Sharon Phiri
About Sharon Phiri
Sharon Phiri is a Contact Experience Manager specializing in call centre management, currently employed at Airtel Zambia since 2014. She has extensive experience in customer interaction strategies, workforce planning, and process engineering, with a background in Business Administration.
Current Role in Call Centre Management
Sharon Phiri currently serves as the Contact Experience Manager in Call Centre Management at Airtel Zambia. She has held this position since 2014, contributing to the enhancement of customer service strategies in Lusaka, Zambia. In her role, she focuses on implementing multi-channel customer interaction strategies, including the use of social media platforms like Facebook and Twitter, to improve the overall customer experience.
Previous Experience at Airtel Zambia
Before her current role, Sharon Phiri worked at Airtel Zambia as a Service Experience Manager from 2011 to 2014. During this time, she was responsible for overseeing customer service operations and enhancing service quality. Additionally, she served as an Inbound Contact Experience Specialist for a brief period in 2011, where she focused on customer interactions in Nairobi, Kenya.
Education and Expertise
Sharon Phiri holds a Bachelor Degree in Business Administration, Management and Operations from the West Coast Institute of Management and Technology in Australia, which she completed from 1999 to 2002. She also earned an Advanced Diploma in Business from the Institute of Commercial Management in the UK, studying from 1998 to 1999. Her educational background supports her expertise in process engineering and workforce planning, which are critical for optimizing call centre performance.
Skills in Call Centre Efficiency
Sharon specializes in process engineering and re-engineering, focusing on improving call centre efficiency and service quality. She has developed and enforced policies and procedures that align call centre operations with company goals and regulatory standards. Her skills also include quality monitoring and coaching, ensuring that high standards of customer service are maintained across all interactions.