Experience

• 

  Infratel Zambia

  • Lusaka, Zambia

  • Head Of Sales

    • Jan 2022 - Present
    • Lusaka, Zambia

• 

  MTN Zambia

  • Zambia
  • Telecommunications
  • 700 & Above Employee

  • Senior Manager: Corporate Sales

    • Mar 2021 - Jan 2022

  • Service Delivery Manager

    • Aug 2020 - Mar 2021

    This role involves coming up with a strategic approach to mitigate churn, increase on retention and formulation of key loyalty programmes. My team and I have a core responsibility to ensure that all after sales issues are well handled with us being are at the helm of Customer Experience in the Enterprise Business Unit. We have set focus on a proactive approach to handling customer problems as opposed to being reactive. I also have a key responsibility to ensure full compliance on governance related issues, acceptable process flow and the right approach on all support functions to the delivery of excellent customer service. This attributes to the fact that we must achieve a favorable NPS score every quarter.

  • Regional Enterprise Sales Manager

    • Jan 2016 - Aug 2020

    My responsibility has been around revenue growth and acquisition of corporate customers through our platform of technology. We are ultimately a total communications solutions provider that focuses on improving the operations of our customers, both existing and prospective. I lead a dedicated team full of energy and expertise in the Sales field with the ability to maximize on team work to make the dream work. Customer Experience is fundamental to our delivery and forms a large part of our KPIs.

  • Fixed & Data Specialist

    • Jan 2015 - Dec 2015

    A role that's focused on the acquisition of Fixed Services and Big Data, alongside Account and Relationship Management of the Multinational Corporates, the top Financial institutions and ISPs in the market. This role was also a supervisory role to the Key Account Managers, ensuring that they were given the necessary support at every point.

  • Corporate Account Manager

    • May 2009 - Dec 2014

    Key role was to identify new channels and opportunities to increase Corporate Sales and account activation, while exerting expertise in customer service and effective account and relationship management, thereby bridging the gap between the MTN Zambia core business unit and these Corporate Accounts.

• 

  GTV Zambia

  • Lusaka, Zambia

  • Churn Supervisor

    • Mar 2008 - Jan 2009
    • Lusaka, Zambia

    My role involved coming up with incentives to encourage bill payments and ensuring that customers stay connected to the respective pay TV plans through various loyalty campaigns, regular health check and courtesy calls.

• 

  Celtel Zambia/ Zain Zambia Limited

  • Lusaka, Zambia

  • Distribution Executive

    • Nov 2005 - Feb 2007
    • Lusaka, Zambia

• 

  Celtel Zambia

  • Lusaka, Zambia

  • Call Centre Supervisor

    • Nov 2003 - Nov 2005
    • Lusaka, Zambia

• 

  Zamcel/ Celtel Zambia Limited

  • Lusaka, Zambia

  • Customer Service Representative

    • Feb 2002 - Oct 2003
    • Lusaka, Zambia