Customer Service Business Development

Florence Kamfose

C/O Malawi College of Accountancy, P.O. Box 30363, Lilongwe 3

Cell: +265-***-***-***/993 659 250 • Email: ***************@*****.***

Career Highlights

College-Level Educator with experience in incorporating practical corporate experiences into coursework. Promote lifelong learning. Dedicated to the principles of academic integrity and intellectual honesty. Skilled at capturing students’ attention and motivating them to learn. Communicate clearly and logically, both orally and in writing. Skilled in staff training, development and performance management to meet/exceed operational and financial goals through performance/quality improvements with focus on customer satisfaction. Serves a Lecturer at Malawi College of Accountancy. I teach the following Modules in a degree program

Financial Management, Taxation, Managerial Accounting, Cost Accounting, Strategic Performance Measurement and Auditing, Year 2 to year 4.

Seasoned Banking Executive with progressive experience managing branch operations, Sales (cross sales, up sales) and customer service, developing corporate growth, stability, and financial performance. Noted for (a) Leading the development of the card income statement in Standard Bank Malawi, (2) Spearheading the development the cost tracking template for Branches, (c) Directing post systems implementation reconciliations after the core banking system change, (d) Inducting branch managers on understanding of basic branch financials and cost of funding calculations, (e) Designing an External travel budget approval system and template.

Talented business development professional with deep knowledge in financial services product design, customer relations, sales and customer service and P&L management, strategic planning, budgeting, financial reporting, training and leadership qualifications and team-focused, results-oriented management style. Effective in reorganizing, streamlining and strengthening existing operations as well as identifying and capitalizing new business opportunities.

Experienced Management accountant. Budgets and forecast preparation, preparation of board packs and branch performance reports, cost reports, variance reporting, ad hoc reporting including activities of Audit support, personnel supervision and management, ensuring compliance with policies and established practices, interpreting regulations, developing excellent customer rapport, resolving problems, and project management activities.

Experienced Financial Accountant: with hands on knowledge of Financial management, Financial reporting, Transactional processing (AR AP), Reconciliations, Cost/expenditure reports, Change management leadership, set up of policies and systems, Tax returns, liaison with external auditors and other stake holders

Developed the ability to supervise the performance of fraud investigations and control functions: Saved company funds by recommending remedial action on control deficiencies revealed following audits and investigations.

Conducted on-the-job training to new recruits using various accounting systems. Increased staff knowledge and reduced the reliance on senior personnel to provide routine assistance, and boosted across-the-board departmental efficiencies.

Computer literacy: Micro soft Excel, Word, PowerPoint, SAP, FMI, Micro-banker, Finacle, Bank Master.

Professional Qualifications

Master in Administration: UNICAF (pending results)

ACCA Affiliate: David Hastings associates and Malawi College of accountancy.

PAEC Diploma: Malawi College of Accountancy

Diploma in Leadership and Ministry: PICC Ministries.

Affiliations

Association of Chartered Certified Accountants (ACCA)

Institute of Chartered Accountants in Malawi (ICAM)

Computer soft ware

Microsoft Excel, Word, Power point, SAP, Sage, Finacle, FMI, Micro Banker, Bank Master, Bank world.

Employment History

Standard Bank Head office, Finance, Lilongwe, Malawi Aug 2016-2019 September

Management Accountant- Personal and Business Banking (PBB) Management Accounting

Reputed for assisting Personal and Business Banking (PBB) department to achieve budgeted PBT by identifying areas of performance shortfall and proposing corrective interventions to PBB management team.

Finance and Budgeting: Directed a range of functional and operational finance management tasks, including strategic business planning, financial statement preparation and analysis, reconciliation, audits support, tax support, budget and variance analysis, cash flow management, forecasting, and monthly bank reconciliations. Also handled the:

a)Contributed to the preparation of the monthly board pack for the 27 branches of the bank.

b)Preparation of monthly branch profitability statements and commentaries whilst attending to queries from direct stake holders.

c)Performance of variance analysis between actual results and budget and assisting the branches to cut costs.

d)Contributed to revenue enhancement and profit growth; Handled all aspects of fixed asset recognition and management; Managed prepayments and accruals; Prepared VAT and withholding tax returns for submission to MRA;

e)Provide monthly profitability reports for products.

f)Payroll and Headcount management in close coordination with Human Resources.

