Faith Lusumpa

FAITH LUSUMPA 20802 Kamwala South ·-/--· https://www.linkedin.com/in/faith-lusumpa-598a066b/ Quick learner that adapts easily to any work environment, poses exceptional interpersonal, communication and organization skills. Articulates complex issues both orally and in writing. Poses proficiency in all Microsoft Office applications with ability to work in a fast-paced environment. Excellent analytical problem-solving and management skills. Pays excellent attention to detail. EXPERIENCE 04/04/2022– PRESENT PROJECT MANAGER , IMPACT ENTERPRISES ● ● ● ● ● ● ● ● ● Manage Project teams of over 40 people. Receive and run project pilots and prepare for project maturity. Manage data quality and reporting Monitor deadlines and progress of all projects to meet client expectations. Ensure client communication is handled properly for each project. Manage quality assurance on projects. Evaluate new project specifications to determine feasibility and requirements. Ensure staff is properly allocated to project needs. Oversee existing training protocols and devise new methods to enhance employee performance. ● Resolve project issues with the team and escalate issues to executives and clients. ● Review equipment needs and make recommendations to executives, such as hardware, software, and subscriptions. ● Evaluate the performance of Data Specialists and provide candid feedback. 04/02/2022– 04/05/2022 SENIOR CONTACT CENTER MANAGER , IMPACT ENTERPRISES ● Manage a Team of 49 people. ● Manage data quality and reporting ● Monitor deadlines and progress of all projects to meet client expectations. ● ● ● ● ● Ensure client communication is handled properly for each project. Manage quality assurance on projects. Evaluate new project specifications to determine feasibility and requirements. Ensure staff is properly allocated to project needs. Oversee existing training protocols and devise new methods to enhance employee performance. ● Resolve project issues with the team and escalate issues to executives and clients. ● Review equipment needs and make recommendations to executives, such as hardware, software, and subscriptions. ● Evaluate the performance of Data Specialists and provide candid feedback. 14/11/2016– 3/02/2022 CUSTOMER SERVICE, MARKETING & BUSINESS SUPPORT, MADISON FINANCE LTD ● Ensure MFinance clients requests, queries and concerns are addressed in a timely and professional manner within laid out time frames. Respond efficiently, accurately and courteously to all customer service matters, complaints, requests ● Provide an interface between the business and our client base. ● Support the development and maintenance of processes in Customer Services Center: Adhere to all processes in the CMP Customer Services Center and identify opportunities to improve Client Servicing processes ● Ensure client feedback is escalated to management where executive decisions need to be met to meet common concerns about MFinance business ● Ensuring customer protection and rights are observed as well as monitor and control risk associated with the Customer: Ensure that all activities performed in providing Customer Services comply in all respects with MFinance's risk and compliance policies and procedures as well as legal and regulatory requirements ● Stakeholder Management: Establish and maintain good professional relationships with relevant stakeholders so as to remain abreast of their needs and issues and respond rapidly and effectively ● Leading marketing plans, advertising, direct marketing and campaigns 2 ● Researching and analyzing market trends, competitor offerings, demographics, and other information that affects marketing strategies ● Training Branch relationship officers and all client related staff on customer service. ● Maintaining the company's brand and corporate image. Branding Company Branches and Property. ● Planning, organization and implementation of company marketing and promotional events. ● Management, development and execution of marketing communications including branding, advertising, trade shows, events, marketing collateral, and online presence for strategy execution in Zambia. ● Serves as focal point for organizational information flow targeted to internal and external audiences on mainstream and social media platforms ● Manage and ensure development content for all Mfinance social media platforms in order to generate demand for MSZ products and services ● Branding and creativity of companies marketing and promotional material. ● Planning, budgeting and Procuring of all required marketing material. ● Company brand image management PROJECT MANAGER – USAID /MFINANCE ILRG PROJECT ● Contact person between USAID and MFinance. ● Ensure smooth running of the project. ● Send weekly, monthly, and quarterly reports of updates of the projects to USAID. ● Ensure that donor requirements and project targets are met during program. ● Assist in coordinating the overall reporting of donor funded projects, ensuring that reporting requirements are met ● Coordinate with program/project managers and sector specialists in the planning and undertaking of field assessments and technical evaluations of projects ● Ensure all marketing material is created, designed and provided to enable ground work. ● Ensure all training sessions are successful. 3 ● Ensure deadlines for all milestones are met on time ● Ensure Women are empowered and involved in financial literacy training and ensure these women keep saving and signing up for agencies. PROJECT MANAGER – USAID/MFINANCE GUARANTEE PROJECT ● Ensure all loans that qualify for guarantee are placed under coverage and submitted to USAID on time. ● Ensure monthly and bi-annual reports are done and submitted on time. ● Ensure all guarantee fees are paid before deadlines PROJECT MANAGER – GIZ/MFINANCE PROJECT ● Liaison between Mfinance and GIZ. ● Writing and submitting Quarterly reports. ● Providing all data as and when needed. 2016 – 2016 POLLING ASSISTANT, ELECTORAL COMMISSION OF ZAMBIA ● Ensuring polling takes place in accordance with ECZ rules and regulations and votes are counted and secured at the polling station before sending to the totaling center. 01/2016– 11/11/2016 RESEARCH ASSISTANT, IPSOS ● Data collection and data entry 07/2014– 06/2015 4 OPERATIONS MANAGER, ZOFAY SMOKED FOODS ● Overseeing all activities in the company. ● Develop ideas, goals and a clear vision. ● Plan and control all operations. EDUCATION JUNE 2014 BACHELOR’S DEGREE IN ECONOMICS AND FINANCE, UNIVERSITY OF LUSAKA JUNE 2009 CERTIFICATE IN ECONOMICS AND MANAGEMENT, AUSTRALIAN INSTITUTE OF BUSINESS AND TECHNOLOGY – AIBT DECEMBER 2007 CERTIFICATE IN ECONOMICS SENIOR SECONDARY SCHOOL GCSE CERTIFICATE AND MANAGEMENT, ST. MONICA’S SECONDARY SCHOOL CURRENTLY PURSUING MASTER’S IN BUSINESS ADMINISTRATION SKILLS ● Excellent command and communication in ● Excellent Good customer service skills English; (both verbal and writing) ● Knowledge of and working experience with Ms Word and Excel systems. SPSS. ● Well organized and detail oriented ● Problem Solving Ability ● Ability to Adapt easily ● Ability to work in a team and individually 5 ● Proven skills in managing multiple roles and ● Good Mathematical skills tasks simultaneously and ability to work with minimal supervision; ● Able and willing to travel to international locations that at times may have limited amenities ● Proficient in report writing. ● Exceptional organizational skills. ● Possess planning and organization skills ● Ability to work under tight deadlines ● Proven competency in all Microsoft ● Ability to understand systems e.g. Office packages. DMS/ T24/SPSS etc. ● Ability to plan, prioritize, and manage ● Pays Accurate attention to detail own activities and office workflow. ACTIVITIES. ● Poses high initiative and drive. ● Highly self-sufficient & self-servicing while still possessing a collaborative approach to team work. ● Very keen and fast learner Ability to multitask. ● Ability to collect data, enter, store systematically, timely and accurately. ● Proven ability to handle confidential material and records professionally. ● Excellent leadership, decision-making and management skills. ● Ability to work with my own initiative. ● Ability to work in fast paced environments and meet deadlines. REFERENCES ● ● ● IDREEN MALAMBO – Managing Director, Madison Finance - CHIPASHA CHAMA – HR DIRECTOR, Impact Enterprises - Mutale CHongo – Necor, Regional Manager - 6