RACHEL K PHIRI
Lusaka ,Zambia
Summary
Experienced banker with over two decades in customer experience, recognized for developing tailored solutions that reduce costs and boost revenue while enhancing customer satisfaction. Demonstrated leadership abilities with a history of building effective teams and fostering a collaborative work environment. Committed to leveraging expertise to drive operational excellence and improve client relations. Highly organized and resourceful, adept at navigating complex challenges.
Overview
21
21
years of professional experience
Work history
Women’s Banking Senior Specialist
ZANACO
2022.12 - Current
- Focused on driving financial inclusion and tailored banking solutions for women entrepreneurs and professionals
- Developed and implemented women-focused banking products and services, enhancing accessibility and financial empowerment for female clients.
- Built strategic partnerships with women-led organizations and networks, driving brand visibility and customer acquisition.
- Conducted market research and customer segmentation analysis, ensuring product relevance and alignment with women’s financial needs.
- Delivered financial literacy programs and advisory sessions, fostering long-term client relationships and promoting sustainable growth.
Board director
Zambia Federation For Associations of Women In Business (ZFAWIB)
Lusaka, Zambia
2026.02 - 2027.03
- Crafted comprehensive business strategies focusing on market analysis, resource optimisation, and stakeholder engagement to achieve sustainable growth.
- Collaborated with management team using strategic planning and process improvement methodologies to optimise operations and reduce costs effectively.
- Facilitated discussions with board of directors to define organisational objectives and led operational initiatives with decisive action.
Corporate Service Specialist
Zanaco
2018.09 - 2022.01
- Create initiatives that drive sales, product usage and retention of Corporate customers
- Management query escalation and resolution within stipulated turnaround times
- Collaborate with internal stakeholders to enhance customer experience and increase usage of products.
- Manage Ameyo queue performance and adherence to FCR SLA
- Formulate corporate strategy to drive service excellence and address customer pain points across the department.
- Analyze monthly customer performance report, provide weekly board report input and quality complaints MI as per set schedule.
- Coordinate Branch Assessments in key Corporate branches to achieve and maintain quality standard of work.
- Ensure joint ownership of leads with the RMs metricalize to maximize on liability, asset, NFI and interest income growth.
Corporate Service Specialist
First National Bank (FNB) Zambia
2014.08 - 2018.09
- Manage the service desk to drive service resolution as well as monitoring processes and procedures that assist in delivering innovative additional service improvements for all stake holders.
- Analyze and identify customer behavior for changing trends by providing feedback from customer and sales research to aid in service provision and product design.
- Provide regular call reports and monthly sectional analysis reports highlighting insights on customer behavior, pain points and possible leads for portfolio enhancements
Airtel Premier Coordinator
Airtel Zambia
2011.04 - 2014.07
- Manage the Airtel Premier Club which is a program exclusively designed to high networth customers like female entrepreneurs and executives
- Develop and implement initiatives that will reduce churn and provide bouquet packages to drop voluntary churn rates
- Organize and manage corporate involvement at major customer engagement events (e.g. Zambia Open Golf Tournament, LAZ/ZICA AGMs, Zambia International Mining and Energy Conference)
Team Leader Telesales
Airtel Zambia
2010.09 - 2011.03
- Set up and management of the Telesales Call Centre
- Effectively manage a selected clientele, through selling, nurturing and growing the said accounts as per area of segmentation
- Design and selling of tailor-made products and services directly to customers through the contact center
- Training and coaching to ensure performance management and team development
Enterprise (Corporate and SME) Marketing Segment Executive
Zain Zambia
2009.07 - 2010.08
- Provide supplier support through the process of preparing orders, generating Good Received Notes (GRNs) and ensuring the full completion of procuring processes to the time of payment, within the agreed timelines.
- Management of a favorable relationship with Enterprise Segment Customers to ensure retention and build brand loyalty.
- Developing proposals, analyses, business cases and post-evaluations for initiatives to be carried in the segments.
- Setting budgets for the segments and controlling expenditure against the budgets.
- Driving achievement of segment KPIs; Analyzing and implementing corrective actions on the performance of the segments in terms of subscriber numbers, market share, traffic, revenues, churn, etc.Quality control
Office Sales Executive (Retail)
Zain Zambia
2007.10 - 2009.07
- Market, test and sell Zain products and service
- Generate daily sales reports and reconcile stock
- Create a customer database for use in market research and product innovation.
- Maintain favorable relationship with customers by offering world class customer service
- Create effective work force plan
Customer Care Executive
Celtel Zambia
2006.02 - 2007.10
- Act as a liaison between the organization and the customers through knowing and understanding their needs and wants.
- Provide effective and timely solutions to customers’ complaints and queries.
- Provide market data and identify new product opportunities
- Gauge customers’ responses and perceptions towards the company, its products and services.
Education
MBA - Entrepreneurship
UNZA
Gender Equality Changemaker Certification
Digital Frontiers
2023-12
BA Hons - Business Studies
Greenwich University
Diploma - Marketing
Evelyn Hone College
Grade XII Certificate - undefined
St Mary’s Secondary School
Skills
- Self-Motivated
- Proactive
- Team player
- Financial Literacy & Advisory Services
- Stakeholder Management
- Innovative self-starter
- Inter-personal, negotiating and presentation skills
Affiliations
Board Director, Zambia Federation For Associations Of Women In Business (February 2026 to March 2027)
CHARACTER REFEREES
- Musonda Kabemba, Head Retail- Distribution, 096 2 997773, Zambia National Commercial Bank
- Mark, Chicha, Marketing Manager, 097 8 980198, Multichoice Zambia Ltd
- Arthur, Mwiinga, Executive Director, ADD Capital, Chingola, Cell: 096 4 618588
INTERESTS
Fitness Activities (i.e aerobics, spin and jogging), Travelling, Site seeing, Reading, Baking
AWARDS
Deal Team Award (2023, 2024, 2025), YATU award (2022), CIB Dr Phil Award (2021), 03 Zanaco GEM Award (2021), Best Performing Team (2019), performance (2020), Service Champion (2020), Elephant Award for exceptional innovation, creativity and resourcefulness (2016), Customer Service Director’s award (2007)
TRAINING
- Silicon Valley Innovation &Culture Immersion Workshop (June 2025) - Califonia, USA
- Optimal Flexus Service - Durban, South Africa
- Leadership Skills
- Motivation- Galamukani Consultants
- Customer Handling Skills
- Green Light Session – Dotted Line
- ‘The Customer is King’ – Management X-press and British Council
Timeline
Board director
Zambia Federation For Associations of Women In Business (ZFAWIB)
2026.02 - 2027.03
Women’s Banking Senior Specialist
ZANACO
2022.12 - Current
Corporate Service Specialist
Zanaco
2018.09 - 2022.01
Corporate Service Specialist
First National Bank (FNB) Zambia
2014.08 - 2018.09
Airtel Premier Coordinator
Airtel Zambia
2011.04 - 2014.07
Team Leader Telesales
Airtel Zambia
2010.09 - 2011.03
Enterprise (Corporate and SME) Marketing Segment Executive
Zain Zambia
2009.07 - 2010.08
Office Sales Executive (Retail)
Zain Zambia
2007.10 - 2009.07
Customer Care Executive
Celtel Zambia
2006.02 - 2007.10
MBA - Entrepreneurship
UNZA
BA Hons - Business Studies
Greenwich University
Diploma - Marketing
Evelyn Hone College
Grade XII Certificate - undefined
St Mary’s Secondary School
Gender Equality Changemaker Certification
Digital Frontiers