Hi, I’m
MALAOE NKUMBULA
Lusaka
Doors can not remain locked forever, eventually one knock will unlock the greatest door of opportunity.
Mela Chibesakunda
Summary
Knowledgeable and dedicated customer service professional with extensive eleven year experience . Solid team player with capability in problem solving, high levels of integrity and analytical skills. Positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to organization. Good written and oral communication skills, Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
years of professional experience
Work History
Stanbic Bank Lusaka
Customer Service Consultant
7 2018 - 02.2019
Job overview
- Provided fast, friendly customer service whilst receiving customer instructions and requests.
- resolution of customer queries and timely processing of in-house cheques and instructions.
- on boarding of customers on bank digital platforms including internet banking, mobile banking, business online, e-tax and AT cards
- Consult carefully with customers in order to maximise satisfaction and prevent problems.
- Shared product knowledge with customers while making personal recommendations.
- Obtained referrals from existing customers and sought out new leads to provide sustained revenue streams.
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
- Keep well filed, processed customer instructions and records in line with banks compliance rules
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
- Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
- Employed prescribed sales processes to cultivate strong customer relationships.
- Collaborated with sales and service departments to implement proactive changes based on customer feedback, leading to direct drop in customer complaints.
Stanbic Bank Lusaka
Consultant , Customer Call Centre
04.2011 - 06.2018
Job overview
- Provided quality communication, customer support and after sales support service for enquires received via email, phone or letter from all segments of bank .
- Provide timely resolution of queries whilst taking ownership of every situation with client.
- On boarded customer on banks digital platforms
- Processed audit confirmations and reference letters within stipulated turnaround times
- Trained new employees on company customer service policies and service level standard, resolution of queries and customer requests.
- Generated and passed on leads to various products houses in bank to provide customer satisfaction
- Informed customers about sales and promotions in a friendly and engaging manner.
- Documented calls and caller information in sales force to help bank determine pain points being experienced by customers.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Supported clients with business analysis, documentation and data modeling.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Authored detailed work plans to meet business priorities and deadlines.
Stanbic Bank Lusaka
Acting Assistant Relationship Manager CIB
07.2012 - 02.2013
Job overview
- Conducted research on clients, their business, operations and performance, as well as trends in their specific industries at the request of the manager client coverage.
- Ensure that the client information is updated in all the relevant information systems, and when outdated, liaise with clients to gather the updated information.
- Compile and analyze reports on client profitability, product profitability and provide input to the budget planning and performance management process.
- Support Managers: Client Coverage in the credit process including credit
applications, PCC (paper preparation), excess management, and
compliance related issues to achieve zero write-off of debt, zero
operational loss issues and other relevant workflows between credit and
coverage. - Ongoing review of client base for potential High Risk clients.
- Develop and prepare credit paper for submission to the Pre-Credit
Committee (PCC) in conjunction with the Manager: Client Coverage. - Develop and prepare appropriate documentation to complete annual credit review in conjunction with the Manager: Client Coverage.
- Act as escalation point for any identified risks to Manager: Client Coverage.
- Carried out day-day-day duties accurately and efficiently.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Stanbic Bank Lusaka
A.T.M Custodian
08.2009 - 03.2011
Job overview
- Ensure availability of full functional automated teller machine service to customers.
- Maintain high level of integrity and ethical standards. Conducting physical inspections including spot cash checks.
- Worked flexible hours; night, weekend, and holiday shifts.
Stanbic Bank Lusaka
General Ledger Clerk
02.2008 - 07.2009
Job overview
- Ensure that entries are posted for cash in transit obtained by ATM custodians.
- Processing and printing of ATM reports.
- filed and managed all entries processed during day in order to reduce exposure and thereby minimizing risk.
- Reconcile ATM entries with general ledger.
Education
ZCAS Zambia Centre For Accountancy StudiesLusaka
from ACCOUNTING
University Overview
- 2003-2005 C.A.T Certified accounting technician -certificate obtained
- 2005-current A.C. C.A Association of Chartered Certified Accountants -yet to be obtained
Skills
- Understands customer needs
- Excellent query resolution skills
- Personal organization
- Team player
- Problem solving skills
- Analytical thinker
- Good written and oral communication
- Managing customer relationships
- Relationship building skills
- Relationship and rapport building
- Customer Retention Strategies
- Interior and Exterior Cleaning
- Customer Data Confidentiality
- Selling Skills
- Upbeat and Positive Personality
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Acting Assistant Relationship Manager CIB
Stanbic Bank
07.2012 - 02.2013
Consultant , Customer Call Centre
Stanbic Bank
04.2011 - 06.2018
A.T.M Custodian
Stanbic Bank
08.2009 - 03.2011
General Ledger Clerk
Stanbic Bank
02.2008 - 07.2009
Customer Service Consultant
Stanbic Bank
7 2018 - 02.2019
ZCAS Zambia Centre For Accountancy Studies
from ACCOUNTING
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