
- Coordinate, standardise and supervise the work of the Walk-in centres Meet customer care measures and standards by way of supporting centre activities through Quality monitoring, control and implementation of continuous improvement initiative Accountability of all activities by way of Quality Monitoring Surveys and Product Knowledge Quiz on products and services Ensuring that processes and procedures are adhered to by way of snap checks Resource planning, qualitative and quantitative performance Coordinating company objectives by cascading the role of the customer service team into the company objectives
- Managing and review of budget in terms of promotions, training and other expenses
- Coaching and guidance on development plans for staff
Retail Centre Supervisor
Celtel - Zain Zambia
02.2006 - 02.2008
- Subordinate Effectiveness - Conduct a skills analysis
- Performance Management, identify skills gaps and Team Developments and dynamics
- Develop a coaching and training plan Cash Management - Daily cash ups and Cash snap checks
- Stock availability and accountability
- Stock monitoring and snap checks
- Generating required stock reports Ensure internal service levels are met - Submission of reports on time, escalation as well as timely complaint resolution
- Face to Face customer service - Complaint handling and Complaint Resolution ensuring high product Knowledge
- Merchandising and ambiance maintenance Selling and sales Management including cross and up selling & generation of sales reports
Retail Manager
Barclays Bank Zambia Ltd
02.2001 - 12.2001
- Implementation and role-out of Know Your Customer project Overseeing the retail functions of the business; Checking and verifying all reports coming in from all the retail branches Preparing Monthly retail reports and coordination of branch operations Maintain high levels of customer service activities at the Livingstone branch
Prestige Banking Manager - Holiday Inn
Barclays Bank Zambia Ltd
01.1999 - 01.2001
- Responsible for the smooth running of the centre as regards all bank processes and procedures Ensure service levels are met and customers are catered for according to their personal banking needs within the package Reconciliation and balancing of ATM machines at branch
- Prepare and submit required reports Monitor staff performance, development and evaluation
Customer Service Manager - Choma Branch
Barclays Bank Zambia Ltd
01.1998 - 01.1999
- Responsible for the smooth running of the customer service department
- Ensure adherence to processes and procedures by all staff Adherence to code of conduct and customer service chatter Coordinate counter and cash management Provide support to the personal bankers for customer satisfaction by ensuring the complaint handling procedures are adhered to as well as problem and complaint resolution
Priority Banker
Barclays Bank Zambia Ltd
01.1997 - 01.1998
- One of the pioneers for the Priority Banking section of the Retail Department and responsible for identifying high value clients for recruitment of priority banking membership for revenue generation
- Opening of new accounts Offering all banking services in a private and personalised environment while ensuring customer service levels and satisfaction were met Processing all cash as well as customer transfers requests Query and Complaint resolution
Staff Administration Clerk
Barclays Bank Zambia Ltd
01.1996 - 01.1997
- Reconciliation of profit and loss accounts and suspense accounts
- Monthly returns for ZRA, ZNPF and Personal levy
- Monthly balance sheet Staff account and loan account processing and opening
- Handling Staff administrative issues Branch Payroll reconciliation and balancing
Chief Foreign Cashier
Barclays Bank Zambia Ltd
01.1995 - 01.1996
- Effective supervision of cashiers Processing of Foreign currency transactions for local and external accounts Verification of customer instructions, reconciliation and balancing Custodian duties
Reception Clerk and Cashering
Barclays Bank Zambia Ltd
01.1990 - 01.1994
- Resolving customer queries and providing customer care to clients Processing account opening forms Batch balancing Processing all cash transactions (Deposits and Withdrawals) Till management and balancing