Business Analytics: Developed and tracked KPIs trends for business units and highlighting deviations from the norm. Carried out analysis of deviations from KPIs and targets with explanatory notes. Produced financials for the business and commented on unusual trends.

Administration: Made travel arrangements for senior PBB team and procured office supplies.

Performance Improvement: Improved internal processes such as streamlining and standardizing financial processes, reports, and records to maximize efficiency and timeliness to facilitate seamless and more accurate outcomes. Trained Branch Managers to increase technical skills and enhance overall operations and performance.

Malawi College of Accountancy March 2021 – Present

Lecturer in Accounting and Finance

Demonstrates an unwavering commitment to fostering a deep appreciation for accounting and finance classes while honing my communication, creativity, and motivational skills. Duties include program implementation, lecturing, curriculum development, preparation of lesson plans, administering exams, conducting evaluations, writing and grading exams, enforcing classroom discipline, improving skills, and utilizing contemporary subjects and events to increase participation and interest.

Curriculum Development: Assists in creating and updating curriculum, syllabi, and class outlines for both physical and ODEL classes in degree and professional programs; incorporates subject expertise into highly informative and energizing discussions and lectures. Fuses college philosophies, regulations, and assessments into lessons while allowing for customizable creativity and flexibility. Modules currently teaching in degree program: Financial Management, Taxation, Strategic Performance Measurement and Auditing,

Teaching/Presentation: Assigns readings and activities, orchestrated small group projects, graded papers and exams, and created tests and curriculum to reinforce student learning and subject retention. Integrates tools such as hand-outs, presentations, videos and online activities into classes; Encourages student participation and progress, met with them during and after office hours to ensure optimal subject comprehension and real-world application.

Administration & Planning: Develops lesson plans geared to the comprehension level of students; Meets with parents in parent/teacher conferences, invites input; Attends in-services and staff meetings, maintains strong relationships with fellow staff and administrators. Administers and grades assignments and exams. Participates in implementation of various applicable policies like fees payment etc.

Research Supervision: Participates in student research/dissertation supervision, academic research and publishing.

Relationship Building, Networking and Representation: Demonstrates commitment to the improvement of communication among teachers through effective team-building, promoting a positive philosophy of the school and creating a sense of community for students and staff. Represents the College at various Fora as advised by management.

Communication: Excellent Communication skills demonstrated through design of classroom presentations and lectures, creation of detailed written lesson plans and student evaluations, and the ability to establish and maintain professional relationships.

Malawi Union of Savings and Credit Cooperatives (MUSCCO) August 2019 - September 2021

Business Development Manager

Gained recognition for outstanding contribution towards the growth of the CFF (Central Finance Facility) membership and a significant increase in profits and capital.

Business Development: Achieved a reputation as an Ambitious and career-focused business executive, marketer and “dealmaker” with finely honed expertise in identifying business opportunities and leveraging competencies to drive growth, reduce costs, improve market positioning and strengthen bottom-line financial performance. Armed with information and preparation, delivered logical, consultative sales presentation in response to clients’ needs.

a)Made significant contributions to the growth of the institution by spearheading the creation, development and implementation of growth strategies of the union. Demonstrated versatile expertise in business growth strategies with a particular focus on market penetration, market development, alternative channels, product expansion and market segmentation

b)Constructed marketing proposal to enhance branch profits and portfolio. Liaised with other business units to negotiate and fix prices for products.

c)Monitored the growth of customer numbers, deposits, revenue, profitability ratios and reduced the rate of dormant accounts.

d)Provided finance advisory services to clients in terms of business financing and loan repayments schedules.

