Ngoza Latisha Mulela Makani
Lusaka
Summary
Dedicated and detail-oriented with years of experience in providing exceptional administrative support in fast-paced office environments.
Proficient in managing schedules, organizing documents and maintaining accurate records to ensure smooth operations.
Strong communication and interpersonal skills, with a proven ability to collaborate effectively with team members and clients.
Eager to contribute to a dynamic team and assist in streamlining processes to improve efficiency.
Overview
17
17
years of professional experience
25
25
years of post-secondary education
1
1
Certification
Work History
Customer Service and Brand Administrator
Cavmont Bank - Head Office
Lusaka
01.2016 - 01.2021
- Handled sensitive information discreetly, maintaining confidentiality at all times as required by protocol.
- Streamlined office operations by implementing efficient administrative procedures.
- Managed office supplies and branding materials inventory, ensuring readiness for all projects at any given time.
- Organized important company meetings, leading to improved communication across departments.
- Facilitated internal communications with clear and concise memos and bulletins.
- Assisted the department head to effectively coordinate large-scale corporate events.(Corporate Social Initiative events, Customer acquisition and retention events, Product launches, year end awards ceremonies, trade marketing shows and exhibitions).
- Compiled essential data into useful spreadsheets enhancing overall understanding of business performance and customer feedback.
- Customer engagement through social media channels.
Administrative Assistant: International Banking
Cavmont Capital Bank (Cavmont Bank)
Lusaka
08.2010 - 12.2015
- Processing of invoices and payment instructions-Ensuring timely payments and maintaining positive vendor and client relations
- Preparation and distribution of reports on trading activities, performance and risk exposure.
- Maintenance of all necessary documentation for compliance purposes-Streamlined the office filling system reducing document retrieval time and improving overall office efficiency.
- Customer service and query resolution.
Customer service representative
Cavmont Capital Bank (Cavmont Bank)
Kitwe
10.2003 - 07.2010
- Processing customer accounts.
- Handling customer queries and complaints-providing appropriate solutions and alternatives within the time limits and following through on client commitments to ensure resolution.
- Processing client instructions, payments and returns.
- Effectively communicating with customers and associates through inbound and outbound calls,
- Support other team members, departments and branches as needed-including participation in team meetings strategy sessions, contributing ideas and insights.
- Managing the reception area-providing customer service to visitors and maintaining a good company image.
- Sale and cross-selling of products to walk in customers.
Education
Certified Customer Service Professional - Customer Service
CUSTOMER SERVICE INSTITUTE OF AMERICA-CSIA
05.2001 - 12.2019
Certificate - Banking and Finance
The Zambia Institute of Bankers
Lusaka , Zambia 04.2002 - 02.2004
GCSEs -
Mukinge Girls Secondary School
Zambia 01.1996 - 11.2000
Skills
- Leadership skills
- Customer centric
- Basic computer skills (Outlook, Word, Excel, PowerPoint)
- Excellent written and verbal communication
- Team and people oriented
- Critical thinker and quick learner
- Team player
Certification
- Zambia institute of Banking and Finance
- Chartered Institute of Customer Management Zambia
- Customer Service Institute of America.
Timeline
Customer Service and Brand Administrator
Cavmont Bank - Head Office
01.2016 - 01.2021
Administrative Assistant: International Banking
Cavmont Capital Bank (Cavmont Bank)
08.2010 - 12.2015
Customer service representative
Cavmont Capital Bank (Cavmont Bank)
10.2003 - 07.2010
Certificate - Banking and Finance
The Zambia Institute of Bankers
04.2002 - 02.2004
Certified Customer Service Professional - Customer Service
CUSTOMER SERVICE INSTITUTE OF AMERICA-CSIA
05.2001 - 12.2019
GCSEs -
Mukinge Girls Secondary School
01.1996 - 11.2000
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