Chibangu Chali

Oversaw daily operations of Zedmobile service centers, ensuring customer-centric and cost-effective services. Developed service level standards and monitored performance to enhance sales. Conducted quality checks and prepared performance reports for strategic decision-making.

Analyzed customer feedback and developed communication plans to enhance customer experience. Fostered collaboration between departments and managed escalated queries to ensure timely resolutions.

Prepared customer onboarding and health check reports. Engaged with customers to identify service-related concerns and supported Relationship Managers in maintaining strong relationships.

Liaised with retail staff to verify payments and managed service downgrades and upgrades. Coordinated installations and ensured high levels of customer satisfaction.

Provided first-line support to customers across multiple channels, ensuring high satisfaction levels and resolving issues effectively. Maintained records of interactions and escalated complex issues.

Executed digital strategy by educating customers on mobile banking channels and providing product support. Engaged in e-channel sales and resolved customer queries.

Completed a Bachelor of Arts Degree in Business Administration, focusing on various aspects of business management and administration.

Earned a Diploma in Business Administration, gaining foundational knowledge and skills in business practices and administration.

Completed Ordinary Level education, obtaining a General Certificate of Education, which provided a solid academic foundation.