Open to opportunities

Edgar Kalinda

@edgarkalinda

Message

Customer experience leader improving public health service delivery and engagement.

Zambia

Message

What I'm looking for

I seek a role leading customer experience or service delivery in a mission-driven organization, with opportunities for strategic impact, team leadership, and data-informed decision-making.

I am a results-driven customer experience professional with over four years of progressive service at NHIMA, currently leading the Customer Care Department, Call Centre and Member Service Assistants across public health institutions. I design and run multi-stakeholder engagement initiatives, capacity-building workshops, and monthly reporting frameworks that inform institutional planning and improve service delivery.

Recognized nationally with a Labor Day Award (2024), I produce audit-ready analytics on registration trends and member transitions, streamline operational systems, and integrate youth and marginalized community voices into program design. I am currently pursuing an MBA (General) to strengthen my strategic leadership and policy administration capabilities.

Experience

Work history, roles, and key accomplishments

Current

Customer Care Officer

Current

NHIMA

Jan 2024 - Present (2 years 1 month)

Lead NHIMA's Customer Care Department, supervising ~8 head-office assistants and ~150 MSAs across hospitals and call centre; implemented reporting frameworks and capacity-building that improved service accountability and operational efficiency.

Customer service management Stakeholder Engagement Customer Service Operations Reporting & Analytics Policy Administration Community Outreach Complaint Resolution

Customer Care Assistant

NHIMA

Jan 2022 - Jan 2024 (2 years)

Managed community engagement, beneficiary registration, and frontline member support at hospital sites; produced weekly/monthly enrolment and complaints reports to HQ and supported public awareness campaigns.

Community Outreach Client Relations Reporting Complaint Handling Data Entry Health Education

Member Service Assistant

NHIMA

Jan 2021 - Jan 2023 (2 years)

Facilitated local registrations and claims guidance at UTH hospitals, acted as first point of contact for members, and tracked enrolment metrics for verification and HQ reporting.

Data Tracking Reporting Customer Engagement

Sales Executive

Pesa Finance

Jan 2020 - Jan 2021 (1 year)

Marketed financial products and provided loan advisory services, contributing to portfolio growth through relationship management and monthly lead-conversion reporting.