Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

ESTELLE WONGANI MSETEKA

Lusaka

Summary


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.

Overview

16
16
years of professional experience
1
1
Certification

Work History

General Manager

Poly Service Station Proprietary Limited
02.2021 - 11.2022
  • 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

Nyaluwanga Farms
03.2020 - 12.2021
  • 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

First National Bank
12.2017 - 09.2019
  • 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

RMB Private Bank
03.2016 - 11.2017
  • 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

ABSA
09.2014 - 02.2016
  • 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

Blue Mercury Financial Services
11.2013 - 05.2014

Junior Relationship Manager

RMB Private Bank
03.2008 - 11.2013

Client Service Consultant

RMB Private Bank
02.2007 - 03.2008

Inbound Consultant

First National Bank
11.2008 - 02.2006

Education

BA - Communications and Media Studies, Psychology

Monash South Africa

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 (eg 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 - 11.2022

Operations Manager

Nyaluwanga Farms
03.2020 - 12.2021

Debtor Management Analyst

First National Bank
12.2017 - 09.2019

Private Banking Analyst

RMB Private Bank
03.2016 - 11.2017

Service Desk Analyst

ABSA
09.2014 - 02.2016

Discovery Insure Sales Agent

Blue Mercury Financial Services
11.2013 - 05.2014

Inbound Consultant

First National Bank
11.2008 - 02.2006

Junior Relationship Manager

RMB Private Bank
03.2008 - 11.2013

Client Service Consultant

RMB Private Bank
02.2007 - 03.2008

BA - Communications and Media Studies, Psychology

Monash South Africa

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