Experience

• 

  MarketHub Outdoor Advertising Limited

  • Lusaka, Zambia

  • Chief Operating Officer

    • Dec 2022 - Present
    • Lusaka, Zambia

    A ZPPA and VAT compliant corporate supplier with over 16,000 brandable promotional products.We specialize in corporate branding supplying organizations with the below:Branded apparel ( T-shirts, Golf shirts, Corporate Lounge shirts, Bodywarmers, Fleeces, Sweaters & Jackets)Branded gifting (Awards, Bags, Bluetooth speakers, Cooler bags, Diaries, Folders,Flasks, Gift Bags, Gift Sets, Keyholders, Lanyards, Memory sticks, Mugs, Notebooks, Pens, Pencils, Travel mugs, Umbrellas & Water bottles)Branded PPE ( Conti suits, Work jackets, Safety boots, Rainwear, Security wear, Hi visibility wear & Warmwear)Branded display (Banner walls, Pull up banners, X-banners, Tablecloths, Gazebos, Sharkin & Flying banners, Parasols & Pop up banners)Branded capsWe offer 18 different high impact branding methods with delivery guaranteed within 7-10 working days Contact us via 0979230277 or [email protected]

• 

  Amrod

  • Lusaka, Zambia

  • Showroom & Warehouse Coordinator - Zambia

    • Mar 2019 - Feb 2022
    • Lusaka, Zambia

    • Coordinate the Altitude and AMROD showrooms by attractively displaying the products with the aim of creating product awareness ,maintaining high levels of foot traffic and increasing branch sales • Created a sample recording template aimed at tracking all outgoing samples at branch level which in turned got introduced at all the regional branches across the African continent• Gather competitor intelligence• Protect the integrity of and act as an ambassador for the company always• Work closely with the Branch Support Manager – Africa and Branch Supervisor- Zambia by providing insight and trends as well as dedicated services contributing to strategic discussions around content,systems and other strategic pillars for the Zambian branch.• Work closely with the Customer Care Manager- Africa to explore the latest innovations and how best they could be implemented to cater to the AMROD client base.• Create, submit as well as compile the results of surveys sent out internally in line with any requests received from either HODs or Directors to a workforce of over 1400 employees and externally to a client base of over 20,000 resellers• Certified in SHEQ & Fire Safety• Awarded the Employee of the month award for the month of May 2019• Ensure walk-in clients are welcomed and assisted in a professional and friendly manner thus guaranteeing an excellent customer experience

• 

  VITALITE Group

  • Lusaka, Zambia

  • Customer Care Team Lead

    • Apr 2018 - Jan 2019
    • Lusaka, Zambia

    • Trained, assisted and monitored new members of staff on how to handle incoming calls and response to corporate emails with the aim of providing a superior customer experience• Awarded the Employee of the month award for the month of December 2018• Managed and accurately update client database of over 19,000 clients• Analyzed and segmented large quantities of market data and create a monthly campaign that guarantees a minimum of 30% monthly payment from existing clients • Regularly exceeded the set target of 1200 outbound calls by making 1800 calls monthly• Lead the Key Accounts segment of the Customer Care Department thus ensuring that all customers are satisfied with the service, making payments, informed on new products, promotions and discount as well as ensuring all daily, weekly and monthly reports are submitted on time as requested by Coordinator• Regularly attained the set goal of 95% service success rate on all inbound calls while maintaining exceptional scores during call quality auditing• Handled an average of 500 incoming calls monthly to an exceptional quality while managing a minimum of 50 social interactions daily with existing and potential clients via the SMS portal, company email and social media• Created a Standard Operating Procedure which reminded segmented clients to make payments every 2 days which resulted in a 52% increase in revenue and a 50% reduction in defaulters weekly• Audited a minimum of 1050 client accounts weekly to verify payment and prevent defaulting• Kept Management informed by submitting and updating all activity and results reports, including but not limited to hourly, weekly call reports and work plans• Assisted the Marketing department by sending out road show messages to the targeted database resulting in an increase in brand and product awareness while increasing sales through the up selling of add on products on behalf of the Innovations department

• 

  Call Aid Management Solutions

  • Lusaka, Zambia

  • Sales Consultant

    • May 2016 - Nov 2017
    • Lusaka, Zambia

     Developed excellent customer relations, creative and effective sales techniques, a target meeting mindset and a confident approach to dealing with difficult sales situations with a problem solving mindset Regularly averaged between 15% and 19% conversion rate when the company standard was set at 10% Successfully sold 250 travel packages over an 18 month period when the company average was 180 travel packages  Adept at public speaking and experienced at giving presentations to clients. Developed an understanding for different types of clients and catered to their different needs while adhering to a high level of customer service. Overcome large price differences by converting holiday enquiries to holiday bookings while maintaining a good profit margin for the company. Successfully achieved and exceeded the set target of £1500 (K24,445) in profit monthly which resulted in an annual profit of K175,835 for the year of 2016 while doubling the annual profit for the year of 2017 by bringing in K394,645 Monitored competitor products and services and planned new techniques to beat the competition without compromising on company sales or profit. Assisted in the integration of new members of staff after their training process by providing leadership and guidance of how to perform the job to the standard needed. Successfully retained clients which resulted in previous clients rebooking 27 new packages for the year of 2016 and 59 for the year of 2017 Assisted the Operations department by exclusively dealing with rebook emergency situations and handed in detailed reports which included status reports, client feedback, possible alternatives and action plans Guaranteed client retention by rebooking 40% of existing client into new packages