Planning: Carried out short term plans in meeting and achieving results on job challenges covering sales, service, risk and financial performance so as to maintain business growth and customer retention.

Client Services: Assisted in retaining and increasing business from the bank’s most prestigious and profitable clients by establishing lasting relationships; This ensured that their upcoming business decisions were in favour of the union.

a)Won back customers who have left the institution because of lack of a tailor-made solution to suit their unique needs.

b)Served clients in the right way by making quick decisions and exercising flexibility in assessing their applications and other financial transactions.

c)Also championed KYC implementation.

Performance management: Administered performance appraisals to subordinates; Trained Savings and Credit Cooperatives (SACCO) Heads on financial literacy and other trainings as required. Generated detailed monthly performance reports

Department Administration: Prepared budgets and carried out variance analysis; Safeguarded and kept records of fixed assets; Coordinated all aspects of procurement for the department. Handles company communications

Standard Bank Zomba & Lilongwe Branch Jan 2013-Aug 2014

Team leader - Personal Markets

Reported to the Branch Manager and demonstrated extensive expertise in analysing accounts, arranging repayment terms and plans, and mitigating corporate losses.

Credit Management and Recoveries: Proactively managed the existing portfolio of personal and business banking loans and overdrafts; Implemented steps and controls to minimise the risks associated with new business; Engaged delinquent customers; Prepared monthly delinquent report; Updated monthly collections (daily deposit takings) and the head office recoveries dashboard.

Customer Service: Ensured the use of 5-star process by all members of staff who were constantly in contact with the customers. Successfully increased customer satisfaction levels through provision of appropriate products and services via the most suitable channels.

Sales: Consistently achieved the branch’s sales targets and advances by responsible lending practices (limitisation); Identified migration opportunities and sold products/services reactively; Coached staff on product knowledge and on cross selling opportunities. Conducted reviews on the past week performance and jointly strategized on the new week course of action.

Relationship Building: Forged business partnerships with Personal and Business Markets in the branch to leverage the interplay between segments for optimal growth and retention. Leverage on Ecosystems.

Standard Bank Zomba Branch, Malawi Jan 2013-Aug 2014

Customer Information Consultant

Reported to the Team leader personal Markets and handled various of customer service including Channelling customers to right departments from the banking hall; Researching and rectifying service-related concerns while demonstrating superior presentation, interpersonal, and problem-solving skills and ensuring compliance with bank/industry regulations and quality standards. Earned a reputation as a competent and efficient trouble-shooter—a status that saw customers prepared to wait in line for a considerable time trusting that their concerns would be thoroughly investigated and resolved.

Standard Bank Zomba Branch, Malawi April 2012– Dec 2012

Team Leader - Accounts Support

Demonstrated strong comfort supervising branch tellers, daily cash transactions, RBM cash deposits and withdrawals, Interbank transfers, treasury cash management, branch petty cash management, authorizing and confirming cheque payments as well as an excellent skill set in facilitation of new customer acquisition, opening new accounts, product promotion campaigns and overarching client service to generate a superior record of customer satisfaction and retention.

Standard Bank Zomba Branch, Malawi Feb 2008 to Jun 2010

Float/Teller

Teller duties consisted of maintaining proper cash limits, processing cheque deposits, money orders, and traveller’s checks, cash advances, wire transfers, transfer of funds, and paying / receiving large amounts of currency / coin.

References

Dr. George Kaudza Masina, Campus Director, Malawi College Of Accountancy, Cell: +265-*********/+265-*********.

*******@***.**.**

Harold Ngoma, Head Finance, NBS Bank, Blantyre, Malawi. Cell: +265-*********/+265-****-*****. Email: ******.*****@************.**.**

Thoko Kandodo, Business Manager, NBS, Lilongwe, Malawi. Cell: +265 099*******. Email: ************@*****.***

Francis Waliwa, General Manager, United Civil Servants SACCO P.O. Box 194, Mzimba, Malawi. Tel. 01 342 066 /088*******. Email: *******@********.***

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