Business Development Customer Service

Vendelinus K Shanghala

P.O .Box *****, Windhoek, Namibia

Tel: +264-**-**-**-***

Email:*****.*********@*****.***

Drivers licence: code BE

Gender: Male

• Leadership and Supervisory skill

• People Management and administration

• Implementation of Strategy

• Policy Drafting

• Business Analysis and Development

• Stakeholder Management

• Marketing

• Project Management

• Financial Management and Reporting

• Budget management

• Programme Development

• Creativity and innovation

• Public Relations, Communication and interpersonal skills

• Performance analysis

• Reporting

• Monitoring and Evaluation

• Work experience in a multicultural diverse environment

• Polyvalent, versatile, easily adaptable

• Trilingual English / Oshiwambo

• Fair knowledge of Afrikaans

• Good skills in Word Processing, PowerPoint, Excel and PowerPoint

• Good skills in spreadsheet, database, Web Browser/E-mail, Briefing/Presentation 1. Sales Manager: Retail Sales & Worksites – September 2022 (Current)

• Build strong customer-centric relationships and develop service level agreements that promote the organization with stakeholders aligned to Treating the Customer Fairly (TCF) principles.

• Manage the implementation of customer service plans and operational tactics, policies, practices, services that will retain and increase sales revenue.

• Compile an operational or business area budget aligned with the delivery plans, and ensure the implementation and monitoring of financial controls, management of costs and corporate governance to optimize cost savings and/or profit margins.

• Implement new products to drive revenue growth in 2022 and beyond; (Preservation Funds).

• Contribute to the timely delivery of weekly/monthly/quarterly MI.

• Support the establishment of a regional Liberty mobile sales presence to support the direct channel.

• Accountable for strategy implementation through the integration and optimization of operational activities to practices and systems across an internal value chain.

• Improve the S&D team's knowledge on products and CVP compared to competitors.

• Balance, optimize and manage human resources across disciplines through executed human capability plans.

• Implement the governance management model, framework and policy in own practice and/or tactical areas to identify and manage governance and risk exposure liability pro- actively.

2. Manager: Business Development – January 2021 – August 2022 Main purpose: Develop, maintain and coordinate Metropolitan Retails Business Development Division to open new market possibilities, coordinate the relationship between Metropolitan, Momentum and identified stakeholders, build market position by locating, developing, defining, negotiating, and closing business relationships.

• Manage Customer and Stakeholder Engagement: Establish and maintain relationships with, regulatory and external or business customers. Prepare and implement external and internal stakeholder management programmes aimed at sharing relevant information about Metropolitan Retail to enter new markets and ensure continued expansion among existing customers. Attend relevant meetings as required and provide input and recommends to Metropolitan Retail management regarding Business Development opportunity areas. Provide professional technical support and advice on Business Development matters to line and departmental managers and advise on best practice.

• Legislative compliance: Control the preparation of all relevant reports, legal register and statistics to comply with all company and statutory / external requirements. Understand the various MMI business channels and services. Ensure all policies, procedures and processes are in compliance with the relevant legislation. Ensure all departmental performance monitoring, incident and document control systems and databases are maintained. Develop and manage a records and data management capacity that will ensure highest levels of data integrity.

• Business Development Strategy and Policy: Initiate, draft and implement policies, procedures and services recommending improvements where needed related to Business Development to expand and grow the business. Investigate, propose and implement business development strategies and attraction initiatives. Develop and implement creative marketing research and strategies that support the strategic plan. Analyse statistical data and reports to identify and determine problem areas and develop recommendations to improve Metropolitan business development related policies and practices.

• Manage Business Development and Sales: Diversify and grow the Metropolitan customer base by: -maintaining contact with customers, developing a thorough knowledge of the marketplace; conducting surveys; benchmarking best practices; identify competitors; analyzing information and sourcing significant clients from each major geographic centre.

• Develop Supply Chain Packages: Outline the basis and structure for research, benchmarking on new products and services rendered by Insurance companies. Provide information and coordinate training on new products and services.

