Misozi Banda KALILO
Lusaka
Summary
I am a seasoned career Banker with over 15 years industry experience in cashiering, supervisory and customer service, Personal Banking and Relationship Management. My objective apart from pursuing a career in the field of banking, where I would apply my knowledge, experience and ideas to ensure that I emerge as an excellent Banking Professional. Dynamic individual with hands-on experience in Relationship Management and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals. Experienced with building and sustaining strong client relationships. Utilizes effective communication and problem-solving skills to address client needs and ensure satisfaction with a track record of managing diverse portfolios and achieving client loyalty through strategic relationship management.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Relationship Manager
Absa Bank Zambia
Lusaka, Zambia
06.2021 - Current
- To develop and grow relationships with Absa Premier customers and growing the customer base through targeted sales efforts and deliver the impeccable service.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Consistently exceeded quarterly sales goals by cultivating a strong network of professional contacts and referrals.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
- Strengthened client relationships by actively listening to their needs and providing tailored financial solutions.
- Identified new business opportunities through diligent market research and analysis, contributing to increased revenue growth.
- Provided exceptional customer service, resolving issues promptly and maintaining client trust throughout the resolution process.
- Maintained knowledge on banking products and distribution to provide optimal service support.
- Developed targeted presentations for prospective clients, effectively showcasing the value of our services and products.
- Continuously updated personal knowledge of banking regulations and compliance requirements to minimize risk exposure for both clients and the organization.
- Participated in staff meetings to discuss innovative strategies to improve services.
- Implemented effective communication strategies to maintain ongoing dialogue with clients, fostering long-term partnerships.
- Coordinated efforts between various departments such as sales, credit assessment, operations teams for smooth delivery of services to clients.
- Organized and participated in client appreciation events, fostering strong community and enhancing client loyalty.
- Facilitated seamless communication between clients and service departments, ensuring timely resolution of issues.
Personal Banker
Barclays Bank Zambia
Lusaka, Zambia
08.2015 - 06.2021
- Deliver exceptional sales performance by identifying and meeting customer needs through selling and cross selling of all Barclay now Absa retail products and services.
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Promoted financial products by maintaining excellent service offering knowledge.
- Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
- Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
- Boosted sales of bank products through effective cross-selling and up-selling techniques.
- Cross-sold bank products and services to meet customer needs and provide options.
- Enhanced client retention with proactive follow-ups and timely resolution of account issues.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Contributed to a positive work environment, fostering teamwork among colleagues to enhance productivity levels.
- Leveraged advanced knowledge of banking products/services to deliver custom presentations that effectively addressed unique client needs.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Followed up with customers to gather feedback and provide additional assistance.
- Negotiated favorable terms for clients in loan restructuring, providing financial relief.
Service Support Officer
Barclays Bank Zambia
Lusaka, Zambia
11.2013 - 08.2015
- End to end complaint management, champions and promote excellent customer service, motivate and inspire staff to improve service levels.
- Enhanced customer satisfaction by addressing inquiries and resolving issues in a timely manner.
- Demonstrated adaptability in taking on additional responsibilities as needed during times of high workload, maintaining consistent performance under pressure.
- Reduced response time for customer inquiries through efficient triaging of incoming calls and emails.
- Implemented data management systems to maintain accurate client records and improve information accessibility.
- Supported sales team with lead generation efforts by researching potential clients using various online tools.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Trained staff on operating procedures and company services.
- Investigated and resolved accounting, service and delivery concerns.
Contact Centre Agent
Barclays Bank Zambia
Lusaka, Zambia
06.2010 - 11.2013
- Receive and log calls from both Barclays and non-Barclays customers, own the resolution of customer queries and complaints.
Chief Cashier
Barclays Bank Zambia
Lusaka, Zambia
04.2010 - 06.2010
- Cashier Functions, issuing ATM cards and Cheque books, issue bank statements and balances.
Cashier
Barclays Bank Zambia
Lusaka, Zambia
09.2007 - 04.2010
- Receive and disperse cash and instruments, customer service, identify sales leads and making sales.
Administrative officer
Zambia Wildlife Authority (ZAWA)
Zambia
04.2017 - 09.2007
- In charge of Staff Recruitments, staff data base, production of Human Resource monthly reports.
Education
Bachelor of Science in Human resources Management -
11.2020
Professional Diploma in Banking and Financial Services -
01.2016
Advanced Professional Diploma in Banking -
01.2014
Diploma in Human Resource Management -
Evelyn Hone College
12.2005
GCE -
Mazabuka Girls
12.2000
Skills
- Relationship Building
- Client Relationships
- Relationship building and management
- Excellent Communication
- Portfolio Growth
- Risk Management
Accomplishments
- Emerged as the best Relationship Manager for the year 2023 under the Oremuer
- Was outstanding performer for 4 years in a role
Otherstrengths
- Team player
- Able to work with minimal supervision
- Able to adapt quickly in a new environment
- Strong negotiation skills
- Strong analytical and numerical skills
- Strong Leadership skills
- Proven sales ability
References
- Jason Kunda, Centre Manager, Elunda Premier Banking, Jason.Kunda@absa.africa, Absa Bank Zambia
- Naomi Banda, Retail Director, Naomi.Mwenya@absa.africa, Absa Bank Zambia
Training
- Customer Service, Forum Skills Hub, 05/01/12
- Customer Service, ZAMHOST, 11/01/09
- HIV/AIDS Leadership & Human Rights Diploma, 10/01/06
- Various other trainings that are mandatory in Barclays Bank
Computer Experience
Expert in the use of Boc, Winfos now teller, Ebox, Sybrin and very good in Microsoft office suit
Affiliations
- Zambia Institute of Human Resource Management.
- Zambia Institute of Banking and Financial Services.
- Customer Service Peofessionals in Zambia
Certification
- Risk Management, Moodys
- Premier Relationship Management Certification
Languages
English
Beginner (A1)
Chewa
Beginner (A1)
Tonga
Beginner (A1)
Timeline
Relationship Manager
Absa Bank Zambia
06.2021 - Current
Administrative officer
Zambia Wildlife Authority (ZAWA)
04.2017 - 09.2007
Personal Banker
Barclays Bank Zambia
08.2015 - 06.2021
Service Support Officer
Barclays Bank Zambia
11.2013 - 08.2015
Contact Centre Agent
Barclays Bank Zambia
06.2010 - 11.2013
Chief Cashier
Barclays Bank Zambia
04.2010 - 06.2010
Cashier
Barclays Bank Zambia
09.2007 - 04.2010
Bachelor of Science in Human resources Management -
Professional Diploma in Banking and Financial Services -
Advanced Professional Diploma in Banking -
Diploma in Human Resource Management -
Evelyn Hone College
GCE -
Mazabuka Girls