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NELSON KATAMBO
Lusaka
Summary
I am an efficient, organized and capable person able to take on the duties of developing a safe working environment by adhering to all the necessary safety requirements. Computer literate in Ms-Office. Able to work on own initiative, under pressure and as part of a team. Good analytical, design and problem-solving skills. High personal motivation, self-management, and detail-orientation. Strong spoken and written skills. Open-minded for learning and acquiring skills. Currently looking to join a suitable institution that offers good opportunities for career development.
Overview
11
11
years of professional experience
Work History
Call Centre Team Lead
Betway Zambia
05.2023 - 07.2024
- Responded to team support questions quickly to maintain call center efficiency.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
- Participated in the recruitment process to identify top talent for call center positions, ensuring a strong foundation for continued success.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
Call Centre Agent
Betway Zambia
Lusaka, Zambia
04.2022 - 04.2023
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
CONTACT CENTER AGENT
ISON XPERIENCES (ZANACO PROCESS)
- Picking customer calls and assisting them with queries by logging in cases
- Making follow up calls to customers to update them on status of their cases
- Calling customers to sell new Bank products
GAMING TABLE INSPECTOR
Lusaka Diamond Casino
01.2014 - 01.2018
- Monitoring and observing customers and employees to ensure compliance with gaming regulations and procedures
- Inspecting and auditing the counting of money and gaming property
- Reviewing and processing gaming patron complaints
- Taking corrective measures if gaming sessions are not conducted professionally.
Education
Premier College for Banking and Finance
Arakan High School
Arakan Jr Secondary School
Chilenje B' Basic School
Skills
- Problem-solving skills
- Answering questions
- Gathering information
- Follow-up skills
- Call Monitoring
- Coaching and Mentoring
- Employee Motivation
- Information tracking
- Schedule Coordination
Languages
Keyskillsandcompetences
- Articulate with excellent communication skills, and able to liaise with people from different backgrounds.
- Always alert and pay attention to detail
- Trustworthy and capable of working in highly confidential environments.
- Having deductive reasoning and logic to make decisions in the case of emergencies and alterations.
- Friendly and approachable but able to show authority and be firm in required situations.
Personal Information
- Date of Birth: 02/10/94
- Gender: Male
- Nationality: Zambian
- Marital Status: Single
References
- Mss. Vivian Kaluba, Skills Developer, ISON Xperiences, P.O. Box 300374, Lusaka, Zambia, 260 979787235
- Mr. Ticklay Mwanza, Tables Manager, Lusaka Diamond Casino, P.O. Box 300374, Lusaka, Zambia, 260 977 815921
- Ms. Agnes Hambole, Senior Investigations Officer, Anti-Money Laundering, P.O. Box 710385, Lusaka, Zambia, 260 977 879600
Hobbies and Interests
- Reading
- Travelling
- Exercising
- Watching Football
- Watching History Documentaries
Timeline
Call Centre Team Lead
Betway Zambia
05.2023 - 07.2024
Call Centre Agent
Betway Zambia
04.2022 - 04.2023
GAMING TABLE INSPECTOR
Lusaka Diamond Casino
01.2014 - 01.2018
CONTACT CENTER AGENT
ISON XPERIENCES (ZANACO PROCESS)
Premier College for Banking and Finance
Arakan High School
Arakan Jr Secondary School
Chilenje B' Basic School