Chiboola Choongo Email & Phone Number

Dereham, England, United Kingdom

Norwich, England, United Kingdom

ReAssure is part of the Phoenix Group, it provides long-term savings ad retirement business. They specialise in the acquisition and management of heritage life insurance and pension funds.• Currently manage all activities related to financial planning, investing, and managing several investment portfolios for individuals and organisations.• Perform diagnostic techniques to understand issues regarding investment portfolios by breaking it down and tracing the root causes and underlying implications in a methodical way.• Identifying, assessing, controlling, and monitoring investment risks.• Apply checking, reporting and auditing principles and approaches to measure, assure and monitor systems, products, services and internal activities for the purpose of identifying risks

Johannesburg Metropolitan Area

Promoted as a Junior Business Analyst and sub-contracted to RUMAS, a South African-based IT company that integrated revenue management solutions for local government.• Assisted in evaluating business processes, gathering requirements, designing and implementing solutions. • Communicated with key stakeholders on a daily basis• Assisted in presenting FRS and BRS to the project team, project sponsors, and other key stakeholders• Provided project management services

Johannesburg Metropolitan Area

Employed as an IT Account & Business Development Manager by PTP Integrated; a technology company based in South Africa providing application support to municipalities and state-owned entities within Southern Africa. • Oversaw and managed 5 (five) key clients that accounted for 10% of the company’s total revenue.• Developed and implemented a tendering sales strategy which saw a drastic increase in the number of business opportunities awarded to the company.• Successfully developed and implemented business development processes using various methodologies such as ‘As is and To Be’ business analysis methodology.• Assisted is designing and implementing new reporting system using ADKAR to create a strategy that supported user adoption to the new system.• Built and maintained strong, long-lasting customer relationships that resulted in an increase in cross selling and up selling opportunities.

Norwich, England, United Kingdom

Served as an Area Operations Manager for Regus Norwich, a provider of workplace solutions.• Managed all facilities requirements for clients that leased the Norwich Regus building, including security, administrative and ICT requirements. • Responsible for end-to-end client experience which directly affected contract renewals and new business.• Liaised with the sales and finance team on a daily basis to ensure the centre ran optimally.• Ensured all operations were carried on in an appropriate, cost-effective way with a focus on customer service.• Responsible for implementing operational processes and best practice, improving centre performance, procuring material and resources and securing compliance.• Coordinated the centre’s daily activities and became the first line support for all customer compliance and escalations.• Dealt with soft finance requirements; ensuring that clients are billed accurately, discrepancies are highlighted and resolved as well as creating and implementing the centre’s budget.• Contributed to the overall revenue of the centre by identifying opportunities and actively up-selling/cross-selling Regus products and services.• Served as an information hub for clients seeking information, assistance and recommendations; thorough an understanding of all key Regus services, products and amenities.• Conducting show rounds and the negotiations of new deals plus the renegotiations of existing ones.• Responsible for occupational health and safety implementation

Norwich, England, United Kingdom

Employed as a Customer Service Supervisor by Gasway Co. a provider of boilers and expert engineers. • Responsible for performance management and guided the customer service team towards achieving operational goals. Achieved a company quarterly award for increasing team performance from 60% to 88%.• Accountable for investigating and solving complex customers complaints. Resolved all caseloads within first-line support at 100%. Ensured that the customer service team had excellent communication, problem-solving and professional phone etiquette skills for achieving customer satisfaction• Provided supervision and technical assistance to customer service team to attain departmental and organizational goals• Monitored business and process metrics to measure and manage customer service effectiveness. Achieved 89% customer satisfaction rate within an eight (8) month period.

Peterborough, England, United Kingdom

Employed as a First Line Support Analyst by CDW, a provider of technology products, services for businesses and government. • Responsible for assisting the ICT Manager in delivering a first-class support service to the networked and roaming associates. • Acted primarily in a 1st line support capacity across the UK, resolving issues in person, over the phone or via remote connectivity. Successfully resolved and closed off a minimum of thirteen (13) tickets a day. • Assisted in the Installation, configuration and deployment of new and existing hardware and software in line with defined processes and procedures. • Produced monthly reports of key support issues and trends identified in the Track-It system. • Assisted in identifying and creating troubleshooting protocols to eliminate system downtime

Milton Keynes, England, United Kingdom

Joined Computa Center as a first-line support analyst. A multinational company that provides computer services to the public and private sectors. • Acted as the first responder to inbound customer incidents received to the support desk, logging calls received as incident or change requests. • Carried out proactive checks across the company’s systems to ensure maximum possible uptime• Responsible for troubleshooting, fixing, and escalating incidents as required, ensuring they are resolved within customer service level agreements and against key performance indicators• Entered and maintained system data in the company helpdesk system to facilitate support.• Ensured information that was captured was relevant, detailed, and concise to assist second line support.