Customer Service Business Administration
Resume:
Name: Henry Mubita Mundia
Nationality: Zambian
Address: P.O. Box 20768, Kitwe, Zambia
Mobile #: +260-********* / +260-*********
E-mail: ad3zan@r.postjobfree.com / ad3zan@r.postjobfree.com Objective: “To ensure that I am an effective and efficient professional individual who contributes to meeting key objectives of my Organization. My MOTO is MAKE YOUR ORGANISATION THE MOST REPUTABLE THROUGH PROFESSIONAL WORK. This would be made possible by ensuring that assigned tasks and responsibilities are fulfilled in a timely and cost effective way. KEY QUALIFICATIONS
• General Certificate of Education. (0-Levels Certificate)
• ACCACAT Certificate
• Higher Diploma in Economics& Commerce
• Currently pursuing a Bachelor’s Degree in Business Administration COMPANIES:
I have worked for the following internationally and locally recognized Firms;
• Allied Mobile communications: 1st December 2013 to 30th June 2016
• Celtel Zambia / Zain Zambia /Airtel Networks: 3rd June 2009 to 30th November 2012
• Shoppers Direct: 12th February, 2007 to 15th May 2008
• Lloyds Investments Ltd:14th March 2006 to 6th January 2007
• MTN Zambia: 1st September 2016 to 2nd March 2021
• HYWIKAM: 1st April 2021 to 30th December 2022
• Vital Beverages: 1st January 2023 to 1st August 2 KEY STRENGTHS
• Very Strong Marketing and Negotiating Skills
• Financial Management, Business Finance, Procurement and Supply Management Skills
• Management and development skills
• Ability to make correct and consistent decisions
• Ability to work under intense pressure and under tight deadlines
•
Attribute Standards
• Purpose, Authority, and Responsibility
• Independence and Objectivity
EDUCATION/QUALIFICATIONS
Africa Research University Currently Business Administration(BA) Cambridge International College 2014 Economics & Commerce Higher Diploma INTEC College South Africa 2002 to 2003 ACCACAT Certificate Sathya Sai School 1997 to 1999 General Certificate of Education O - Levels
(Senior Secondary Certificate)
Pretoria Boys High School South Africa 1995 to 1996 Junior Secondary Certificate Waterkloof Primary School 1993 to 1995 Primary School Certificate WORK EXPERIENCE
LLOYDS INVESTMENTS
Position: Store Manager
RESPONSIBILITIES
● Maintenance of day to day books of accounts
● Reaching sales targets and increasing profits
● Improving quality and responsiveness of customer services and other functional areas of company
● Be knowledgeable of all company related products and information
● Reconciliation of daily banking with cash
● Manage monthly stock take
● Debt collection and ensure that payments due to suppliers are made on time
● Upsell products and services provided by the company ACHIEVEMENTS
● Acquired experience and further knowledge in Accounting SHOPPERS DIRECT
Position: Sales Executive
I served as a Sales Executive assigned with the task of establishing new markets to achieve consumer subscriber volumes for Shoppers Direct
RESPONSIBILITIES
● My responsibilities included establishing relatively new customers and selling other value added products and services to the existing ones
● Locate distribution points for Shoppers Direct products and services
● Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product
● Compile managed reports weekly/monthly
ACHIEVEMENTS
● Managed to meet and exceed monthly sales targets within the first two weeks of the month
● As a result of the training and experience, I have vast knowledge and experience on upselling and how the sales channel works.
CELTEL PLC / AIRTEL ZAMBIA / ZAIN ZAMBIA
Position: Call center executive
Position: Customer Service executive
Position: Customer Service Center manager
Main responsibilities as Customer Service Center manager:
● Participate as an active member of the customer care walk in and develop positive relationships with customers and co workers
● Communicate in a positive professional style
● Be knowledgeable of all company related products and information
● Taking responsibility for resolving customer queries
● Handle and resolve a range of customer contacts
● Record and capture customer details accurately
● Correctly classify all reasons for contacts
● Effectively retrieve information using appropriate systems
● Know and understand customer care performance standards and individual targets
● Document, analyze and interpret daily individual reports
● Adhere to walk in schedule and professional attitude
● Adhere to the behavior policy
● Handle escalated policies
● Conduct resource scheduling
● Compile managed reports weekly/monthly
● Communicate and escalate factors that impact on customers experiences to appropriate Airtel departments
● Assisting manager in improving quality and responsiveness of customer services and other functional areas of company
● Daily transacting and reconciliation on Airtel Money
● Contributes to team effort by accomplishing related results as needed.
