KETTY PHIRI
Lulea
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
12
12
years of professional experience
Work History
Call Center Customer Service Representative
ECOBANK ZAMBIA
11.2019 - 11.2021
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Attended telephone skills and program information training sessions to boost aptitude.
Customer Service Executive
ECOBANK
03.2018 - 11.2019
- Provided customer support on loans, money transfers, Internet banking, mobile applications, and other services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Conducted surveys to determine customer opinion of products and services.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Described product and service details to customers to provide information on benefits and advantages.
- Took ownership of customers issues to follow problems through to resolution.
Accounting Clerk Assistant
Highlands Cotton Trading Company
01.2017 - 02.2018
- Reconciled bank accounts with updated information.
- Provided key clerical and administrative support to senior accounting staff.
- Liaised with vendors and customers to resolve discrepancies.
- Maintained clean and organized files by keeping accounts payable records up-to-date.
- Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
Retail Store Supervisor
SPAR
01.2010 - 08.2014
- Answered product questions and assisted customers in selection and checkout.
- Secured building for closing by completing run-through of sales floor, turning off electronic systems and turning on alarms.
- Conducted inventory analysis to determine optimal stock levels.
- Determined layout of store merchandise for visual appeal to consumers.
- Oversaw continuous floor maintenance and recovery efforts, keeping displays and shelves customer-ready and professionally presented.
- Kept merchandise fresh by monitoring use of proper stock rotation procedures and setting up promotions to move out aging products.
Education
Bachelor of Arts - Banking And Finance
CAVENDISH UNIVERSITY
ZAMBIA10.2024
ASSOCIATE DERGREE - BANKING AND FINANCE
ZCAS University
Zambia09.2017
Skills
- Service Recommendations
- Customer Service
- Call Center Operations
- Technical Troubleshooting
- Account Updating
- Call Management
- Complaint Resolution
- Documentation and Reporting
- Brand Promotion
- Data Entry
- Account Management
- Escalation Management
Languages
English, chewa
Native language
Swedish
Beginner
A1
Timeline
Call Center Customer Service Representative
ECOBANK ZAMBIA
11.2019 - 11.2021
Customer Service Executive
ECOBANK
03.2018 - 11.2019
Accounting Clerk Assistant
Highlands Cotton Trading Company
01.2017 - 02.2018
Retail Store Supervisor
SPAR
01.2010 - 08.2014
Bachelor of Arts - Banking And Finance
CAVENDISH UNIVERSITY
ASSOCIATE DERGREE - BANKING AND FINANCE
ZCAS University
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