Customer Experience Communications Specialist Operations Analyst

NYENDWA M. IDRISSA.

CUSTOMER EXPERIENCE COMMUNICATIONS SPECIALIST OPERATIONS ANALYST TRAINER.

+260-********* Plot 29915 Tokyo Way Woodlands Chalala *******.******@*****.***

PROFFESSIONAL SUMMARY

Detail-oriented professional with over eight years of experience in customer experience, analytics, sales, marketing, operations and community engagement. Proven record to drive high volume and revenue growth, manage key accounts, and enhance customer experience. Experienced in implementing sales strategies, coaching sales teams, and analysing market trends to optimize business performance. Passionate about quality management, trade execution, and customer relationship building.

SKILLS & COMPETENCIES

Exceptional customer experience skills

Data entry and management skills

Account & Customer Relationship Management

Sales Team Leadership & Coaching

Trade Execution & Outlet Development

Promotional Planning & Execution

Market & Competitor Analysis

Quality Management & Compliance

EDUCATIONAL BACKGROUND

BACHERLOR OF ARTS DEVELOPMENT STUDIES – University of South Africa 2016 - 2022.

DIPLOMA JOURNALISM & PR - Evelyn Hone College. 2000 – 2002.

CERTIFICATE PROJECTS MANAGEMENT – University of Zambia 2004.

CERTIFICATE GEC “O” LEVEL - Dominican Convent / Chingola High School 1994 – 1998.

OTHER PROFESSIONAL DEVELOPMENT & TRAINING

World Class Best Practice Customer Service Care DOTTED LINE LIMITED

Situational Leadership MTN ZAMBIA – KEN BLANCHARD.

Member of Zambia Institute of Public Relations & Communications ZIPRC

Leadership & Coaching for Sales Teams – TRAINER OF TRAINER MTN ZAMBIA

Trade Execution & Merchandising Best Practices – MTN ZAMBIA LIMITED.

Project Monitoring & Evaluation UNHCR DEELOPMENT PROGRAM.

PROFFESSIONAL EXPERIENCE

CONNECT STORES & CONTAINER SHOPS MANAGER – SOUTHERN REGION.

MTN ZAMBIA LIMITED JANUARY 2022 TO DATE.

OVERALL DUTIES: Building strong relationships with connect and container stores dealers by ensuring that they operate profitably as one stop shops providing and bringing all MTN products as services closer to the people in each given location while promoting brand awareness.

Carry out weekly in-store audits to ensure merchandising aligned with changing business needs.

Cultivating and maintaining robust relationships with connect and container store dealers, ensuring profitable operations and enhanced brand presence across the region.

Developing sales strategy by designing and implementing targeted sales strategies to identify and secure new business opportunities, thereby contributing to regional revenue growth

customer feedback to drive product development and service enhancements.

Ensure consistent and strategic placement of MTN branding at all customer touchpoints, enhancing brand visibility and customer engagement.

Oversee stock inventories and ensure all branding materials align with corporate standards, maintaining operational excellence.

Regular regional store visits to conduct routine audits, ensuring adherence to operational protocols and identifying areas for improvement.

BACK-OFFICE OPERATIONS TEAM LEAD – FINTECH MTN ZAMBIA LIMITED JANUARY 2019 – DECEMBER 2021.

OVERALL DUTIES: Supervised back-office team while ensuring all back office administrative issues adhered to operational processes, procedures and compliance as per business objective.

Prepare and execute mobile money strategies according to business plan.

Manage the relationship between mobile money unit and key external stakeholders including bank partners, merchants, Super agents, Service Centres, and other statutory bodies like ZICTA, BOZ.

Ensure compliance to anti-money laundering (AML) and Counter-Terrorist Financing (CTF) and optimal adherence to the Mobile Money processes and procedures and fraud management.

Audit work and information flow: recommend changes & enhancements to procedures to meet agents/ merchant and end users’ satisfaction.

COMMUNITY SERVICES ASSISTANT UNITED NATIONS - HCR JANUARY 2008 – DECEMBER 2010.

OVERALL DUTIES: Contributed to the implementation of policy priorities and mainstreaming of age, gender, and diversity in all UNHCR activities while promoting the protection of children, adolescents, unaccompanied minors and separated children for urban based refuges and the refugee camps.

Promoting a community-based approach to the work of UNHCR and its implementing partners.

Conducting the needs assessments and Best Interest Determination (BIDs) interviews.

Assisted in monitoring project budgets and other administrative tasks as required.

Identify vulnerable during field visits and refer them to the protection unit for further assistance.

OTHER WORK EXPERIENCES

CUSTOMER EXPERINCE SUPERVISOR MTN (Z) 2013 – 2017.

DATA ENTRY & REGISTRATION CLERK UN HCR 2004 – 2007.

ACHIEVEMENTS

Led a successful opening of SGBV Drop-in Centre in two Refugee camps – Meheba and Mayukwayukwa UNHCR.

Managed to increase the number of female applicants for the German funded education scholarships (DAFI) from 10% to 45% in 2008 UNCHR.

Successfully spear headed inclusion space and refurbishing of children Play corner in the waiting House at the UNHCR Head office where children were allowed to play while waiting for their parents to be attended to. This part of Child protection initiative under the Strengthening Protection Capacity Project (SPCP) Danish funded project UNHCR

Increased sales volume by 5% within two years of bring in the position through optimized sales execution and customer engagement strategies – 2015 to 2016 MTN ZAMBIA

HOBBIES

Active in Community Outreach: Currently pioneering a community women’s outreach group called Member of “My Sister’s KEEPR” that supports women in prison and help to feed street kids

History, Photography, Reading, Travelling, Baking and cooking.

REFERENCES

Ms. Lisa S. Mulozi.

Manager Communications and CSI – MTN (Z) Limited.

Address: P.O. Box 35464, Lusaka.

Tel: +260-*********.

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

Mrs. Lenny Cotton - The Human Resources Clerk.

United Nations High Commissioner Refugees – UNHCR.

Horizon House. Plot 17C, Kabulonga.

P.O. Box 32542.

Lusaka.

TEL: 097-*-****** -1 / 097*-******

Mr. Syakwasiya Sibajene – Former National Registration Officer.

Ministry of Home Affairs – (Commissioner for Refugees.)

P.O. Box 50997

Lusaka.

Tel: 260-***-****-37 (211) 255473.

Contact this candidate