Experience

• 

  Shengamo media limited

  Jan 2013 - Feb 2017

  Consultant

  Responsible for user requirements, product development and service support for specific customersDuties and Responsibilities• IT support – Hardware and Software Maintenance as well as troubleshooting user machines and network devices for GIZ projects (CSPP, RWS, GFG) and other clients.• Web Developments of Websites for companies such as thei. Food Reserve Agency(http://fra.org.zm/ ), ii. Christian Voice (http://www.rcvoice.co.zm/ ) • In addition, development of applications such as the Airtel customer application, just to mention a few.• Setting up networking devices, wiring and configurations of routers.• Mobile App Development.• Training Customers on new products after development.• Design Training Material and Website backend guidelines.• Customer Engagement to gather requirements and design processes. Show less

• 

  Zambia national commercial bank (zanaco) plc

  Feb 2017 - May 2023

  Responsible for providing world class and thought-leading digital enterprise enablement and innovative products for the business. This strives to ensure that the organization is ahead of the game in the evolving digital financial services landscape.Duties and Responsibilities1. Drive business change through enterprise transformation initiatives and innovations by timely execution of business requests and tracking of benefits with a clear focus on profits and efficiency.2. Lead the development of new products and channel enhancements to enhance customer experience as basis for attracting and retaining customers to grow market share.3. Coordinate the innovation processes to ensure they are properly followed.4. Create and maintain the Innovation schedule & KPIs.5. Secure appropriate resources to ensure that innovation occurs.6. Create an atmosphere for Innovation to occur.7. Assist to build and maintain the organization’s capability to innovate as we work towards our Strategy. 8. Coordinate the innovation process in all areas of the organization 9. Influence change and new processes. Show less Responsible for conducting all product testing and ensuring that the products meet the actual requirements set by the business and reporting. Duties and Responsibilities• Defining Application process in consultation with the relevant business units and techniques of re-engineering the existing applications to gain optimum performance• Coordinate Testing and Delivery of Products within a stipulated timeline.• Prepare Test Cases and Release Advice before deployment of a new product.• Provide Technical support during product Testing and implementation.• Analysis of Challenges within the environment and provide solutions.• Conduct Training for Support Staff.• Defining Application process in consultation with the relevant business units and techniques of re-engineering the existing applications to gain optimum performance• Test and implement products• Documenting existing and new Internet/Mobile Banking processes.• Managing and Testing of all Digital Development products such as i. USSDii. Android Mobile App iii. ISO Mobile App iv. Internet bankingv. VSuite (Enterprise System Bus-ESB)• Training of staff on the new products developed.• Provide support for all products during pilots.• Providing Support to Direct Sales Agents on Failed Self Registration and One Time PIN’s Expired.• Providing Support as second line support to the customer service team.• Analyzing and reporting on transactions done during the Internal Pilots of the products.• Monitoring downloads and usage of the Android Mobile App on Play Store and ISO Mobile App on App Store.• Preparing Reports for:i. Downloads of Android Mobile Appsii. Transactions performed Show less

  • Innovation & Service Coordinator

    Jan 2019 - May 2023

  • Project Management Officer

    Feb 2017 - Jan 2019
• 

  Absa bank zambia plc

  May 2023 - now

  Digital channel support analyist

  Providing technical assistance and support to users of digital channels, such as ussd, mobile apps, and online platforms. This includes the following :User Support: Assisting users with technical issues, troubleshooting problems they encounter while using digital channels.Issue Resolution: Investigating and diagnosing technical problems, collaborating with development teams to find solutions, and ensuring timely resolution of user concerns.Communication: Interacting with users via various communication channels (email, chat, phone) to understand their issues and provide clear instructions for problem resolution.Documentation: Maintaining records of user issues, resolutions, and troubleshooting steps taken for future reference and improvement.Feedback Collection: Gathering user feedback on digital platforms and reporting it to relevant teams for continuous improvement.Quality Assurance: Testing digital channels to identify bugs, glitches, or user experience issues and reporting them for development.Training: Creating user guides, FAQs, and tutorials to help users navigate digital platforms effectively.Analytics: Analyzing user interactions and behaviors on digital channels to identify trends and patterns that could inform improvements.Collaboration: Working closely with development, design, and customer service teams to provide a seamless user experience.Stay Updated: Keeping up-to-date with the latest digital trends, technologies, and industry best practices to enhance support strategies.Data Security: Ensuring that user data and information remain secure and confidential.Continuous Improvement: Identifying areas of improvement in the digital channel support process and suggesting ways to enhance efficiency and user satisfaction. Show less