Customer Service Champion of the Month Nominees
Congratulations to all our Nominees for the Customer Service Champion of the month of July!! Regardless of the outcomes of the vote, we have already recognized their excellence in Customer Service. This competition is brought to recognize, honour and celebrate the people behind the telephones, counters, desks e.t.c. who have selflessly served customers with care and professionalism. Nominations were done by sending a portrait photo, short bio and customer service achievements to info@cicmzambia.org and were published on our various media handles. Service Champion of the month stands to win talk-time worth up to K1000.00 (convertible to cash) and/or CICM Memorabilia. To vote for the July Champ, simply send your email address to 0972180050 or 0954947747 or email info@cicmzambia.org. Voting is strictly via email invitation for Customer Service Professionals and CICM Members only. Each email can only contribute one vote. T&Cs apply. Contact us for further information. Here is a rundown of this month’s nominations.
Marron Miyambo , Digital Customer Experience(Atlasmara).
Marron demonstrates a high awareness of the needs of the customers and colleagues in regard to the service provided. He is a quick learner and always avails himself to any tasks presented. He has superior performance on innovation, initiative, work quality & quantity, attitude, job skill, longevity and high response to unanticipated situations. He presents and pursues solutions as opposed to dwelling on problems. Above all, he exhibits all Atlasmara Zambia values and he Is respectful, honest and straightforward. Marron has been with the Customer Experience team for less than a year and has been awarded employee of the month and been nominated for several awards.
Vivian Mwinda
She is very helpful and friendly. She never backs down to a new challenge even when her work load seems a lot, but will always work tirelessly to serve customers. She has a great can do attitude and will not shun away from dealing even with the most challenging customers, easily adapts to change, and always goes an extra mile. She is professional in the way she dresses, conducts herself and addresses customers. She is willing to sit in for others any time.
Pule Musonda
She is a Zambian lady who has spent 15 years of her career life working as a customer service personnel. She has worked as a Customer Care Manager Big venues Zambia with Dr. Mendez Fernandez and as Branch administrator Sanlam Life insurance Company for 10 years now servicing customers. She also won the 2020 Labour day award for being the most reliable and responsible employee . She has been endorses by most of her clients as a good and excellent customer care personnel.
Isabelle J. Tembo is from Atlasmara Zambia, Digital Customer Experience.
Isabelle is always going an extra mile. She is always getting back to the customer and proactively manages the interactions to align with customer expectations. Isabelle loves her job and you can tell by the many compliments she receives. She is passionate about customer experience and strives to put a smile on both internal and external customers. Isabelle has demonstrated excellent world class customer service in customer experience department and Atlasmara Zambia as a whole with positive feedback from customers through Branch recognition and emails. She portrays calmness and preciseness in interactions with various customers. In as far as satisfactory Customer Experience goes, Isabelle epitomizes efficiency and dedication. She exemplifies courtesy, exhibits empathy, embodies efficiency and ensures customer satisfaction in all her interactions. She draws a perfect line between persistence and patience. Her commitment is unmatched.
Zelipa Phiri
She has over 10years experience in the Sales and Customer Service industry ranging from the Food Industry, Retail Management, Finance and Corporate Marketing. She is the current Client Liason Manager for Amrod Zambia, her job description entails that she is the bridge between the client and the company.
Zelipa has always been known by the ability to retain customers, a knack for problem solving, and persistence in ensuring that every single clients walks out feeling helped whether their problem is still pending a solution or satisfied. She has maintained a track record with her passed and current employers. Her customers describe her as extremely thorough, courteous, timely, empathetic and utmost professional.
Lilian M. Nguleka a Customer Services Officer Zesco
She has worked for ZESCO for over 10 years with a back ground in customer service and revenue loss management. Her passion is to make it easy for people to live a better life by expertly resolving billing and customer related queries. She helps cultivate excellent relationships with customers resulting in effective disseminating of information on effective use of power as well as increased safety awareness to customers in the region.She knows that no single approach is the right one for every individual customer query and so has been trained in a range of modalities ,undertaking different roles in customer service with minimum supervision under tight deadlines, having team player mind-set and “doing it right the first time”. Lilian has a Bachelor of Commerce degree with Economics from Mulungushi University,Certificate in revenue loss Management & prevention of Vandalism from ICH in Uganda. Awarded most disciplined employee in 2016 during Labour day celebrations.