● Maintains store staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results.
● Identifies current and future customer requirements by establishing rapport with potential and actual customers and other persons in a position to understand service requirements.
● Ensures availability of merchandise and services by approving contracts; maintaining inventories.
● Protects employees and customers by providing a safe and clean store environment.
● Maintains the stability and reputation of the store and company by complying with legal requirements.
● Contributes to team effort by accomplishing related results as needed.
● Configuring different devices to the internet
Additional duties and responsibilities
● Daily cash ups and banking
● Counter managements
● Cash snap checks
● Availability of sales summary and stocks
● Ensure security adherence of all valuables
● Stock balancing and disbursement
● Selling and sales management
● Airtel Money customer registration
● Conduct cash in and out customer with relevant product information
● Resolving customer complaints on Airtel money
● Daily cash ups and reconciliation on Airtel Money
● Sim packs replacements
● Liaison with center team leader regarding E cash values and cash status for banking and reordering to avoid stock outs
● Reporting-Daily cash summary and cashing up in the cash up book for monitoring
● Liaison with sales coordinators on Airtel money queries that customers may rise
● Support walk in agents and escalate arising matters to sales coordinators Essential knowledge
● knowledge of customer.service, procedures and practices
● Basic knowledge in accounting skills
● Knowledge of Airtel Money process and procedure
● Knowledge of float and cash management process
● Knowledge of cash and in out bands-pricing
● Basic analytical skills
● Comprehensive understanding of basic applications that is
● MINSAT, DWS, CUSTOMER MANAGEMENT SYSTEMS COMVIVA, CUSTOMER SUPPORT, ORACLE SYSTEMS etc.
ACHIEVEMENTS
• Best customer service employee of the Copperbelt region 2nd quarter and 3rd quarter ALLIED MOBILE COMMUNICATIONS
Position: Customer Service Center manager
Main responsibilities as Center manager
● Manage the Allied Mobile contact center in a positive professional style
● Be knowledgeable of all company related products and information
● Taking responsibility for resolving customer queries
● Effectively retrieve information using appropriate systems
● Know and understand customer care performance standards and individual targets
● Document, analyze and interpret daily individual reports
● Conduct resource scheduling
● Compile managed reports daily/weekly/monthly
● Communicate and escalate factors that impact on customers experiences to appropriate departments
● Assisting management in improving quality and responsiveness of customer services and other functional areas of company
● Daily transacting and reconciliation on Airtel Money
● Maintain store staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results.
● Identify current and future customer requirements by establishing rapport with potential and actual customers and other persons in a position to understand service requirements.
● Ensures availability of merchandise and services by approving contracts; maintaining inventories.
● Protect employees and customers by providing a safe and clean store environment.
● Maintain the stability and reputation of the store by complying with legal requirements.
● Airtel money registration number submission and transactions
● Airtel money reconciliation, transacting and banking Additional duties and responsibilities:
● Daily cash ups and banking
● Counter managements
● Cash snap checks
● Availability of sales summary
● Ensure security adherence of all valuables
● Stock balancing and disbursement
● Selling and sales management
● Airtel Money customer registration
● Conduct cash in and out customer with relevant product information
● Resolving customer complaints on Airtel money
● Daily cash ups and reconciliation on Airtel Money
● Liaison with sales coordinators on Airtel money queries that customers may rise
Essential knowledge:
● Vast knowledge of customer service, procedures and practices
● Basic knowledge in accounting skills
● Knowledge in International Money Laundering
● Knowledge of Airtel Money process and procedure
● Knowledge of float and cash management process
● Knowledge of cash and in out bands-pricing
● Basic analytical skills
● Comprehensive understanding of basic applications that is MINSAT, DWS, CUSTOMER MANAGEMENT SYSTEMS COMVIVA, CUSTOMER SUPPORT,ORACLE SYSTEMS etc. ALLIED MOBILE COMMUNICATIONS
Position: Warehouse Manager
Main responsibilities:
● Safeguarding warehouse operations and contents by establishing and monitoring security procedures and protocols.
