Open to opportunities

Chola Mwansa

@cholamwansa

Message

I am a creative learning and development professional with 5 years' experience in customer experience and training.

Zambia

Message

What I'm looking for

I seek a hands-on L&D or training leadership role where I can design engaging e-learning and instructor-led programs, foster collaboration, and drive measurable performance and customer experience improvements.

I am a creative learning and development professional with five years' experience designing and delivering training that improves customer experience and productivity. I trained over 500 agents, managed the iLearn platform across Africa and India, and created tailored content for MTN and Airtel.

My background includes quality assurance and call center operations, and I design engaging e-learning courses while managing training budgets. I bring a hands-on, interactive approach to coaching, reporting, and program evaluation to drive measurable improvements.

Experience

Work history, roles, and key accomplishments

Current

Training Senior

Current

D2C Telcare

Sep 2024 - Present (1 year 1 month)

Developed and implemented the company's marketing-aligned training programs to increase employee productivity and morale; monitored and evaluated training performance to improve program effectiveness.

Training Delivery Curriculum Development Employee Onboarding Telesales Social Media Training Presentation Skills Facilitation

Senior Skills Development

Ison Xperiences

May 2020 - Sep 2024 (4 years 4 months)

Trained over 500 agents and managed the iLearn platform for Africa and India while creating training content for MTN and Airtel Zambia to improve agent performance and consistency.

Reporting Facilitation Stakeholder Management Refresher Training

Quality Assurance

Ison BPO

Sep 2019 - May 2020 (8 months)

Documented and reported service quality levels, developed inspection standards and workflows, and trained QA members to improve inspection consistency and reduce errors.

Quality Assurance Inspection Standards Reporting Training Root Cause Analysis Compliance

Call Center Representative

Ison BPO

Feb 2017 - May 2019 (2 years 3 months)

Managed high call volumes and escalations, resolved complex customer issues across multiple systems, and conducted outbound calls and postpaid collections to meet client targets.