SIMON MUTALE
Solwezi
Summary
Self-motivated professional committed to delivering exceptional customer service and achieving sales targets. Strong problem-solving and interpersonal skills enhance customer experiences while ensuring compliance with policies. Continuously seeks to develop skills in dynamic environments that foster growth and performance.
Overview
6
6
years of professional experience
Work History
Customer Care Officer
Access Bank
Solwezi
01.2024 - Current
- Deliver exceptional customer service
- Resolved customer complaints using effective communication and problem-solving skills to ensure customer satisfaction
- Cross-sold banking products to enhance customer financial solutions
- Achieve assigned KPIs and sales targets
- Opened customer accounts using Flexcube and Finflows systems
- Process loans and salary advances
- Processed issuance of Visa Debit Cards through CR2 platform
- Managed customer flow in branch lobby to improve service efficiency
- Ensure compliance with KYC, AML, and ATF policies
- Participate in branch sales campaigns
Bank Teller
Atlas Mara Bank (now Access Bank)
Solwezi
01.2023 - 01.2024
- Trained new tellers on operational procedures and customer service techniques.
- Promoted banking products and services to enhance customer engagement and drive account growth.
- Assisted customers with account inquiries and provided tailored product information to support informed decision-making.
- Processed customer transactions efficiently and accurately.
- Performed cash handling duties including counting currency, coins and checks.
- Logged and recorded financial transactions, ensuring compliance with record-keeping standards.
- Manage customer confidentiality
- Process foreign currency transactions
Customer Sales Representative
Zamtel
01.2022 - 01.2023
- Managed sales of merchant physical and virtual stock while supporting appointed distributors.
- Retail shop operations: sales, service, and marketing
- Created and presented performance reports to management for strategic decision-making.
- Performance reporting for management
- Coordinated stakeholder communication to align project goals and expectations.
- Internal audits and reporting
Sales Executive
Rovert Marketing Zambia
01.2021 - 01.2022
- Customer acquisition and outreach
- Product sales and marketing
- Assessed client needs, delivering tailored solutions to enhance satisfaction.
- Provided after-sales service, fostering client retention and loyalty.
- Managed databases, ensuring data integrity and accessibility for improved reporting.
Education
Certified Credit Professional -
Zambia Institute of Banking & Financial Services
07-2026
MBA – Master of Business Administration -
Copperbelt University
01-2026
Bachelor’s Degree - Educational Administration & Management
The University of Zambia
01-2021
Full Grade 12 Certificate -
Kamwala Secondary School
01-2013
Skills
- Customer service orientation
- Complaint resolution
- Problem resolution
- Transaction management
- Cross-selling techniques
- Financial product promotion
- Customer needs analysis
- Attention to detail
- Organizational skills
- Transaction documentation
- Microsoft Office Suite
- Policy adherence
- Relationship management
Personal Attributes Strengths
- Collaborative team player with a strong focus on achieving results
- Excellent organizational and planning abilities
- High attention to detail and accuracy
- Strong interpersonal and leadership skills
- Customer-focused with a solid client service orientation
- Proficient in analytical thinking and problem-solving
- Quick to learn and highly adaptable to new environments
- Skilled in records management and documentation
- Able to work independently with minimal supervision
- Highly organized and effective at multitasking
- Excellent time management and ability to meet tight deadlines
- Strong verbal and written communication skills
- Proficient in report writing and delivering presentations
- Competent in financial and material resource management
- Technologically proficient; skilled in Microsoft Office, email, and internet applications
Timeline
Customer Care Officer
Access Bank
01.2024 - Current
Bank Teller
Atlas Mara Bank (now Access Bank)
01.2023 - 01.2024
Customer Sales Representative
Zamtel
01.2022 - 01.2023
Sales Executive
Rovert Marketing Zambia
01.2021 - 01.2022
Certified Credit Professional -
Zambia Institute of Banking & Financial Services
MBA – Master of Business Administration -
Copperbelt University
Bachelor’s Degree - Educational Administration & Management
The University of Zambia
Full Grade 12 Certificate -
Kamwala Secondary School