● Maintaining receiving, warehousing, and distribution operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures.
● Controlling inventory levels by conducting physical counts; reconciling with data storage system.
● Maintaining physical condition of warehouse by planning and implementing new design layouts; inspecting equipment; issuing work orders for repair and requisitions for replacement.
● Achieving financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
● Insuring that the distributors are well stocked at all times MTN ZAMBIA
Position: Service Centre Manager
Main responsibilities:
● Manage the MTN contact center in a positive professional style
● Be knowledgeable of all company related products and information
● Taking responsibility for resolving customer queries
● Effectively retrieve information using appropriate systems
● Know and understand customer care performance standards and individual targets
● Document, analyze and interpret daily individual reports
● Conduct resource scheduling
● Compile managed reports daily/weekly/monthly
● Communicate and escalate factors that impact on customers experiences to appropriate departments
● Assisting management in improving quality and responsiveness of customer services and other functional areas of company
● Daily transacting and reconciliation on Mobile Money
● Maintain store staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results.
● Identify current and future customer requirements by establishing rapport with potential and actual customers and other persons in a position to understand service requirements.
● Ensures availability of merchandise and services by approving contracts; maintaining inventories.
● Protect employees and customers by providing a safe and clean store environment.
● Maintain the stability and reputation of the store by complying with legal requirements.
● Mobile Money registration number submission and transactions
● Mobile Money reconciliation, transacting and banking Additional duties and responsibilities:
● Daily cash ups and banking
● Counter managements
● Cash snap checks
● Availability of sales summary
● Ensure security adherence of all valuables
● Stock balancing and disbursement
● Selling and sales management
● Mobile Money customer registration
● Conduct cash in and out customer with relevant product information
● Resolving customer complaints on Mobile Money
● Daily cash ups and reconciliation on Mobile Money
● Liaison with sales coordinators on Mobile Money queries that customers may rise VITAL BEVERAGES
Position: Marketing Manager
Main responsibilities:
● Captured insights from previous initiatives, events and market research to create successful marketing campaigns.
● Optimized campaigns to take advantage of specific brand qualities, social media platforms, and be cohesive across multiple towns.
● Handled Marketing, events and sponsorships for top company clients and merges
● Maintain client accounts while providing outstanding customer service and developing client relationships.
● Built plans to drive customer retention and intrigue new clients. COMPUTER/ OTHER SKILLS:
I am conversant with;
• Pastel Accounting System
• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint
• Microsoft Internet Explorer
• Sun systems
• I possess a class c driver’s license, Passport and National Registration Card.
• I am an excellent swimmer.
• I am a quick learner and very open minded.
• Oracle systems
TRAININGS & WORKSHOPS ATTENDED:
• Adding value to Customer Relations
• Fixed Cellular Terminal
• Importance of quality customer care
• Walk in customer care management
• Cash & counter management
• Location Based Execution
• Prepaid Blackberry provisioning & prepaid roaming
• Boot camp for sales in Kenya
• Achievers First Line Management Training
• Customer care training with The Little Black Dot LANGUAGE SKILLS:
Speaking Reading Writing
English Excellent Excellent Excellent
Nyanja Good Good Good
Bemba Good Good Good
SOCIAL ACTIVITIES/ RELIGION
• Watching movies
• Playing football, Golf and Basketball.
• Travelling and seeing new places
• I am a fully devoted Christian
REFEREES:
Anthony Bwalya
Managing Director
HYWIKAM
Cell+260-***-******
Lombe Nkunde
Customer Service Regional Manager-Northern Region
AIRTEL ZAMBIA
Cell+260-***-******
.
Gilbert Mabingo
Retail Banking Director
CAVMONT CAPITAL BANK
Cell+260-***-******
Aki Varvaducus
Managing Director
Vital Beverages
Cell+260-**-*******
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