Harriet Chitembo

• Created and delivered masterclass content for key players in banking, insurance, energy and telecom sectors (NICO Insurance, Prudential Insurance, ZESCO, Stanbic Bank, Liquid Telecom).

• Delivered training on safeguarding brand reputation, information security, and cybersecurity impact on CX.

• Developed and delivered training content for 90 customer-facing employees, focusing on CX strategies, conflict resolution, and corporate etiquette.
• Conducted Train-the-Trainer programs, certifying trainers on CX best practices.

• Designed a comprehensive 51-module curriculum, including vulnerability testing and network security for the Applied Cybersecurity Management degree.

• Supervised FinTech back-office operations, collaborating with banking partners to resolve escalated cases and ensure SLAs were met.

• Led CX transformation, reducing complaint resolution time by over 60%. Developed performance coaching programs to elevate customer satisfaction.
• Pioneered Airtel's award-winning Social Media Care team, aligning service standards and providing CX training.

• Led remote technical support and training for non-technical users, streamlining processes and improving customer service efficiency.

• Managed a team handling escalated foreclosure cases, mentoring staff to improve resolution efficiency and customer retention.

In Progress

• Recipient of Dean's Award, March-June, 2024