Hi, I’m
Susan Mkangama
Blantyre
Summary
Dynamic and results-driven professional with over 10 years of experience in customer service, call center operations, corporate relationship management, and sales. Committed to fostering personal development and growth within an organization that values innovation and opportunity. Passionate about leveraging skills to make a meaningful impact on both the organization and the broader economy while embracing challenges that enhance career advancement. Recognized for delivering creative solutions that drive organizational success and inspire colleagues to exceed their potential.
Overview
20
years of professional experience
Work History
Relationship Manager: Corporate Banking
09.2023 - Current
Job overview
- Driving growth and achieving retention of a portfolio of high value Corporate Banking relationships. Execute an effective relationship management strategy in line with the overall Corporate and Investment Banking strategy.
- Performing customer value chain analysis to gain an in-depth understanding of the customer’s operations and identify opportunities linked to the strategies of the customer’s operation. Completing a customer value chain analysis to further understand the customer’s needs and identifies sales opportunities and deploys banking solutions to meet those needs.
- Identifying opportunities to migrate Corporate Banking customers to the more appropriate customer value proposition. Monitoring and managing (in collaboration with internal business partners) the delivery of service in line with service level agreements, standards and turnaround times within the Service Centres.
- Sourcing feedback frequently, on the customer experience and service levels and addresses areas of concern as a matter of priority.
NBS Bank Limited
Asst: Customer Experience Manager
04.2018 - 03.2023
Job overview
- Promoting the company's existing brands and introducing new products to the market.
- Monitoring of TATs for good customer service action, increasing client retention ratio significantly.
- Maintained up to date data base of the whole customer base.
- Consistently met performance milestones in speed, accuracy, and volume.
- Demonstrated professional etiquette and manners, improving 30% positive feedback immediately by facilitating trainings for assigned territory on Banks products, services & programs.
- Wrote an NBS Call Centre training manual for the new joiners in the Call Centre.
- Introduced and implemented a new CRM System, decreasing delays in customer responses and Manual reporting by 40%
- Helped NBS Bank to attain the highest customer CSAT score ratings of 79%.
- Reduced customers’ complaints by 30% through escalated grievance resolution procedure.
- Introduced and Implemented Customer Loyalty Activity for the customers who have been with the Bank for more than 15 years.
- Attained Employee Award in 2021
- Managed team of employees, overseeing hiring, training, and professional growth of employees.
- Developed Feedback Surveys (CSAT, CEBS)
- Developing Market Briefs
- Retention Management, managing inactivity campaigns by knowing the market trends and specific needs of assigned segments.
Airtel Malawi
High Value Premier Experience Senior Officer
09.2014 - 03.2018
Job overview
- Created and managed the client life cycle process project (starting from the initial sale through all phases of implementation)
- Provided timely resolution of product and accounting related customer support issues.
- Assisted in establishing a “Best Practices” sales process for large/enterprise level accounts as per segments.
- Gathered customer product feedback and communicate with product management to shape product roadmap development
- Increased revenue by reinforcing contractual agreements and negotiated out of scope fees from self-created statements of work.
- Executed complex sales and effectively manage the sales process and activities
- Organized project teams delivering value to customer base by providing excellence of service.
- Hosted daily status calls as well as ad hoc meetings as requested to ensure client satisfaction in an ever-changing environment.
- Implementation of Segmented service model (Both Post-paid & Prepaid)
- Achieved Revenue and Subscriber targets for the responsible products of 3 million subscribers in 2017.
- Managed High Value Customers accounts (VIP, Diamond)
- Maintained and enhanced customer satisfaction by providing ongoing, proactive support throughout the customer life cycle.
- End to End Meetings with the corporate world and door-to-door services.
- Implementation of Customer Loyalty Programs.
- Managing Premier Customer Satisfaction Campaigns.
- Managing Churn by conducting different inactive campaigns with 40% success rate.
