Chengetai Chiwanza

Junior Contact Center Officer
6 October 1999

About Candidate



Bachelor of Science in Economics 2018 - 2022
The Copperbelt University
Grade 12 Certificate 2012 - 2016
St. Joseph's Secondary School

Work & Experience

Junior Contact Center Officer 21/06/2023
AB Bank Zambia

• Politely answer inbound calls and respond to customer inquiries promptly. • Evaluate the problems of the customers and provide logical lasting solutions. • Upselling and cross-selling other products wherever possible. • Making outbound calls. • Handling customer complaints. • Build rapport with customers by handling each customer call in a courteous, and professional manner. • Ensure to consistently communicate the correct products and services information to new customers during each call. • Obtain, inform, clarify and verify information to and/or from customers to ensure delivery of exceptional customer service. • Demonstrate appropriate levels of empathy in situations that require these skills, and provide customers with caring individualized attention. • Ensure that the quality of each call follows predefined quality parameters. • Utilizes the relevant tools and resources provided by the Company to respond to customer queries and give outstanding customer experience. • Appropriately escalate customer queries to the Supervisor to ensure speedy resolution of the same.

Intern Planner 31/10/2022 - 16/06/2023
Ministry of Infrastructure, Housing and Urban Development

• Undertake timely monitoring and evaluation of the Ministry’s policies, programs and projects in order to facilitate the identification and implementation of appropriate interventions • Write letters, memos and reports. • Coordinate meetings with clients, document and distribute meeting minutes. • Ensure action items are completed on time and communicate project status. • Escalate issues to management as appropriate. • Analyse Cabinet Memoranda. • Undertake regular research in order to generate information for decision making. • Take up the duties and responsibilities of the Administrative Assistant to the Director Planning, Monitoring and Research (PMR) Department when they are out of office. • Carry out different tasks as they are assigned to me.