Nancy Mwenda
Lusaka
Summary
Dedicated and adaptable professional with a proactive attitude and quick learning ability. Possessing a strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals. Expertise in strategic planning, customer relationship management, and team leadership, making a valuable asset to any organization.
Overview
7
7
years of professional experience
Work History
Contact Centre Sales Officer
AB Bank Zambia
04.2022 - Current
- Facilitated loan processing, ensuring compliance with banking regulations, policies, and procedures, and achieving a significant reduction in processing time
- Managed banking transactions with high accuracy, ensuring adherence to regulatory requirements and minimizing transaction errors
- Provided exceptional customer service, responding promptly to customer inquiries and resolving queries efficiently
- Developed and maintained sales portfolios, consistently meeting sales targets and identifying opportunities for growth and expansion, resulting in increased new business
Customer Service Agent
Intelligent Mobility Solutions
05.2018 - 04.2020
- Maintained accurate client records, updated manual and digital portfolios, and contributed to high customer service ratings
- Educated clients on speed fines and other traffic infringements, how to make payments, and view their outstanding speed fines online and resolved other inquiries regarding accounts statement information
- Facilitated communications through the management of inbound and outbound customer calls, thus achieved a high satisfaction rating through proactive one-call resolutions of customer issues
- Adapted to new applications and maintained knowledge of current technologies
COMMITTEE CLERK-INTERN
NATIONAL ASSEMBLY OF ZAMBIA
01.2018 - 03.2018
- Assisted coworkers and staff members with special tasks, improving operations through consistent hard work and dedication
- Distributed proposed meeting agenda items, completed required stakeholder information, and generated reports
- Generated reports after each committee meeting.
- Interacted with vendors, stakeholders, and professional services personnel to receive generated information, indirect activities, and communicate instructions according to the guidelines of the National Assembly
Education
Master Of Arts - Development Studies
University of Lusaka
Lusaka, Zambia Bachelor Of Applied Arts - Social Work
University of Zambia
Lusaka, Zambia 01.2017
Certificate - Customer Care Service
AB Bank Training Program
Lusaka Zambia 04.2016
General Certificate Of Education -
Munali Girls High
Lusaka, Zambia 12.2010
Skills
Customer relationship management
Loan processing and management
Banking transactions and documentation
Customer service and compliance
Data management and analysis
Attention to detail and organizational skills
Excellent communication and interpersonal skills
CRM software proficiency
References
Charity Chikoti, Contact Centre Manager
Ab Bank Zambia
charity.chikoti@abbank.co.zm
0963883509
Anna B Selemani, Contact Centre Supervisor
AB Bank Zambia
anna.selemani@abbank.co.zm
0977401999/0955
Mrs Ngosa Tamele, Customer Care Supervisor
Intelligent Mobility Solutions
ngosa.tamele@gmail.com,
0978980476
Timeline
Contact Centre Sales Officer
AB Bank Zambia
04.2022 - Current
Customer Service Agent
Intelligent Mobility Solutions
05.2018 - 04.2020
COMMITTEE CLERK-INTERN
NATIONAL ASSEMBLY OF ZAMBIA
01.2018 - 03.2018
Master Of Arts - Development Studies
University of Lusaka
Bachelor Of Applied Arts - Social Work
University of Zambia
Certificate - Customer Care Service
AB Bank Training Program
General Certificate Of Education -
Munali Girls High
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