Kawela Mbao

EXPERIENCE
Sanlam Life Insurance
Contact Centre Agent
November 2020 – Current
• Attending to all walk-in and telephone clients and directing them accordingly.
• Ensuring that all incoming calls and queries are answered promptly, providing first contact
resolution, and providing accurate and satisfactory answers to customer queries and concerns.
• Ensuring that all complaints are promptly handled and escalated as and when required, and deescalating
situations involving dissatisfied customers, offering patient assistance and support.
• Ensuring that all claims’ documents submitted via digital platforms by clients are thoroughly
checked and paid for within the Claims turnaround time.
• Ensuring that clients’ requests are acknowledged, and that all complaints are lodged and
resolved within 7 working days.
• Liaising with back office for necessary corrective processes and collaborating with other contact
centre professionals to improve customer service.
• Keeping accurate Inbound Client Records.
• Reviewing client accounts and providing updates and information about their policies.
• Ensuring that customer engagements are done via all touch points.
• Calling existing and potential clients to inform them about the company’s new products, services,
and policies.
• Converting Online Leads into sales, and mining for leads from all Customer touch points.
• Cross selling and up-selling on existing clients.
• Ensuring customer retention of non-taken policies, and reinstatements.
• Quantitatively increasing productivity of E-Channel sales.
• Achievement of monthly/ quarterly/ bi-annual and annual sales targets and provision of reports
on the numbers of leads received, and numbers of customers contacted.
• Liaison with the Digital marketing team to cultivate leads and converting them into sales.
ISON Xperience BPO/ MTN Zambia
Call Centre Agent
April 2018 – November 2020
• Build rapport with customers by handling each and every customer call in a courteous; and
professional manner.
• Ensures consistently imparting the correct product and services information during each call.
• Obtains; imparts; clarifies and verifies 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 provides
customers with caring individualized attention.
• Ensure that the quality of each call is in compliance with predefined quality parameters.
• Consistently contributes towards improving customer experience by identify potential areas for
process/productivity improvements and highlights the same to the Team Leader.
• Ensure strict adherence to established attendance schedules.
• Ensures daily performance targets are met.
Pula Advisors
Customer Service Repensentative
August 2016 – April 2018
• Support with any challenges related to registration and claims processing.
• Participate in Weekly calls with HQ and provide timely updates and priorities.
• Build relationships with staff and clients.
• Update task tracking using Google Documents, Whatsapp and other Software as requested.
• Submit daily and weekly reports and KPIs as requested.
• Assisting registration agents with the use of the Pula App and updating
• Data entry of farmers details into the system
• Approving pay outs of the DK Chilala Insurance policy
EDUCATION
National Institute of Public Administration
Management Studies  Lusaka, Zambia
January 2013 – July 2015
Munali Girls Secondary School
School Certificate  Lusaka, Zambia
January 2007 – October 2009
ROLES
REFERENCE
Sanlam Life Insurance
Pauline
Contact Centre Supervisor
Pula Advisors
Viola
Customer Service Manager
ISON Xperience BPO/ MTN Zambia
Witson
HR Executive
 +260961723039
 +260978939274