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
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
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
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
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.
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
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
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
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