Open to opportunities

Joann Kananda

@joannkananda

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Customer experience leader driving quality, training, and customer-focused operations across telecoms and banking.

Zambia

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What I'm looking for

I seek a customer-focused role where I can lead quality, training and process improvements, build teams, and deliver measurable CX outcomes.

I am a dedicated customer experience and service quality professional with over 8 years' experience in customer service, marketing and retail across banking and telecommunications. I lead training, quality assurance and customer-first initiatives that improve satisfaction and operational performance.

At Airtel I trained and certified over 500 call center agents, developed quality standards, and helped implement an NPS tracker; at UBA I launched the first Customer Fulfillment Centre, improved satisfaction from zero to 85% within a year, and drove customer journey and complaint management improvements.

I am proactive, highly organized and results-driven, skilled at stakeholder collaboration, team development and process improvement. I seek roles where I can continue to build teams, embed service quality frameworks, and drive measurable customer experience outcomes.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Lead

Current

Airtel Networks Zambia

Mar 2022 - Present (3 years 10 months)

Led training and quality programs for frontline staff, training over 500 call center agents and implementing NPS tracking and audit calibrations to improve service consistency and compliance.

Customer Experience Quality Assurance Training Development NPS Audit Calibration Stakeholder Management Reporting Customer Service

Head Customer Fulfillment Centre

United Bank for Africa Zambia

Mar 2020 - Mar 2022 (2 years)

Founded and led UBA Zambia's first Customer Fulfillment Centre, growing customer satisfaction from 0% to 85% within a year and driving customer journey mapping and SLA enforcement.

Fulfillment Team Leadership SLA Management Customer Journey Mapping Process Improvement Reporting Coaching Stakeholder Engagement

PR, Branding and Digital Marketing Specialist

United Bank for Africa Zambia

Nov 2018 - Mar 2020 (1 year 4 months)

Managed digital marketing and brand design, growing social audiences from 900 to 100K+ and launching LEO virtual banker which generated 2,000 new accounts and significant transaction volume.

Digital Marketing Social Media Content Strategy Branding Adobe Creative Suite Campaign Management Analytics CRM

Service Quality Officer

United Bank for Africa Zambia

Nov 2016 - Nov 2018 (2 years)

Implemented service quality programs across five branches, improved email and social response times to under 10 minutes, and helped deploy a complaints and CRM channel for better traceability.

Quality Assurance Customer Service CRM Process Improvement Auditing Reporting Team Management Competitive Benchmarking

Branch Customer Service Officer

United Bank for Africa Zambia

Nov 2015 - Nov 2016 (1 year)

Handled account openings, transfers, foreign exchange and cash operations while resolving customer complaints and upselling products to support branch profitability.

Retail Banking Cash Handling Customer Service Sales