Education
Masters of Business Administration -
University of the People
06.2024
Bachelor of Business Administration -
Supershine University
12.2022
Customer Service Management -
University of South Africa
03.2009
Local Diploma in Marketing -
Lusaka Institute of Business Studies
01.2002
Certificate in Marketing -
Distance Learning with ICS
12.1997
First Level of Banking -
Chartered Institute of Bankers
01.1996
Various in-house Certifications -
Barclays Bank Zambia
01.1995
School Certificate -
St. Monica’s Secondary School
12.1990
Training (Train a Trainer) -
Centum Training
Customer Care Walk-in operations Management -
Lynette Morris Skills Facilitator
7Habits of Highly Effective People -
Franklin Covey
Management Development Program -
Shelly Mc Master Learning institute
Customer Care Walk-in operations Management -
Lynette Morris Skills Facilitator
Microsoft Applications -
Lusaka Business and Technical College
Skills
- Leadership
- Listening and Problem-Solving
- Teamwork
- Sales and Marketing
- Mentorship
- Training and Coaching
Accomplishments
Consistently surpassed sales targets for 6 consecutive months - Helped boost overall sales by 15% as Priority Banking Team Leader
Personal Information
- Date of Birth: 06/13/73
- Nationality: Zambian
Languages
- English, Advanced
- Nyanja, Advanced
- Bemba, Intermediate
- French, Beginner
References
- Mr. Mato Shimabale, HEAD Marketing, ABSA Bank, Lusaka, +26097 8 980165, Mato.Shimabale@barclays.com
- Mr. Raymond Ngoma, Chief Operation Officer, Prudential, +26 097 8 980314, raymond@prudential.co.zm
- Ms. Constance Chewe, Manager - Learning and Development, Atlas Mara, +260978980362
Hobbies and Interests
- Reading and Learning
- Socialising and Exploring
- Cooking
- Voluntary work
- Farming
Projects
Successful implementation of KYC whilst heading the KYC project team at Barclays Bank First Operations project team in Celtel that came up with Customer service operations guide and Service Chatter Roll out of Express outlets for Airtel in the peri-urban and rural areas
Languages
English
First Language
Nyanja
Intermediate (B1)
B1
Bemba
Beginner
A1
Timeline
Administrator - Operations
Blue Black Starch
06.2024 - Current
Administration and Office Coordinator
Ginto Kitchen Investment Limited (Salad Master Dealership)
02.2022 - 12.2023
Executive Director
The Sauce Grill
01.2019 - 01.2021
National Retail Manager
Allied Mobile Communication
07.2016 - 12.2017
Retail Experience, Quality and Training Manager
Airtel Networks Zambia
06.2015 - 03.2016
Acting Service Experience Manager
Airtel Networks Zambia
12.2014 - 06.2015
Retail Customer Service Manager
Airtel Networks Zambia
03.2014 - 12.2014
Regional Customer Service Manager
Airtel Networks Zambia
02.2008 - 03.2014
Retail Centre Supervisor
Celtel - Zain Zambia
02.2006 - 02.2008
Retail Manager
Barclays Bank Zambia Ltd
02.2001 - 12.2001
Prestige Banking Manager - Holiday Inn
Barclays Bank Zambia Ltd
01.1999 - 01.2001
Customer Service Manager - Choma Branch
Barclays Bank Zambia Ltd
01.1998 - 01.1999
Priority Banker
Barclays Bank Zambia Ltd
01.1997 - 01.1998
Staff Administration Clerk
Barclays Bank Zambia Ltd
01.1996 - 01.1997
Chief Foreign Cashier
Barclays Bank Zambia Ltd
01.1995 - 01.1996
Reception Clerk and Cashering
Barclays Bank Zambia Ltd
01.1990 - 01.1994
Masters of Business Administration -
University of the People
Bachelor of Business Administration -
Supershine University
Customer Service Management -
University of South Africa
Local Diploma in Marketing -
Lusaka Institute of Business Studies
Certificate in Marketing -
Distance Learning with ICS
First Level of Banking -
Chartered Institute of Bankers
Various in-house Certifications -
Barclays Bank Zambia
School Certificate -
St. Monica’s Secondary School
Training (Train a Trainer) -
Centum Training
Customer Care Walk-in operations Management -
Lynette Morris Skills Facilitator
7Habits of Highly Effective People -
Franklin Covey
Management Development Program -
Shelly Mc Master Learning institute
Customer Care Walk-in operations Management -
Lynette Morris Skills Facilitator
Microsoft Applications -
Lusaka Business and Technical College
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