SHARON KALIMA MWANZA
Lusaka
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Customer Service Advisor
Investrust Bank
Lusaka
2020.02 - Current
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- As Customer Service Advisor, I serve as point of contact for both new and old clients, customer queries and complaint resolution.
- Scrutinize accounts before opening and ensure KYC compliance, sanction screening.
- Weekly customer service surveys and register compilation.
- Marketing of products and services.
- Ensuring compliance and adherence to best practices of all bank requirements for new and existing clients and queue management
- Help large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Service Champion
Investrust Bank
2013.11 - 2019.12
- As Customer Service Champion, served as primary point of contact to bank customers with roles relating to transaction processing, marketing bank products, processing payments to temporal workers and recommending and implementing improved methods of accounting to reduce risk and fraud.
- Managed weekly reports on customer care and retention.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants
Research Assistant
OXFAM GB
2012.01 - 2012.12
- Performed supporting role in the Disaster Risk Reduction Project Effectiveness audit including data entry, proof reading and reporting
Research Assistant
Ruralnet and Associates
2009.03 - 2009.11
- Gathered, arranged and corrected research data to create representative graphs and charts highlighting results for presentations.
Education
Bachelor of Arts - Development Studies
The University of Zambia
Lusaka,Zambia2010
Skills
- Upselling Products and Services
- Verbal and Written Communication
- Issue and Complaint Resolution
- Understanding Customer Needs
References
Mrs. Eunice Chola
Branch Manager –Main Branch Investrust Bank
Lusaka Cell: +260 955 835353
Mrs Tina Makayi Chizyuka
Branch Manager - Investrust Bank,
Odys Branch
Cell: +260 977 313431
Mr. Chikusela Sikazwe
(Former program Manager – Clinton Health Initiative)
Lusaka, Zambia
Cell: +260 966 766829
Timeline
Customer Service Advisor
Investrust Bank
2020.02 - Current
Customer Service Champion
Investrust Bank
2013.11 - 2019.12
Research Assistant
OXFAM GB
2012.01 - 2012.12
Research Assistant
Ruralnet and Associates
2009.03 - 2009.11
Bachelor of Arts - Development Studies
The University of Zambia
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