Client Experience Associate
Resume:
Curriculum Vitae
Phone Number: 076*******/097******* E-mail: ****************@*****.***
Date of Birth: 26/10/1989 Nationality: Zambian
Gender: Female Marital Status: Single
Profile
I am a Data Associate/Client Experience Associate, with seven years’ experience in Non- Governmental Organizations knowledge in Monitoring and Evaluation, Social Policy, Data Management and Analysis, Retention, Gender, and Development. I have worked as M&E Associate for DOD/ZPCT, Right to Care (USAID), FHI360 and as a Client Experience Associate on CDC PHO TA Project in Eastern Province Zambia in partnership with Ministry of Health in Zambia on developmental issues.
Key skills
Knowledge and experience in client experience or customer relationship management; preferably in the service industry.
Keen project management skills with the ability to interact and motivate others to succeed on several fronts, simultaneously.
Effective verbal and written communication skills; with ability to operate at all levels, both internally and externally.
Strong analytical, and technical skills
Self-motivated, quick learner, organized, detail-oriented, multi-tasker.
Prioritizes workload and meets deadlines for a variety of client relationship management
“deliverables”.
Demonstrates initiative with a results orientation, while exhibiting strong drive and leadership skills.
Proficient with Microsoft Windows platform and the entire Office pro Suite; to include MS word and Excel
Ability to manage the additional aspects of working independently without constant direct supervision.
Knowledge and experience working with culturally diverse clients.
Leadership skills with a strong sense for teamwork.
Problem identification and developing appropriate strategies in support of organizational objectives.
Evaluate, design, develop and implement operational projects including program monitoring, maintaining Clients in care (Retention). Offering TA to Facilities that I Back Stop
Conduct capacity building trainings on health-related topics and identify areas of programme expansion and value addition,
Policy analysis and evaluation
Building liaison with implementing partners, program stakeholders as well as with international donor agencies
Collaboration with Government, education and training institutes in planning, organization, implementation, and evaluation of training
Provide support in budget planning and resource mobilization development at Facility Level.
Poses practical knowledge in Running QA/QI, PEPFAR MER and other Reports in Smart care
A successful track record in setting priorities; keen analytic, organization and problem-solving skills which support and enable sound decision making.
Strong knowledge of and experience in Data Quality Audit, Data entry, Research, M&E Framework development and Project Management in a non-Governmental organization.
Strong DATA collection and problem-solving skills
Computer competent with skills in; SmartCare, DATIM, HMIS and Microsoft – Word, Access
& Excel utilization
Strong organizational skills with ability to prioritize and manage multiple Assignments. Professional and Academic Qualification
1. Bachelor of Arts in Development Studies,2021 to 2024 Zambia Open University (in progress)
2. Diploma in Gender and Development Studies,2009 to 2010 National Institute of Public Administration
3. General Secondary School Certificate, 2007, Jacaranda School Professional Trainings
Certificate in Monitoring and Evaluation Fundamentals – Global Health eLearning Center, USAID - 2022
Certificate in Data Use for Program Managers – Global Health eLearning Center, USAID
- 2022
Certificate in Data Quality -Global Health eLearning Center, USAID
Regional Certificate in Eclectic Approach to Counseling-Kara Counselling Center-2010
Certificate in Psycho-social Counseling Skills-Kara Counselling Center-2010
Certificate in HIV Rapid Testing-Kara Counseling Center-2010
Computer Literate in Microsoft Office Package- Word and Excel-2011 Work Experience
May 2023 to date: Position: Lab Monitoring and Evaluation Associate CDC TA PEPFAR Project, FHI360 - Chipata
FHI360 works with the Government of the Republic of Zambia (GRZ) ministries and provincial health offices to support the national strategy to combat HIV/AIDS
. Provide facility-level technical support for data collection, documentation and reporting of HIV case identification (HTS), treatment, care (viral load) and retention (events) services.
Mentorship of facility Data Associates on quality documentation of registers for HIV/AIDS services (HTS, ART, PMTCT, VL, NACS, Pharm-Lab) for producing monthly reports.
Strengthen use of Electronic Health Record System (SmartCare) for HIV-positive patients and general clinical care services
Provide support to ensure maintenance of patient diaries in ART clinic including documentation of patients late for pharmacy pick-ups for follow up
Support the improvement of management of patient record filling system for easy file retrieval to differentiate care and identification relating to viral load services.
