ESTELLE WONGANI MSETEKA
Poly Service Station Proprietary Limited
Lusaka
16
years of professional experience
1
Certification
Professional leader with comprehensive experience in driving operational excellence and strategic growth. Proven track record of fostering team collaboration and achieving impactful results in dynamic environments. Skilled in navigating complex challenges, optimizing processes, and cultivating positive workplace cultures. Known for adaptability, effective communication, and strong decision-making abilities.
Work History
General Manager
1 Year 9 Months- Leading a team, spearhead the management and performance of the service station, including Forecourt, Bonjour Convenience Shop and the Steers quick service restaurant, driving profitability, ensuring operational excellence, and delivering exceptional customer experiences.
- Key outputs:
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Executed strategic plans to achieve business objectives, including revenue growth and, and customer satisfaction.
- Oversee the day-to-day operations, including fuel sales, store operations, inventory management, and maintenance.
- Built and led a team including hiring, training, and motivating staff members.
- Championed a customer-centric culture and ensure that the highest level of service is provided to customers.
- Monitored customer feedback, address complaints promptly, and implement strategies to enhance customer satisfaction and loyalty.
- Managed vendor and supplier relationships ensuring timely and quality delivery of products and services.
- Successfully managed and maintained control over fuel dips and delivery of diesel and petrol.
- Managed the procurement functions for Bonjour convenience store and Steers quick service restaurant.
- Implemented and enforced policies and procedures to maintain a safe and secure work environment for employees and customers.
- Managed payroll processes, responding to employee queries, and attending to disciplinary issues.
Operations Manager
1 Year 9 Months- Leading a team farm operations staff, champion the management and optimisation of farm activities, driving productivity and profitability, and ensuring the smooth and high-performance operations.
- Key outputs:
- Lead the execution of strategic plans to achieve farm objectives, including production targets, sales and revenue goals, and cost management.
- Monitored farming practices to maximise productivity, minimise costs, and ensure compliance with industry standards.
- Collaborated with the maintenance team to ensure proper functioning and availability of equipment for farm operations.
- Managed the maintenance, repair, and efficient utilization of farm equipment and machinery.
- Managed relationships with clients and negotiate favourable terms to optimise cost-effectiveness and maximise profitability.
- Built and maintained relationships with external stakeholders, including customers, suppliers to support the farm's operations and promote the farm's reputation.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
Debtor Management Analyst
1 Year 9 Months- Managing and analysing a portfolio of business clients and implement strategies to improve cash flow and reduce debt risk.
- Key outputs:
- Monitored and managed the debtor’s portfolio of our business clients, implementing effective debtors’ management strategies.
- Evaluated the creditworthiness of client’s debtors by conducting credit checks, reviewing financial statements, and analysing payment history to determine appropriate credit limits and terms to minimise credit risk.
- Implemented effective debt collection strategies while maintaining positive client relationships.
- Implemented strategies to expedite payment processes, reduce debtor days, and minimize outstanding debts.
- Generated regular reports on debtors' status, aging analysis, and collection performance.
- Provided insights and recommendations based on data analysis to senior management for decision-making and enhancing debtors’ management processes.
- Lead the vetting and credit check process and set credit limits on clients' debtors.
- Analysed debtor insurance limits, leading liaison with third party insurance companies and implement approved insurance on debtors.
- Researched and analysed business financial performance and preparing written credit applications for submission to credit departments.
- Collaborated closely with business clients and internal stakeholders, to address issues, resolve disputes, and maintain strong client relationships.
- Continuously evaluated and improved debtors’ management processes, systems, and policies to enhance efficiency, accuracy, and effectiveness. Identify automation opportunities and implement technological solutions to streamline debtors’ management activities.
- Ensured compliance with relevant financial regulations, credit policies, and debt collection laws.
- Improved operational efficiency by streamlining processes and implementing best practices in management analysis.
- Developed comprehensive reports, providing valuable insights into business performance and aiding in strategic planning efforts.
- Served as a subject matter expert on management analysis principles, providing valuable counsel to stakeholders during critical business planning sessions.
- Provided expert guidance on best practices, resulting in improved overall organizational effectiveness.
Private Banking Analyst
1 Year 8 Months- In close collaboration with a Private Banker, strategically supported the proactive management of a portfolio of clients by providing analysis, research and sales and service fulfillment with the intent of identifying additional opportunities for new banking clients. Provided sales support efficiencies and services to ensure retention of clients within the portfolio, driving the achievement of sales targets in line with team targets and broader sales strategy.
- Key outputs:
- Lead liaison with clients to inform clients on bank products and services marketing solutions to existing and prospective clients, that drives and achieves the migration of clients to electronic platforms improving growth targets.
- Championed enhanced client engagement to maximise cross sell opportunities.
- Addressing and solving clients' banking issues.
- Adhered to relevant processes and compliance to legislative and audit requirements.
- Executed daily operations and transactions on clients' accounts, ensuring adherence to the KYC policy.
- Successfully captured Forex payment and order instructions on behalf of clients within systems
- Spearheaded the processing of new loans inclusive of applications, credit approval and submission.
- Prepared non-advice client documentation and facilities or securities documentation for client signature.
- Supported senior analysts in the preparation of high-quality reports for presentation to executive leadership teams.
- Assisted management in meeting regulatory requirements by conducting periodic audits and ensuring compliance with established policies.
Service Desk Analyst
1 Year 5 Months- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
Discovery Insure Sales Agent
6 MonthsJunior Relationship Manager
5 Years 8 MonthsClient Service Consultant
1 Year 1 MonthInbound Consultant
Education
BA - Communications and Media Studies, Psychology
Skills
Meticulous attention to detail
Strong interpersonal
administrative and organizational skill
Work effectively both as team member and individually
Effective communication skills
Excellent time management skills
Effective supervising and training abilities
High degree of professionalism
Excellent skills in content writing and press releases
Excellent customer service
Ability to manage client relations and expectations
Skilled in dispute resolution
Able to use social media platforms (e.g FB
LinkedIn
X
Telegram..)
Skilled in records organisation and management
Well versed in procurement and supplier monitoring
Windows 07/XP and Microsoft Office
Experience in hiring and onboarding
Driving - Code B - Diving Licence
Leadership and team building
Problem resolution
Operations management
Team player
Customer relations
Relationship building
Staff management
Team leadership
Certification
- Certificate, Banking | University of South Africa
- Certificate, Diplomatic Practice, Protocol and Public Relations | Zambia Institute of Diplomacy and International Studies
References
Available on request.
Timeline
General Manager
Poly Service Station Proprietary Limited
02.2021 - 11.2022Read More
Operations Manager
Nyaluwanga Farms
03.2020 - 12.2021Read More
Debtor Management Analyst
First National Bank
12.2017 - 09.2019Read More
Private Banking Analyst
RMB Private Bank
03.2016 - 11.2017Read More
Service Desk Analyst
ABSA
09.2014 - 02.2016Read More
Discovery Insure Sales Agent
Blue Mercury Financial Services
11.2013 - 05.2014Read More
Inbound Consultant
First National Bank
11.2008 - 02.2006Read More
Junior Relationship Manager
RMB Private Bank
03.2008 - 11.2013Read More
Client Service Consultant
RMB Private Bank
02.2007 - 03.2008Read More
Monash South Africa
BA from Communications and Media Studies, Psychology
Read More