About
Dynamic Learning and Development Professional with a strong foundation in training content development and facilitation within the BPO/call center industry, specializing in designing and delivering impactful employee onboarding, customer service, leadership and compliance training solutions. Leveraging a robust background in Business Administration, economics, and strategic management to align training programs with organizational objectives and drive measurable performance improvements. Proven ability to consult for outsourcing call center startups, targeted teambuilding facilitation and presentation design to build effective, engaging talent development systems that create lasting positive work cultures.
Work
FSI Outsourcing
|Training Coordinator
Lusaka, Zambia
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Summary
Leads the design, development, and delivery of comprehensive training programs to align with organizational objectives and enhance employee performance within the BPO sector.
Highlights
Developed and implemented new training programs, ensuring alignment with organizational objectives and improving employee skill sets.
Conducted thorough needs assessments to identify critical skill gaps, leading to the creation of targeted training materials that enhanced team capabilities.
Delivered engaging and interactive training sessions, effectively managing LMS platforms to track progress, ensure compliance, and assess program effectiveness.
Leveraged technology for interactive learning experiences, boosting participant engagement and knowledge retention across various training initiatives.
Employee counseling support and mentoring.
FSI Outsourcing
|Quality Control Analyst I
Lusaka, Zambia
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Summary
Performed comprehensive company-wide regulatory compliance audits across multiple departments to ensure adherence to critical industry standards and operational integrity.
Highlights
Executed regulatory compliance audits across diverse departments, including underwriting, bankruptcy, and foreclosure, ensuring 100% adherence to company policies.
Identified and reported compliance discrepancies, contributing to process improvements that mitigated potential risks and strengthened operational controls.
Analyzed complex processes to identify areas for improvement in regulatory adherence, enhancing overall departmental efficiency and reducing audit findings.
Fay Servicing Zambia
|Training Lead
Lusaka, Zambia
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Summary
Led and delivered comprehensive training and coaching programs for both onshore and offshore teams, fostering skill development and operational excellence.
Highlights
Provided targeted training and coaching to diverse onshore and offshore teams, improving performance metrics and ensuring consistent service delivery.
Developed and maintained a centralized database of all training materials, streamlining access and ensuring consistency across all learning initiatives.
Designed and implemented new training strategies and initiatives, leading to enhanced team capabilities and improved operational outcomes.
Consulted effectively with trainers, managers, and leadership to align training programs with strategic business objectives.
Orchestrated onboarding programs for new hires, facilitating rapid integration and productivity within their roles.
FAY Servicing / ZENERNET
|Customer Service Representative
Lusaka, Zambia
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Summary
Provided critical mortgage data and financial guidance to customers, ensuring accurate information delivery and facilitating payment processes.
Highlights
Managed customer inquiries by providing accurate mortgage data, enhancing client satisfaction and understanding of complex financial information.
Initiated reminder calls to borrowers, contributing to improved payment adherence and reduced delinquency rates.
Advised clients on various payment modes, facilitating timely and convenient transactions to meet their financial obligations.
Successfully offered solar leads to clients and referred them to third-party affiliates, generating new business opportunities and partnerships.
ISON XPERIENCE
|Customer Care Executive, Acting Supervisor/ Acting Q.A Analyst
Lusaka, Zambia
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Summary
Managed customer support operations, supervised call center agents, and conducted quality assurance audits to enhance service delivery and compliance.
Highlights
Provided essential data support to customers, resolving inquiries and ensuring a high level of customer satisfaction.
Handled a high volume of inbound calls and emails, efficiently resolving customer complaints and maintaining service level agreements.
Supervised and optimized schedules for call center agents, improving operational efficiency and resource allocation.
Conducted call auditing and one-on-one coaching for defaulting agents, leading to significant improvements in call quality and agent performance.
Collected late remittances for delayed payments, contributing to revenue recovery and improved financial standing.
Education
University of Zambia
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Bsc
Business Management
ALISON
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Diploma
Human Resource Management
Languages
English
Chewa/Nyanja
Bemba
Skills
Training & Development
Training Program Development, Needs Assessment, Training Delivery (In-person & Online), Curriculum Design, Learning Management Systems (LMS), Evaluation & Feedback, Program Customization, Onboarding, Leadership Development, Compliance Training, Coaching & Mentoring, Instructional Design, E-learning Modules (SCORM).
Business & Strategy
Strategic Management, Organizational Goals Alignment, Project Management, Stakeholder Collaboration, Business Administration, Economics, Research Methods, Consulting, Process Improvement, KPI Tracking.
Operations & Quality Assurance
Quality Control, Regulatory Compliance Audits, Customer Service Operations, Call Center Management, Scheduling, Data Support, Financial Transactions, Inventory Management.
Technical & Software
Google Workspace (Docs, Sheets, Slides), Microsoft Office (MS Word, MS Excel), Presentation Design, LMS Platforms, POS Systems.
Soft Skills
Team Leadership, Complex Problem Solving, Communication (Writing, Listening), Innovation, Mission-Focused, Client Relationship Management, Analytical Skills, Problem-Solving, Adaptability, Teamwork.