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Manager Customer Care

Location:
Lilongwe, Malawi
Posted:
January 19, 2021

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Resume:

Gift Nhlane

P.O. Box *****, Lilongwe, Malawi.

Cell Phone: +265 (0-999-***-***

Email: adjjeb@r.postjobfree.com

Skype: giftnhlane

Work Experience

July 2020-Current: Issue Based Facilitator (Consultant), Traction Project, Palladium, Malawi Traction tackles solvable elements of the complex problems that hold back economic growth and effective public service provision in Malawi. We seek out and bring together individuals and organisations with the motivation, influence/ credibility and experience to find solutions, then support them to deliver change. Our partners come from across society: citizen groups, private companies, entrepreneurs, traditional leaders, academics, civil servants and politicians. As an Issue Based Facilitator my responsibilities are the following; Generating increasingly focused knowledge of constraints hindering economic growth and service delivery in Malawi through an ongoing scoping process. Using the PDIA Tool kit and approaches in filtering broad thematic areas of interest down to clearly defined, discrete problems with the potential for realistic and testable solutions. Deepening understanding of underlying constraints; key actors who can block, influence or drive change; and incentives and motivations.

August 2017-Current: Training Facilitator, USAID Malawi USAID Malawi is implementing a Local Government Accountability Performance Project (LGAP) in Malawi with an objective to promote decentralization and improve the councils in accountability and performance.

As a Training Facilitator my responsibilities are the following amongst others; Training in collaboration with the Ministry of Local Government & Rural Development of Members of Parliament, Councilors and District Council Secretariat on Local Government, Accountability and Performance

Facilitating the development of Social Economic Profiles and District Development Plans Providing technical support and capacity building of all partners in the areas of policy analysis and advocacy to all stakeholders Local Government

Developing training materials

June 2014 – June 2017: Business Development Manager/Program Manager, Yamba Malawi Yamba Malawi is an international development organization based in New York, USA but working in Malawi to build the financial capacity of poor communities by targeting children and women through agricultural interventions amongst others.

As a Business Development Manager my responsibilities were the following amongst others; Creating and implementing detailed strategies for increasing the revenue and minimizing the costs of community enterprises.

Coordinating the solar energy initiative with partner organizations across Malawi. Facilitating the agricultural marketing and inputs distributions to farmers. Developing and presenting quantitative analyses to enhance the organization’s work. Monitoring and troubleshooting community enterprise operations. Supporting the Programs team in cultivating strong relationships with strategic partners including local companies, suppliers, buyers and other key stakeholders to identify and capitalize on opportunities.

Identifying new types of community enterprises by working with Community Based Organizations, contacting potential partners and exploring other opportunities. Examining risks and potential of new community enterprises and estimating Community Based Organization’s partners' needs and goals.

Engaging technical experts to provide technical support on matters related to business optimization.

Ensuring sharing of key information and insights across team. Building capacity as needed within the various stakeholders including within the internal team and all the networks involved.

Building relationships with other organizations both nationally and internationally as such I represented my organization at the INGO forum as well as other forums like the Sector Working Groups.

Facilitation of training for the partners after identifying specific training needs. Development of training materials on an ongoing basis in liaison with the partner’s needs. Stakeholder engagement at different levels including the Government, NGO sector and private sector on behalf of the organization.

September 2012-May 2014: Consultant, African Centre for Communication & Development African Centre of Communication for Development is a consultancy firm based in Malawi that offers expert advice based on research to organizations in Africa in the area of rural development, agriculture, HIV & AIDS and education.

As a consultant, I was involved at all levels of the research and consultancy work that includes but not limited to proposal writing, leading the field work, report writing and presentations. January 2008-September 2012: Small, & Medium Enterprise Relationship Manager, NBS Bank-Malawi As an SME Relationship Manager, I was responsible over the following; Business analysis. I was involved in making business analysis to determine credit worthiness of the potential clients. In this regard I managed to develop a standard costing guideline for the agricultural industry in Malawi to be used when determining credit worthiness. Staff Training. I was involved in training officers of the bank at all levels in the Small and Medium Enterprise Department.

Training of clients; I was responsible in organizing of trainings for SMEs in different sectors like Transport, HIV & AIDS, Agriculture and Trading amongst others. As an experienced officer I made several presentations in the trainings.

Research & Marketing. I was involved in research work to determine where and how we can get clients for the bank. This involved organizing meetings with sectors of the economy and direct visits to prospective clients.

Portfolio management. I managed a personal portfolio of over 500 clients in the Small & Medium Enterprise sector.

Stakeholder Management. I was responsible in liaising with stakeholders such as the Reserve Bank of Malawi on SME Credit management, Ministry of Trade & Industry on the SME sector and various associations on SMEs.

Other Related Work Experience

May 2007-Present: Property Valuation Lead, SMN Property Professionals SMN Property Professionals is an organization specializing in property management that includes but not limited to; real estate management, property valuations and property advisory. I have been working with the organization since 2007 as a lead person based in Lilongwe. I am responsible in all the work undertaken by the organization in the Central Region and Northern Region such as; Collaborating with the Ministry of Lands specifically the Lands Registry in processing Land Deeds and other associated documentations.

Collaborating with all the major banks in Malawi in formalizing the securities when land and other associated real property has been offered as security. Work with Ministry of Lands Real Estate Officers and Valuation Officers in processing property documentations and valuation reports.

Ensure that the Lands Policy is correctly used when managing property and advising clients on the same.

Volunteer Experience

January 2015-Present: Adviser/Trustee, Student Driven Solutions, Malawi Student Driven Solutions aims to provide Malawi’s female secondary students with the skills and confidence necessary to address challenges in their community through an integrated business and advocacy curriculum. The organization envisions a world where every girl is provided the educational opportunities to unlock her potential.

Professional Certifications

1. Financial Management, United States of Agency for International Development (USAID) 2. Training certification in Decentralization and Development (USAID) 3. Budget Management, Malawi Economic Justice Network (MEJN) 4. Superior Customer Care, Technical, Entrepreneurial and Vocational Education and Training Authority of Malawi (TEVETA)

Education

1. Masters in Strategic Management

University of Derby (Pending).

2. Bachelor’s Degree in Economics, Sociology & Psychology University of Malawi, Chancellor College (2007).

Referees

Terry Mukuka

UMCOR International Programs,

475 Riverside Drive,

New York, NY 10115

Email Address: adjjeb@r.postjobfree.com

Cell# 212-***-****

Rebecca Gross

Student Driven Solutions

P.O. Box 797

Lilongwe

Email Address: adjjeb@r.postjobfree.com

Cell# +265-***-***-***

Dr. Murphy Kajumi

P.O. Box 30098

Lilongwe 3

Email Address: adjjeb@r.postjobfree.com

Cell# +265-***-***-***



Contact this candidate