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Harriet Willis

Customer Experience Enthusiast

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About
I'm a customer service and data specialist with over half a decade of experience in customer experience. Below are some of my strengths. Client-Focused: Strong dedication to understanding customer needs and providing tailored solutions to ensure satisfaction. Leadership Skills: Proven ability to lead teams, manage performance, and foster collaboration to achieve service excellence. Problem-Solving: Skilled at addressing complex issues and resolving customer concerns efficiently while maintaining a positive experience. Adaptability: Quick to learn new tools and processes, always eager to stay updated and improve customer service techniques. Report Writing: Proficient in creating detailed reports, summarizing data, and providing actionable insights for team and management decision-making. Data Analysis: Skilled in analyzing customer feedback, service metrics, and performance data to identify trends and drive improvements in customer support processes
Experience
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First National Bank Zambia
Jan 2019 – Jan 2023
Lusaka, Zambia
Contact centre manager
Manager of sales and service of the banks call center