MS BATHSHEBA NYIRONGO
Lusaka
Summary
Experienced customer service professional with a deep understanding of the service industry. Strong team player known for positive and outgoing demeanor, adept at building rapport with clients. Committed to ensuring customer satisfaction and driving company success. Specializes in optimizing quality, speed, and processes. Articulate, energetic, and results-oriented with a genuine passion for fostering relationships, cultivating partnerships, and driving business growth.
Overview
9
9
years of professional experience
Work History
SALES AGENT
PAN AFRICAN BUILDING SOCIETY
08.2015 - 02.2016
- Achieve account target as set by business unit
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
- Selected correct products based on customer needs, product specifications and applicable regulations.
Premier B
First National Bank
09.2023 - Current
- To deliver on the value proposition towards the high net worth segment and obtain sustainable growth on new sales, assets, liabilities and profitability growth by acquiring new relationships and ongoing portfolio management of customers across the premier segment
- Identifying customer needs and delivering customised solutions Handling customer complaints and escalations within branch are resolved Understand the needs and expectations of the customers Ensure requests from frontline management and staff are processed in a professional manner Compliance with internal and external processes Help the customers understand how best to use the bought solutions ensure that customers are served promptly & efficiently
- Answer telephone and address inquiries.
Service Advisor
First National Bank
06.2023 - 09.2023
- Adherence to service standards Understand the needs and expectations of the customer Deal with any customer related enquiries and complaints in a professional manner as specified in the service standards
- Uphold and ensure administrative staff adherence to Service Standards and Behaviour
- Ensure that any requests from frontline management and staff are processed in a professional manner Campaign management Marketing material stock control Complaints management and automated system Ensure the Branch is ready prior to opening
- Achieve competence against all key result areas required
- Coach frontline staff to provide the appropriate experience to customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Acting Relationship Banker
First National Bank
11.2022 - 03.2023
- Collaborating with management on setting credit policies and standards Achieve penetration on assets and liabilities Achievement measured month on month by the value of consumer Loans Reviewing of financial information and status of applicant Obtain and compile copies of loan applicants' credit histories, corporate financial statements, and other financial information
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Cultivated strong customer relationships by providing tailored advice and services.
- Obtain credit reports Submit applications to credit analysts for verification and recommendation
- Ensuring set objectives are met and above target Financial advisor on the various investment options including fixed deposits and government securities
Customer Service Retail Sales Consultant
First National Bank
09.2015 - 01.2023
- Achieve account target as set by business unit Achieve penetration on Savings for Active accounts Drive and increase the uptake on insurance Maximise cross sell opportunities and strengthen client relationships Achievement measured month on month by the value of consumer Loans Digital migration of customers through mobile and online Banking
- Developed strong rapport with customers and created positive impression of business.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
Education
Bachelor of Arts in Financial Services -
University Of Zambia
01.2023
Diploma in Banking and Finance - undefined
Zambia Centre for Accountancy Studies
01.2014
Grade 12 Certificate - undefined
Kansenshi High School
01.2011
Skills
- Customer Retention
- Retail sales professional
- Customer Service
- Listening Skills
- Financial Planning
- Portfolio Management
- Professional Demeanor
- Analytical Thinking
Timeline
Premier B
First National Bank
09.2023 - Current
Service Advisor
First National Bank
06.2023 - 09.2023
Acting Relationship Banker
First National Bank
11.2022 - 03.2023
Customer Service Retail Sales Consultant
First National Bank
09.2015 - 01.2023
SALES AGENT
PAN AFRICAN BUILDING SOCIETY
08.2015 - 02.2016
Bachelor of Arts in Financial Services -
University Of Zambia
Diploma in Banking and Finance - undefined
Zambia Centre for Accountancy Studies
Grade 12 Certificate - undefined
Kansenshi High School
Nrc
461624/61/1
Personal Information
- Date of Birth: 10/10/94
- Nationality: Zambian
- Marital Status: Single
Awards
- Service Award on attaining the highest number of Savings Pockets (FNB)Awarded 18 August 2018
- Highest Motor insuarance premium collected in single sale (K405,000)
References
- Ms Mukelabai Habeenzu, Adminitration Manager - Industrial Branch, First National Bank, mhabeenzu@fnbzambia.co.zm, 0977 726979
- Mr Bernard Lwenje, Head of Alternate Channels, First National Bank, blwenje@fnbzambia.co.zm, 097 1258860
- Mr Mkiso Mbuzi, Manager - Premier Banking, INDO Zambia, 0977 474006
Trainingsattended
- Data privacy and protection
- Anti Money Laundering
- KYC
- Financial Crime Awareness
- Retail Credit Analysis
- Service With a Sale
- Negotiation skills
Nrc
461624/61/1
Personal Information
- Date of Birth: 10/10/94
- Nationality: Zambian
- Marital Status: Single
Awards
- Service Award on attaining the highest number of Savings Pockets (FNB)Awarded 18 August 2018
- Highest Motor insuarance premium collected in single sale (K405,000)
References
- Ms Mukelabai Habeenzu, Adminitration Manager - Industrial Branch, First National Bank, mhabeenzu@fnbzambia.co.zm, 0977 726979
- Mr Bernard Lwenje, Head of Alternate Channels, First National Bank, blwenje@fnbzambia.co.zm, 097 1258860
- Mr Mkiso Mbuzi, Manager - Premier Banking, INDO Zambia, 0977 474006
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