- Exceeded goals through effective task prioritization and great work ethic.
Airtel
Customer Call Centre Manager
10.2012 - 08.2014
Job overview
- Implemented a CSR script to be used for new customers in the Call Centre.
- Developed a corporate customer’s interest in the company, bringing $50000 more revenue to the company.
- Provided personalized services to each customer, resulting in a high commendation from the Head of Customer Service.
- Implemented a ticketing system, thereby, decreased calling load by 35%
- Trained 200+ call center agents in performing outreach work, as part of their induction process.
- Provided excellent services to an irate corporate customer, as a result, retained the business
- Correctly identified a customer’s needs, making him the highest paying customer for the company.
- Successfully built a sustainable relationship with customers, going the extra mile in all conversations.
- Singlehandedly managed a large influx of calls, on a particularly busy day at work
- Surpassed expectations by bringing onboard a corporate client that the company had been hoping to work with for 7 years.
- Exceeded sales expectations, by meeting all sales objectives constantly.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Carried out day-to-day duties accurately and efficiently.
- Exceeded goals through effective task prioritization and great work ethic.
Airtel
Customer Care Retention Supervisor
03.2011 - 10.2012
Job overview
- Managed retention and attrition activities; ensured that customers who churned were retained.
- Supervised Ten Retention Agents.
- Encouraged creative thinking, problem-solving, and empowerment as part of the facility management group to improve morale and teamwork.
- Defined clear targets and objectives and communicated them to other team members.
- Monitored timelines and flagging potential issues to be addressed.
- Took accountability for and resolves all customer issues and follow up when appropriate.
- Maintained a high level of customer satisfaction by clarifying customer needs and ensuring that they are met.
- Skilled in organizing resources, establishing priorities, and meeting deadlines
- Conducting Different campaigns in Retention.
- Cross-selling of company products.
- Prepare and submit reports.
Airtel Malawi
Customer Care Retention Agent
06.2009 - 03.2011
Job overview
- Provided superb customer service courteously and efficiently.
- Explained new services and products to existing customers.
Airtel Malawi
Customer Call Centre Agent
11.2005 - 05.2008
Job overview
- Collaborated with team members to achieve target results of answering 120 calls per shift.
- Handled Customer queries in the call center.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Exceeded goals through effective task prioritization and great work ethic.
- Maintained energy and enthusiasm in fast-paced environment.
- Participated in team-building activities to enhance working relationships.
Education
University of ZambiaZambia
MBA from Strategic Management
11.2025
University of MalawiZomba
Bachelor of Science from Information Technology
12.2012
Advanced Diploma from Advanced Diploma in Computer Science
12.2006
Association of Computer ProfessionalsUK
Diploma from Diploma in Systems Analysis & Design
12.2002
Association of Computer ProfessionalsUK
Certificate from Certificate in Information Technology
12.2001
Skills
- Customer experience management
- Customer experience enhancement
- Customer experience analysis
- Passion for customer satisfaction
- Managerial experience
- Customer engagement and assistance
- Marketing Management
- Sales Experience
Timeline
Relationship Manager: Corporate Banking
09.2023 - Current
Asst: Customer Experience Manager
NBS Bank Limited
04.2018 - 03.2023
High Value Premier Experience Senior Officer
Airtel Malawi
09.2014 - 03.2018
Customer Call Centre Manager
Airtel
10.2012 - 08.2014
Customer Care Retention Supervisor
Airtel
03.2011 - 10.2012
Customer Care Retention Agent
Airtel Malawi
06.2009 - 03.2011
Customer Call Centre Agent
Airtel Malawi
11.2005 - 05.2008
University of Malawi
Bachelor of Science from Information Technology
Advanced Diploma from Advanced Diploma in Computer Science
Association of Computer Professionals
Diploma from Diploma in Systems Analysis & Design
Association of Computer Professionals
Certificate from Certificate in Information Technology
University of Zambia
MBA from Strategic Management