Bwalya Mwila
Lusaka
Summary
Experienced Partner with background in strategic planning, business growth, and team leadership. Skilled in fostering strong client relationships and providing innovative solutions for complex problems. Showcased ability to drive success through operational efficiencies and process improvements. Committed to delivering high-quality results and creating positive organizational impact.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Head of Office Management / Customer Experience Partner
Maersk Zambia
Lusaka
01.2016 - Current
- Lead office management functions, optimizing daily operations to increase efficiency and resource utilization by 20% through streamlined procedures
- Oversee customer experience initiatives, continuously resolving client issues and improving satisfaction, leading to a 15% boost in customer retention
- Act as a strategic liaison between sales and operations teams, fostering collaboration that drives a 12% increase in revenue through targeted upselling and client retention efforts
- Manage procurement processes for logistics and office supplies, ensuring timely deliveries while maintaining budgetary controls and reducing costs through vendor negotiations
- Serve as Zambia’s import/export agent, coordinating cross-border logistics, and provide backup support for Malawi’s operations, ensuring seamless regional supply chain operations
- Monitor and manage project budgets of up to $2M, ensuring financial reporting accuracy and regulatory compliance
- Handle key account management for high-value clients, driving a 10% increase in overall revenue through personalized service and proactive customer relationship management
- Conduct satisfaction surveys and analyse feedback, supporting continuous service improvement across customer experience and logistics operations
- Manage petty cash accounts, ensuring financial accuracy and compliance in all reporting, while also overseeing procurement processes and liaising with suppliers for timely deliveries.
Consultant (Logistics & Business Solutions)
Urban Data Limited
01.2015 - 01.2016
- Delivered consulting services to optimize logistics and transport operations, resulting in a 15% increase in efficiency for clients
- Analysed complex data sets to provide actionable insights that supported the development of tailored solutions aligned with business goals
- Collaborated with cross-functional teams to ensure successful project execution, while maintaining alignment with client strategic objectives.
Customer Care Representative
Multichoice Zambia
Lusaka
01.2014 - 01.2015
- Delivered high-level customer service, improving customer retention by 20% through effective issue resolution and upselling of additional services
- Collaborated with technical support teams to resolve customer complaints promptly, contributing to a 10% increase in service efficiency.
Customer Service Executive
Airtel Zambia
Lusaka
01.2012 - 01.2014
- Exceeded sales targets by 15% through proactive promotion of mobile services and products, increasing Airtel’s market share in Zambia
- Conducted market research to identify emerging trends and customer needs, leading to the development of tailored marketing strategies that enhanced customer satisfaction and loyalty.
Education
Bachelor of Science in Logistics and Transport Management -
National Institute for Public Administration (NIPA), Zambia
12.2026
Post Graduate Diploma in Monitoring and Evaluation -
Cavendish University, Zambia
Skills
- Advanced Microsoft Office Suite (Excel, Word, PowerPoint)
- CRM Systems (Salesforce, HubSpot)
- Project Management Tools (Trello, Asana)
- Data Analytics & Financial Reporting
- Excellent Communication & Negotiation Skills
- Fluent in English and Local Languages
Certification
- HRCI Human Resource Associate
- Google Digital Marketing & E-Commerce Professional Certificate
- Google Project Management Certificate
References
- Ms. Samantha Phiri, Country Manager, Maersk Zambia, +260 963 898080, samanthaphirisss@gmail.com
- Ms. Mumbi Mpuku, Office Manager, CFB Medical Centre, +260 977 563558, zinyamam@cfbmedic.com.zm
- Mr. Psalm Phiri, General Manager, Urban Data Ltd., +260 977 707548, psalmphiri@gmail.com
Timeline
Head of Office Management / Customer Experience Partner
Maersk Zambia
01.2016 - Current
Consultant (Logistics & Business Solutions)
Urban Data Limited
01.2015 - 01.2016
Customer Care Representative
Multichoice Zambia
01.2014 - 01.2015
Customer Service Executive
Airtel Zambia
01.2012 - 01.2014
Bachelor of Science in Logistics and Transport Management -
National Institute for Public Administration (NIPA), Zambia
Post Graduate Diploma in Monitoring and Evaluation -
Cavendish University, Zambia
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