Oversee monthly compilation and submission of Summation Sheets and applicable HMIS reports.
Perform any other HIV-related data collection duties as assigned by health facility and/or district/EPHO supervisors.
Work Experience
May 2021 to April,2023:Position: Client Experience Associate CDC TA PEPFAR Project, FHI360 - Chipata
FHI360 works with the Government of the Republic of Zambia (GRZ) ministries and provincial health offices to support the national strategy to combat HIV/AIDS
Assist in the monitoring of timely and consistent data collection and reporting from all project partners and health facilities
Work to reconcile inconsistencies in daily, weekly, and monthly data and reports sent from project support health facilities and provide technical support to technical staff and partners in monitoring and evaluation(M&) to ensure highly quality record keeping at health facilities and community level in meeting program objectives.
Build and maintain a formidable health care worker-client relationship management standard, to reinforce clients’ trust and loyalty to the healthcare system.
Ensure every client’s need, requirement, and expectations are thoroughly realized; and that they meet acceptable levels of ART adherence.
Perform client verifications; maintain, update, and manage client files/accounts by keeping records of client interactions and getting in touch with clients before and after they have missed clinic appointments.
Maintain an appointment schedule for each client, containing dates of next visit and purpose of visit, such as date of next laboratory test and nature of test, date of next drug pick-up at pharmacy, etc.
Maintain a database of clients in cohort groups, based on common factors such as dates of enrolment, dates of appointment, etc.; manage and maintain up to date reports on clients’ progress towards attaining medication adherence, treatment retention and viral suppression.
Record details of client inquiries, comments, and complaints/complements, as well as appropriate actions taken; and record eventual feedback/satisfaction levels obtained.
Maintain contact with clients (through telephone, email, WhatsApp, face-to-face, etc); respond promptly to their inquiries; obtain feedback, address their challenges and difficulties, as feasible.
Maintain up to date records on individual and group client experience and share same with the health facility and project leadership, monthly or more frequently, as shall be requested.
Support partner notification services (PNS) and index testing for all clients newly tested HIV positive, or current clients with unsuppressed viral load.
Coordinate the activities of lay counsellors, expert clients, and case managers in the health facility.
Perform any other duties as may be assigned.
March 2020 to February,2021: Position: M&E Associate Zambia Defense Force Prevention, Care and Treatment Project (Fhi360) FHI360 works with the Government of the Republic of Zambia (GRZ) ministries and provincial health offices to support the national strategy to combat HIV/AIDS
Assist in the monitoring of timely and consistent data collection and reporting from all project partners and health facilities.
Work to reconcile inconsistencies in daily, weekly, and monthly data and reports sent from project support health facilities and give technical support.
Capturing clients Data and updating the in Registers.
Enter the Clients Results in Smart Care
To update and maintain information on smart care and in all the facility registers.
Compiling and Submitting Daily, Weekly and Monthly Reports to the Facility and to the Organization
Responsible for mentoring Lay Counselors on documentation.
Weekly checking of completeness of all registers
To ensure that the Data that is Reported is validated by the Facility staffs to report accurately.
To ensure that ART client’s files are well filed with right documentation in them and updated in Smart care.
Collect and Verify Data from other Facilities.
Report to the facility in Charge
September,2017 to February,2020 Position: M&E Associate Right to care-USAID
Right to Care - EQUIP Project Zambia is a USAID-PEPFAR funded project to assist governments attain their UNAIDS 90-90-90 targets in HIV programming by supporting HIV testing, providing care and treatment through innovative ways of increasing number of undiagnosed positives, linkages, and viral load suppression.
Capturing clients Data and updating the in Registers.
Enter the Clients Results in Smart Care
To update and maintain information on smart care and in all the facility registers.
Responsible for mentoring Lay Counselors on documentation.
Weekly checking of completeness of all registers
To ensure that the Data that is Reported is validated by the Facility staffs to report accurately.
To ensure that ART client’s files are well filed with right documentation in them and updated in Smart care.
Collect Data from other Facilities.
