Zamiwe Sakala Mubukwanu
Mesa,AZ
Summary
Systematic, detail-oriented, promoting positive Morales and optimizing productivity. Motivating and positive with excellent interpersonal, coaching and communication skills.
Overview
20
20
years of professional experience
Work History
Human Resources -Senior Operations Processor
Wells Fargo, NA
Phoenix, AZ
03.2020 - 09.2022
- Administration of benefits - medical, dental, health serving accounts, flexible spending accounts, vision, disability benefits and life insurance programs for employees.
- Updating third party vendors.
- Escalation resolution.
- Reports.
- Employee relations partnership on leave processing.
- Training.
- Payroll -pay adjustments.
- Covid-19 request processing.
Human Resources Specialist 4
Wells Fargo, NA
Phoenix, AZ
11.2016 - 02.2020
- Benefits and employment verification.
- Worked with third party companies to ensure records are showing corrected and reported correctly.
- Issued and singed letters/ forms that provided verification of benefits, enrollment.
- Completed state and government forms.
- Sorted and allocated workloads for team.
- Subpoena processing.
- Worked on retainment benefits.
Human Resources Specialist 1, 2 and 3
Wells Fargo, NA
Mesa, AZ
02.2012 - 11.2016
- Customer service receiving and managing over 70 - 100 inbound calls from employees on payroll, benefit plans, qualified events, programs and policies, displacement, employee assistance pregame, call routing and Survivor services.
- Improved customer service rankings by quickly resolving issues.
- Maximized team knowledge and productivity by quality training of new hires and idea sharing on best practice from observations of call trends.
Lead Bank Teller
Wells Fargo, NA
Mesa, AZ
01.2011 - 02.2012
- Identified potential customer needs through observation, questioning and listening.
- Completed high-volume money counts via both manual and machine-driven approaches with a highly accurate success rate.
- Mentored newly hired team members on appropriate responses to patron questions.
- Maintained friendly and professional customer interactions.
- Conducted regular work proofing and followed up on chargebacks and deposit corrections.
- Managed the teller team for the best customer services results.
Bank Teller
Wells Fargo Bank, N.A.
Mesa, AZ
04.2010 - 01.2011
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Reconciled cash drawer and resolved discrepancies.
- Counted and packaged currency and coins.
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
Customer Service Representative
West Corporation
Mesa, AZ
03.2009 - 04.2010
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns on cost, programming and of all the services offered (DIRECTV).
- Answered constant flow of customer calls with minimal wait times.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Investigated and resolved customer inquiries and complaints quickly.
Educational Tour Guide
Livingstone Museum Of Natural History
Livingstone, Zambia
01.2002 - 01.2009
- Conducted outreach programs to schools and colleges,
- Brought energy and enthusiasm to tours and interacted with guests warmly and personally.
- Guided groups of up to 30 - 50 people on tours of the museum.
Education
Associate of Arts - Public Relations
University of Zambia
Lusaka, Zambia12.2003
Associate Degree in International Tourism - International Travel And Tourism
Zambia Institute For Tourism And Hospitality
Lusaka, Zambia 12.2001
Associate of Arts - Front Office Operations
Zambia Institute For Tourism And Hospitality
Lusaka, Zambia 11.2000
Associate of Science - Certificate in Computer Letracy
Oxford University UK
United Kingdom 05.2000
GED -
St Raphel's Secondary School
Livingstone, Zambia 11.1999
Skills
- Benefits Administration Management
- Procedure writing and Maintenance
- Employment Data Tracking
- Policy Improvement and Implementation
- HR Support, Time Tracking and Payroll Administration
- Business Correspondence
- Subpoena Processing
- Leave of Absence Transitions- FMLA, Personal leave
- Management Consulting
- Human Resources Management Systems
- Workday
- Service Now
- People Soft
- Vendor Management
- Proficient in Microsoft systems pr
Accomplishments
- Training as subject matter specialist in Payroll, benefits, Covid 19 processing, program and polices, displacements, verification of benefits and employment, subpoena processing, Workday, Service Now, People Soft and third-party vendors.
Timeline
Human Resources -Senior Operations Processor
Wells Fargo, NA
03.2020 - 09.2022
Human Resources Specialist 4
Wells Fargo, NA
11.2016 - 02.2020
Human Resources Specialist 1, 2 and 3
Wells Fargo, NA
02.2012 - 11.2016
Lead Bank Teller
Wells Fargo, NA
01.2011 - 02.2012
Bank Teller
Wells Fargo Bank, N.A.
04.2010 - 01.2011
Customer Service Representative
West Corporation
03.2009 - 04.2010
Educational Tour Guide
Livingstone Museum Of Natural History
01.2002 - 01.2009
Associate of Arts - Public Relations
University of Zambia
Associate Degree in International Tourism - International Travel And Tourism
Zambia Institute For Tourism And Hospitality
Associate of Arts - Front Office Operations
Zambia Institute For Tourism And Hospitality
Associate of Science - Certificate in Computer Letracy
Oxford University UK
GED -
St Raphel's Secondary School