Customer Experience Financial Services
Resume:
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NATALIE NOSIPO MUSUNGA
Kapiri Mposhi, Zambia
Phone: +(260-***-****** / 76 5920891 § Email: *******.*******@*****.*** BANKING PROFESSIONAL
Portfolio Management & Risk Assessment Banking & Financial Services Wealth Planning & Investment A visionary financial leader with a remarkable 9-year track record of driving operational excellence, enhancing customer experience, and delivering superior financial outcomes across retail banking, wealth management, and corporate finance. Renowned for building enduring client relationships, strategic thinking, and fostering high-performing teams. Proficient in navigating complex financial landscapes, identifying growth opportunities, and implementing data-driven strategies to maximize profitability. Committed to innovation, regulatory compliance, and delivering tailored solutions that exceed client expectations. Poised to leverage industry expertise and leadership skills to propel financial institutions to new heights of success. 4 Drove a customer-centric sales strategy that generated a record-breaking 2,095 leads, surpassing branch targets by 25% to become the top-performing front office staff in 2019. 4 Recognized as the top-performing salesperson in 2020, consistently exceeding quarterly goals by 18% through strategic account management and innovative cross-selling.
4 Spearheaded the seamless migration of the branch's financial systems to the new Flexcube platform, ensuring service continuity and data integrity.
4 Elevated the branch's data capture standard from 42% to 93% for legacy accounts (14,700) and achieved 100% accuracy for new accounts within six months, enhancing reporting and client service. QUALIFICATIONS SUMMARY
Retail Banking Operations & Optimization § Corporate Finance § Relationship Management § Financial Analysis & Reporting § Regulatory Compliance & Control Framework § Digital Transformation & Process Automation § Branch Network Management § Sales Enablement § Customer Experience Design & Loyalty Programs § High-Performing Team Development & Mentorship § Market Research & Competitive Intelligence § Strategic Planning & Execution § Product Development & Lifecycle Management § Budgeting, Forecasting & Cost Optimization § Client Relationship Building & Rentention CORE COMPETENCIES
Drove organiza]onal transforma]on, aligning teams around a shared vision to achieve ambi]ous goals.
Leveraged data-driven insights to develop tailored solu]ons that maximized client returns and mi]gated risks.
Cul]vated trust-based client rela]onships, fostering loyalty and expanding por^olios through deep understanding of evolving needs.
Implemented forward-thinking strategies to enhance the customer experience and stay ahead of the compe]]on.
Ensured adherence to banking standards while delivering high-quality financial services.
Empowered high-performing teams to reach their full poten]al, contribu]ng to the organiza]on's growth.
Proficient in MS Office, CRM pla^orms (Resolute, Go High Level), Complainant Management Ticket system (Ameyo), OBIEE analy]cal system, and FLEXICUBE core banking system. PROFESSIONAL EXPERIENCE
Zambia National Commercial Bank (ZANACO) – Kapiri Mposh, Zambia 2019 – 2021 Customer Service Assistant
SELECTED RESULTS:
4 Spearheaded excepConal personalized service iniCaCves for premier banking clients, fostering strong relaConships and boosCng saCsfacCon levels.
4 ProacCvely engaged clients to increase product adopCon and enhance customer loyalty, resulCng in significant porEolio growth and revenue increases.
4 Managed complaint resoluCon swiGly and effecCvely, ensuring client saCsfacCon and elevaCng service standards to new heights.
4 Strategically monitored and opCmized sales performance, consistently surpassing targets and driving revenue expansion. 4 Conducted daily sales outreach to a minimum of 200 customers, driving customer engagement and product uptake. 4 Executed client instrucCons with precision and efficiency, exceeding service level agreements and building trust in our operaConal capabiliCes.
4 Maintained vigilance over evolving client needs and regulatory changes, posiConing our team as compliance leaders and trusted advisors.
Zambia National Commercial Bank (ZANACO) – Kapiri Mposh, Zambia 2016 – 2019 Senior Teller/Front Office Teller
SELECTED RESULTS:
4 Spearheaded personalized service iniCaCves as the forefront contact for esteemed banking clientele, delivering tailored assistance and execuCng effecCve contact plans.
4 CulCvated enduring relaConships with clients, ensuring their needs were met and saCsfacCon levels monitored, thereby elevaCng service standards within the branch.
4 ProacCvely engaged clients, promoCng addiConal products to boost loyalty and expand porEolios, showcasing adept mulCtasking abiliCes.
4 Managed office supplies and maintained filing systems to support seamless operaCons, ensuring sufficient stock levels at all Cmes.
4 UClized basic math skills to adjust customer segments, educate clients on product offerings, and facilitate loan requests, showcasing versaClity in service provision.
4 Executed client instrucCons promptly and accurately, upholding service level agreements with integrity and independence. 4 Demonstrated effecCve judgment and communicaCon skills in collaboraCng with team members to uphold service standards and achieve organizaConal goals.
Zambia National Commercial Bank (ZANACO) – Kapiri Mposh, Zambia 2011 – 2016 Back Office Teller
SELECTED RESULTS:
4 Recorded and maintained accurate customer informaCon in compliance with regulatory standards set by the Bank of Zambia, ensuring data integrity and regulatory compliance. 4 Safeguarded and organized physical customer files, providing a secure and organized repository for confidenCal informaCon.
4 Executed customer instrucCons promptly, including fund transfers, in strict adherence to Service Level Agreements (SLAs), ensuring Cmely and efficient service delivery.
4 Prepared and posted authorized General Ledger (GL) entries for branch expenses and managed the reversal of rejected entries, ensuring financial accuracy and integrity. 4 Reconciled branch GL accounts and reported monthly movements of branch sub-ledgers to Head Office operaCons, facilitaCng informed decision-making.
4 Conducted interbank clearances for cheques presented daily, ensuring seamless transacCon processing and compliance with banking standards.
4 Addressed requests for cheque and instrucCon confirmaCons from support departments at both Head Office and the branch network, fostering collaboraCon and efficiency. EARLY CAREER EXPERIENCE
4 Counter Sales Cashier – Maverick Holdings Ltd T/A Family 24 4 Cashier – Majoru Investement Ltd T/A Rudi Swiss Butcher EDUCATION
ZICA Techncian, Licentiate Level
National Institute of Public Administration - Lusaka, Zambia Grade 12 School Certificate
Ibenga Girls Secondary School – Ndola, Zambia
REFERENCES
1. Ligio Tembo
Branch Manager
Zanaco Chinsali
*****.*****@******.**.**
2. Nyauze Mulopo Bunda
Ministry of Health (Kapiri Mposhi)
District Accountant
************@*****.***
3. Mwape Nanyinza
Zanaco Head Office
Regional Cash Management Specialist- (Northern)
*****.********@******.**.**
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