Open to opportunities

Eva Kibona

@evakibona

Customer-focused operations and relationship professional with 10+ years managing high-volume support, compliance, and stakeholder communication.

Zimbabwe

Message

What I'm looking for

I’m looking to transition into a dedicated Customer Support role where I can use my communication and problem-solving skills to deliver excellent customer experiences, maintain compliance, and help improve service quality in high-volume environments.

I’m a customer-focused operations and relationship management professional with 10+ years across financial services and industrial sectors. I’ve handled customer inquiries and operational issues through phone, email, and in-person channels, keeping service quality strong under strict SLAs.

In my current role as an Operations Manager, I coordinate cross-functional teams, respond to stakeholder and customer requests, monitor performance data, and resolve bottlenecks to improve efficiency and user satisfaction. I’m also responsible for maintaining compliance standards while supporting continuous improvement initiatives.

Previously, as an Operations Manager with a customer and branch services focus, I served as a key contact for customers, regulators, and financial institutions—handling complaints, escalations, and service issues with a clear focus on resolution and customer satisfaction. I’ve also strengthened customer outcomes through staff training, process enhancements, accurate recordkeeping, and AML/KYC compliance.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

Sangalala Mineral Processing Ltd

Jan 2023 - Present (3 years 5 months)

Managed daily operations and coordinated cross-functional teams to ensure smooth service delivery and timely issue resolution. Monitored performance data, addressed operational bottlenecks, and supported compliance while communicating clearly with customers and stakeholders.

Operations Management Cross functional Coordination Performance Monitoring Compliance Process Improvement Service quality Reporting

Operations Manager

Contech Bureau De Change Limited

Jan 2016 - Jan 2024 (8 years)

Led multi-branch customer service operations, serving as a key point of contact for customers, regulators, and financial institutions. Handled complaints and escalations, trained staff on service standards, maintained accurate customer/transaction records, and ensured AML/KYC compliance.

Customer Service Operations Complaint Handling Escalation Management AML KYC Compliance Documentation Service quality Multi Branch Coordination

Relationship Manager

United Bank for Africa

Jan 2015 - Jan 2016 (1 year)

Supported customers with account inquiries, banking products, and service requests through consistent communication and follow-ups. Resolved customer issues with internal teams and assisted clients with documentation, loan processes, and onboarding.

Customer Relationship Management Banking Support Loan Processing Customer Onboarding Service quality

Business Development Executive

Standard Chartered Bank

Jan 2014 - Jan 2015 (1 year)

Engaged customers to understand needs and provide suitable financial solutions. Managed customer feedback and complaints, supported service-delivery improvements with cross-functional teams, and maintained accurate customer records and service quality indicators.

Customer Engagement Finance Support Complaint Handling Service Improvement Cross Functional Collaboration Customer Management Reporting

Administrative Officer

Bonaki Group Ltd

Jan 2011 - Jan 2013 (2 years)

Provided administrative support including records management, documentation, and customer-related paperwork. Supported data entry, scheduling, and internal coordination while assisting finance and operations with accurate recordkeeping and reporting.

Administrative Support Records Management Documentation Data Entry Scheduling coordination Reporting Office Tools