Report to the facility in Charge
Compiling and submit monthly reports to the facility, the District Medical Office and to the Organization (EQUIP ZAMBIA)
May 2014 to 2017 Position:M&E Associate
ZAMBIA PREVENTION, CARE AND TREATMENT (ZPCT 11B)/FAMILY HEALTH INTERNATIONAL (FHI360)
FHI360 works with the Government of the Republic of Zambia (GRZ) ministries and provincial health offices to support the national strategy to combat HIV/AIDS
Capturing clients Data and updating the in Registers.
Enter the Clients Results in Smart Care
To update and maintain information on smart care and in all the facility registers
Responsible for mentoring Lay Counselors on documentation
Weekly checking of completeness of all registers
To ensure that the Data that is Reported is validated by the Facility staffs to report accurately
Make sure that ART client’s files are well filed with right documentation in them and updated in Smart care.
Collect Data from other Facilities
Report to the facility in Charge
Compiling and submit monthly reports to the facility, the District Medical Office and to the Organization (ZPCT 11B)
March 2014 to 2015: Position: Social Mobilizer
ROOM TO READ
Room to Read works in collaboration with the Ministry of Education in creating a world free from illiteracy and gender inequality. We are achieving this goal by helping children in historically low-income communities develop literacy skills and a habit of reading, and by supporting girls as they build skills to succeed in school and negotiate key life decisions.
Raise awareness on Girl child education to the community
Mobilize community participation and engage local network to support the welfare of the Girls
Conduct weekly life skills meetings with the girls and support Girls to learn and use these skills in their lives
Distribute and Account for Materials and support given to the Girls Education Program
Participate in all school staff meetings
Work closely with the clinic and the victim support unit (Police) to prevent early pregnancies
Make home visits to Girls who fail pregnant and encourage them to go back to school
Conduct parental meetings to encourage them on the importance of Girl Child Education
Attend Organizational meetings
Submit monthly and quarterly Reports
April,2012 to December,2012: Position: Sexual and Reproductive Health Peer Educator RESTLESS DEVELOPMENT
Restless Development works in Collaboration with the Ministry of Health and Education on the issues that young people care about the most, to react and respond to the world around them.
Planning College Health Day Events and community Health Day Events
Facilitating sessions on sexual and reproductive health to student Teachers and the community at large.
Facilitating sessions on financial literacy to Student Teachers
Preparation of monthly reports
Community Mobilization
Building Capacity in Student Teachers
Facilitating Sessions on life skills
Community outreach with stakeholders
Counseling student Teachers and community members submitting weekly and monthly reports via email
Attending College Staff Briefing meetings
November,2012 to April,2o13:Position:Community Male Circumcision Mobilizer Society For Family Health.
Society for Family Heath is driven by the understanding that prevention of HIV requires various interventions that are mutually reinforcing. Therefore, they have moved in an innovative way to expand their offering of products and services, to include HIV testing services, medical male circumcision, sexual and reproductive health education, and training, as well as condom distribution and promotion.
Mobilizing and educating men and women on the importance of male circumcision
Sensitizing and facilitating in communities, schools, and colleges on matters of sexual reproductive health e.g., Sexual Transmitted Infections (STIs)
Participating in the development of the Organization new projects
Preparation of monthly activity reports.
Attending staff briefing meeting
HIV/AIDS Activities:
Mobilizing communities for outreach activities for counseling and Testing services, e.g., using drama, local musicians, variety shows etc.
Counseling young people before they go for Counseling and Testing
Health education with specific references to HIV/AIDS and other STIs
Discussing with the community on the benefits of Male Circumcision
Advising the already infected men and women on the best ways to live a health life
Educating the community safer sex methods
Preparing monthly progress reports on targets reached INTERESTS:
Participating in Non-Governmental Organization Activities such as Community Sensitization on various matters affecting men and women in the society.
Travelling
Cooking
Jogging
Watching Movies
REFEREES:
Dr.Oscar Mwiinde
Provincial Medical Officer
CDC,US Embassy
Mobile: +260.968770952
Email:***@***.***
Mr. Peter Mutale. Senior Technical Officer - Laboratory Services • ESARO - Zambia CDC PHO TA - Care and Treatment. (FHI360)
Hillview Office Park, Plot 2031, Chipata Zambia
Mobile: +260.966291836 www.fhi360.org
Email: *******@******.***
Mr. Abel Chomba. Technical Officer- Strategic Information, CDC TA Project (FHI360) Hillview Office Park, Plot 2031, Chipata Zambia
Mobile: +260********* or +260*********
Email:*******@******.***
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