Highlights:Extensive experience in cultivating exceptional customer relationships and elevating brand loyalty. Proven track record of implementing comprehensive customer experience strategies that align with organizational goals, enhance brand perception, and drive business growth. Highly competent in digital and retail banking operations. Adept at analyzing market trends, leveraging data-driven insights, and implementing initiatives to exceed service standards. Demonstrated expertise in crisis and risk management, problem solving and fostering positive customer sentiments across diverse touchpoints.

Skills:Research, Analysis, management reporting

Goal:Leadership, career progression and fulfillment

Membership:Chartered Institute of Customer Management - Zambia

Certification:Anti-money laundering, Risk and compliance, Customer Service, diplomacy and international relations.

Sales Merchandizing Associate 04/2024 - current
TJX, New York, New York United States
Industry: Retail
Responsible for face to face customer interactions ensuring end to end customer experiences.
- Promotes credit and loyalty programs - Processes and prepares merchandize for sales floor - Initiates and participates in store recovery - Maintains and upholds merchandizing standards - Upholds customer experience practices with internal and external customers--
Retention & Loyalty Specialist 08/2018 - 04/2023
Zambia National Commercial Bank, Lusaka, Lusaka Zambia
Industry: Finance
Comprehensive supportive role in implementing the customer experience strategy
- Brand Management through launch and implementation of brand aligned customer service initiatives, designed brand aligned processes, aligned brand strategy and service matrices, removed silos and unified customer experience across channels -Tracked and monitored customer experience service standards across the bank by managing the Bank’s feedback management process - Supported marketing function by creating brand awareness and social trust through social media customer management - Supported communication function by coordinating aspects of Crisis management and proactive customer communication in driving positive brand perception - Maintained awareness of company risks and threats in projecting a positive company image to the public through quality control - Managed and supervised the Bank’s market research and public opinion agency relating to market trends, customer reasons for satisfaction and brand loyalty. - Analyzed feedback from the market research and presented data in form of actions to assist senior management in generating solutions for improvement - Monitored the media for views and opinions, media liaison and engagement--
Contact Center Coordinator 09/2013 - 08/2018
Zambia National Commercial Bank, Lusaka, Lusaka Zambia
Industry: Finance
Responsible for complaint resolution, and proactive customer communication in order to maintain positive brand perception during challenging situations.
- Managed contracts for suppliers of customer service software and solutions for the bank. - Supervised and coordinated teams in managing customer interactions via email, WhatsApp, Facebook, Twitter and Instagram. - Supported marketing function by creating brand awareness and social trust through social media customer management - Supported communication function by coordinating aspects of Crisis management and proactive customer communication in driving positive brand perception - Coordinated effective implementation and tracking campaigns through CRM - Coordinated customer service participation in events relating to trade shows, exhibitions, sponsorships and Corporate Social Responsibility--
Contact Center Team Leader 03/2002 - 09/2012
Airtel Zambia, Lusaka, Lusaka Zambia
Industry: Telecommunication
Coordinating GSM service delivery through the various contact center channels and providing leadership to the service representatives.
- Developed strategies to assist associates in meeting goals - Monitored and maintained performance standards - Compiled and analyzed quantitative and Qualitative reports. -Identified areas for development to ensure continuous improvement -Prepared weekly reports showing all activities done in that particular week -Ensured the service levels for the shift was attained and gave recommendations for improvement.--

Ibenga Girls Secondary School 01/1991 - 12/1995
Luanshya, Copperbelt, Zambia
Degree: High School Or Below
Major:General Education
General certificate of education providing foundational classes in English, Literature, Mathematics, History, Physics, Biology, Chemistry, Religious Education and French.

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