Joshua Simfukwe is currently working as a Cards and Channels Officer at
Cavmont Card Centre.
He previously held the position of Enquiries Clerk at our Solwezi Branch which
entailed handling of customers face to face on a daily basis.
Joshua is truly a Service Champion. He goes out of his way to help both Internal
and external customers by carrying out his roles with pride and professionalism.
With a pleasant smile and a greeting he walks up the stairs every morning
ready to make a positive difference and impact in customers’ lives!
Despite his days being very busy with different tasks, he is always ready to step in
and resolve customer queries. Exhausted or not he answers calls pleasantly ,
leaving no room for unpleasant experiences……you can almost ‘hear’ him
smiling at you from the other end. He has been a team player and is definitely
contributing to upholding service excellence in the organisation.
No wonder he was Voted Brand Ambassador by colleagues
Helgah Kamuzimbi
She has a wealth of over six years’ experience in the Customer Service industry in Zambia’s largest electricity utility company specifically the Call Centre Environment. At present she serves as a Call Centre agent for ZESCO Limited in a very demanding and busy Call Centre which boasts of a customer base of over one million customers.
Managing the customer’s experience is at the heart of her personal motivation. She prides herself as having mastered the art of effective customer service communication which she believes lies in the ability to gauge customers’ expectations.
Helgah is an example of a customer centric person who goes the extra mile to meet the ever increasing myriad demands from both internal and external customers. This was evidenced when she was awarded the second best employee of the month two months after she started her customer service journey at the Call Centre
Edson Manyoni , Currently working as Branch Administrator for FNB Livingstone Branch. His core job description requires that he works in the back office and as such would rarely interact with customers. With Edson this isn't so. He has a heart for the customer and many times leaves the back to assist the front line staff attend to customers. His accolades are too numerous to list down. But if you're looking for the definition of a customer service champion - look no further. No matter where the customer is located if they need assistance he will find a way to help and offer a great service.
Dorothy Chikwanda Chisenga
She has about 15 years of experience in customer service. As a Call Centre Agent, her goal is to make every customer contact rewarding by treating all customers with respect and kindness. Making a customer happy makes her feel proud of the work she does.She has direct customer contact via phone and SMS’s. Her role is to provide information, promptly answer queries and attend to all fault complaints. Whilst on duty, Dorothy ensures that she provide the best short and long term solutions that benefit all customers. Dorothy was awarded employee of the month, twice, at the ZESCO National Call Centre, in the year 2017. Further, she won the 2018 Labour Day Award for being the most customer focused employee. She mentions that It’s been wonderful to be able to apply her business and customer service background to ZESCO National Call Centre.
Catherine Kanjela Nkulaga currently working as Service Specialist Corporate and Investment Banking FNB .
She has a very rich banking experience started out as a bank teller and has risen through the ranks because of hard work and exceptional customer service. She has a heart for the customer . Among the many achievements Catherine has been voted customer service hero more than once by her peers , she equally holds the title of FNB Sunshine award for being so consistent with offering exceptional customer service to both the internal and external customers the willingness to always go the extra mile in ensuring that the customer experience is top notch Her work ethics speak volumes and customers have sung numerous praises! she has a genuine passion for customer service and her names need to appear in the service hall of fame.
Salim David Koawa
Heis a senior cashier based at monze who has served the corporation for thirteen years. He has been serving the customers with their online and offline collections and gained knowledge in resolving customer related queries.
During the 2018 Labour Day celebrations, He was awarded ‘Most Self driven employee’ which paid off from the in-house trainings that Zesco conducts from time to time.
Brian Simbeye, a Customer Service Coordinator at Fenix International Zambia.
Brian has Studied Computer Systems Engineering , and as usual being in the IT fraternity is mainly about Solving queries, being in the Customer Service came to him as a natural thing as it makes feel delighted resolving customers issues.He been in Customer Service for Close to 2 years now. Loving what he does, he managed to become the Second best employee (Known as Unsung Hero at Fenix) of the Month in his Second month of joining the Company, not only that 4 months later he was promoted to the position of the Customer Service Representative Coordinator. Together with his Team ,managed to become team of the month for the first 3 months in a row since it was Introduced , Not only that Brian has been assigned to assist the Customers that raise queries over Fenix's Social Media Platform.
Its a good initiative
Thank you so much.