Bwalya Mwila
Lusaka
Summary
Dynamic and purposeful professional with experience in consulting, customer service, and sales. Recognized for delivering innovative solutions, driving business growth, and enhancing customer satisfaction. Adept at navigating fast-paced, high-pressure environments with a strong ability to meet and exceed targets. Proven record of implementing effective strategies and leading cross-functional teams to success. Experienced and enthusiastic Consultant with track record of success across wide range of industries. Possesses exceptional interpersonal, problem-solving and analytical skills to provide advice and expertise to client organizations improving business performance. Experienced in all aspects of operations, strategy and finance.
Overview
14
14
years of professional experience
Work History
Consultant
Urban Data Limited
01.2019 - Current
- Spearheaded comprehensive business analyses and supplied actionable insights, leading to significant operational improvements
- Developed and presented strategic recommendations, resulting in optimized processes and increased efficiency
- Successfully implemented new procedures and training programs, enhancing overall organizational performance.
Sales & Customer Experience Agent
Maersk Zambia
06.2016 - Current
- Exceeded sales and customer service targets consistently, driving substantial revenue growth
- Orchestrated collaboration between Finance, Sales, Operations, and Executive Management to ensure seamless customer experiences
- Used in-depth research and analytics to resolve complex customer inquiries, enhancing satisfaction and retention rates
- Played a pivotal role in developing business plans that achieved profitability goals and improved client retention.
Front Office / Receptionist Temp
Airtel Zambia
03.2015 - 08.2015
- Enhanced administrative efficiency and supported executive leadership, contributing to a well-organized office environment
- Delivered exceptional customer service, fostering positive relationships and repeat patronage.
Customer Service Representative
Multi-choice Zambia Limited
05.2014 - 02.2015
- Resolved complex customer issues, improving overall service quality and customer loyalty
- Drove business development through strong customer relationships and in-depth product knowledge.
Customer Support Associate
Tech Mahindra Limited
01.2012 - 01.2014
- Innovated new processes that significantly boosted customer satisfaction and service quality
- Improved customer retention by 3% through initiative-taking engagement and tailored service solutions.
Counsellor
Ministry of Health - UTH
01.2011 - 01.2012
- Supplied essential counselling services and executed effective risk assessment strategies, contributing to patient well-being.
Education
Google Digital Marketing & E-commerce Professional Certificate - Marketing
Google
07.2024
Bachelor of Science, Logistics and Transport Management -
National Institute for Public Administration
07.2024
Post Graduate Diploma, Monitoring and Evaluation -
Cavendish University
01.2014
Skills
- Strategic Planning and Analysis
- Sales and Customer Service Excellence
- Business Process Improvement
- Data Analysis and Interpretation
- Effective Communication and People Skills
- Team Leadership and Collaboration
- Advanced Microsoft Office Suite Proficiency
- Problem-Solving and Decision-Making
- Training and Development
- Problem-Solving
- Attention to Detail
- Team Leadership & Development
- Client Relationships
- Integrity and Honesty
- Analytical Thinking
- Strategic Planning
Classification
Confidential
Timeline
Consultant
Urban Data Limited
01.2019 - Current
Sales & Customer Experience Agent
Maersk Zambia
06.2016 - Current
Front Office / Receptionist Temp
Airtel Zambia
03.2015 - 08.2015
Customer Service Representative
Multi-choice Zambia Limited
05.2014 - 02.2015
Customer Support Associate
Tech Mahindra Limited
01.2012 - 01.2014
Counsellor
Ministry of Health - UTH
01.2011 - 01.2012
Google Digital Marketing & E-commerce Professional Certificate - Marketing
Google
Bachelor of Science, Logistics and Transport Management -
National Institute for Public Administration
Post Graduate Diploma, Monitoring and Evaluation -
Cavendish University
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