• Develop Effective Marketing Programmes: Oversee the development of marketing literature, tools and strategies to ensure brand visibility and global brand presence. Promote and sell Metropolitan services through direct customer contact in all media forms. Plan and prepare presentations and strategies to communicate new product and service developments to prospective customers.

• Manage Personal Performance and Professional Development & Growth: Establish & agree on Personal Performance Contract and Development Plan with direct manager.Manage own performance and continuously liaise with direct superior on expected deliverables and general performance standards. Maintain professional and technical knowledge and skills by attending development forums and/or relevant and appropriate training processes / interventions; establishing networks; self-studying; and benchmarking state-of-the-art practices. 3. Regional Manager – North (Metropolitan-Swabou) June 2014 – December 2020

• Executing the overall strategic role of the region and consequently contribute to the execution of MMI strategy in Namibia

• Responsible for business development, operation and client service in the following regions; Oshana, Rundu and Katima.

• Develop and implement regional strategy

• Responsible for the budgeting and management of the region budget

• Conduct stakeholders’ engagement to build and maintain open collaborative & reciprocal relationships with business forum.

• Conduct research and benchmarking assignments to gauge sales trends, impacts, and improve customer satisfaction

• Ensure retention of existing business by offering the after sale customer service

• Encourage cross-sell of retail products, long term to short term and employee benefits

• Encourage Sales Managers to penetrate new market, increase sales growth and generate profit

• Conduct staff performance management and recommend area of development

• Conduct research for best practices to mitigate risk associated to new and existing business.

• Monitor and develop work performance of immediate reports, build team spirit, and staff morale. 4. Sales Manager– MMI Namibia (Metropolitan and Momentum) January 2012 – June 2014,

• Implement the business plan developed by the Regional Manager and align all operational processes and resources to the region’s marketing plan and initiatives.

• Responsible for the control of the operation expense budget (e.g. over-financing, commission, losses and expenses)

• Establish new sales opportunities and increase penetration levels in the area.

• Identify sales areas, opportunities, threats, and environmental influences.

• Optimize production across the product range through Sales Consultants.

• Establish, maintain and manage a highly motivated and productive sales team through proper recruitment, selection and development of staff, in compliance with laid-down company procedures.

• Initiate and maintain a client focused Sales Consultants by improving client relationships and after sales service.

• Implement a range of marketing efforts to support Sales Consultants in the development of new business to increase market share

5. Mobile Telecommunications limited Namibia (MTC), February 2006 – December 2011 5.1 Call Centre Supervisor: September 2007- November 2011

• Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.

• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.

• Answering agent questions regarding best practices or difficult calls.

• Identifying operational issues and suggesting possible improvements.

• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.

• Preparing reports and analyzing data to assist management as they determine call center goals.

• Working with other supervisors and management team members to support agents and maximize customer satisfaction.

3.2 Call Center Advisor: March 2003 – January 2006

• Administration

• Attend to customer complaints/queries

• Ensures regular and constant update on product & service

• Activates value added services

6. Ministry Of Defence: August 2000 – February 2003

• Military Clerk

7. Namibia Legal Challenge: March 2002

• Sales Representative

6. IWAY Retailers Oshakati: February 2002 to 30 March 2002

• PC Technician: Practical Attachment

• Hardware Diagnosis Repair, Troubleshooting, Software Installation, Virus, Spyware and Malware Management, Support, Cabling

7. Research Facilitation Service: April 2000 – August 2000

• Researcher – Fieldwork collecting data regarding political climate and democracy in Namibia

• Bachelor of Business Administration, UNAM, 2003- 2006

(Subjects: Commercial Law, Financial Management, Banking and Finance, Operations Management, Financial Accounting and Economics)

• Institution of Information Technology A+ PC Technician/ Specialist Course

• High School

Etosha Secondary School, Tsumeb

University of Cambridge Local Examination

Syndicate (IGCSE)

REFERENCES :

Mr. Warren Kozonguizi

Head : Sale, Distribution &

Marketing

Liberty Life Namibia

Cell : 081*******

Mr. Petrus Shikondjoleni Heita

Manager: Employee Relations

Ohlthaver & List

Windhoek

Cell: 081*******

Jason Nandago

Former Chief Executive Officer

for MMI

Cell: 081*******

Contact this candidate