Given Kunda
CUSTOMER SERVICES AND SALES
COPPERBELT
Overview
19
19
years of professional experience
Work History
Account Sales Executive –Field Sales Executive(Northern Region)
DHL Express, DHL International Zambia Limited
02.2024 - Current
- Develop and maintain good relationships with customers and provide a high service quality level.
- Develop and maintain good relationship with customers and provide a high service quality level.
- Resolved customers' complaints and escalated to head of customer service.
- Managed and developed portfolio of prospects and existing customers, recognizing and meeting customer needs through relationship building.
- Establish customer agreements and ensure the review on a regular basis of customer prices as per pricing guidelines, and propose discount agreements to the Sales Manager for approval.
- Establish customer agreements and ensure the review on regular basis of customer prices as per pricing guidelines, and propose discount agreements to the Sales Manager for approval.
Account Sales Executive – Telesales (Customer Relationship & Business Acquisition)
DHL Express, DHL International Zambia Limited
09.2017 - 02.2024
- Develop and maintain good relationships with customers and provide a high service quality level.
- Own the business development of the assigned customers and ensure the customers get enough support and value for money spent.
- Usage of the available Sales Tools and CRM to study and understand customers trends and record daily activities and manage customer portfolio.
- Develop and implement personal sales plan and call cycle to identify and gain new business along with expanding existing customers growth to meet agreed sales target.
- Collaborate with Ground operation at service centre to ensure that customers get the required service.
- Managed and developed a portfolio of prospects and existing customers, recognizing and meeting customer needs effectively.
- Exploit all new opportunities from existing and potential customers (prospects), and establish actionable sales plans to ensure DHL's highest penetration in assigned territory.
- Develop and implement personal sales plans and call cycles to identify and gain new business along with expanding existing customers' growth to meet agreed sales targets.
- Collaborate with Ground operation at service centre to ensure that relationship customer get the required service.
- Coordinate with other departments for specific customer requirements and support.
- Led initiatives to enhance customer satisfaction by delivering best-in-class service standards, fostering competitive advantage.
Lead Qualification / Multi Channel Executive
DHL Express, DHL International Zambia Limited
06.2015 - 08.2017
- Ensure the smooth execution of lead qualification & prospecting of potential new business and turn them to customers.
- Developed strategy for sourcing quality leads, increasing conversion potential across all sales channels.
- Identify and promote areas with potential for revenue generation to cross sell and upsell optional services.
- Managed pool of low billing/lost customers, implementing strategies to elevate them to higher sales channels.
- Proactively inform multi-channel customers of shipment delays and potential service failures.
- Pro-active shipment tracking for all Multi Channel Customers to win them back and turn them to constant shipping customers again.
- Identified and promoted revenue generation opportunities to effectively cross-sell and upsell optional services.
Service Point Advisor
DHL Express, DHL International Zambia Limited
06.2012 - 05.2015
- Manage / Support walk in customers at the DHL Service Points to process and send shipments on the DHL network.
- Initiated shipment incident tracing for undelivered, returned, misrouted, delayed, lost, and damaged shipments, ensuring timely resolution through customer service referrals.
- Confidently and knowledgably handle customer complaints whilst maintaining composure and take all possible actions to resolve issues (without over committing) to the customers full satisfaction.
- Handle customer’s objections in a professional manner to reinstall the customer’s faith in DHL and avoid escalation and claims.
- Respond to customer enquiries regarding information on price as well as customs requirements and refer all issues to customs clearance desk.
- Confidently and knowledgably handle customer complaints whilst maintaining composure and take all possible actions to resolve issues (without over committing) to the customer's full satisfaction.
- Respond to customer enquiries regarding information on price as well as customs requirement and refer all issues to customs clearance desk.
- Handled overflow calls from the customer service team.
- Work with the Service Point Manager to identify new partners and open up new partners across the country and onboard them properly.
- Trained new employees of DHL Express Retail Partners and provided ongoing support to address operational challenges.
Administrative Assistant – Customer Operations & Support
Falconburg Business Enterprise, Zambia
01.2011 - 05.2012
- Managed office administrative issues, communicating updates to Administrative Manager.
- Manage the front desk/reception and ensure all is clean and in order to serve customers daily.
- Coordinated with Project Accountant to ensure timely release of project documentation for customer support.
- Manage all expense disbursement and follow up so all expenses are retired promptly and accurately.
- Support the Head Resources Administrator with interviews and recruitment of new employees as well as their vetting process.
- Oversaw expense disbursement and ensured timely and accurate retirement of all expenses.
Teller / Bank Clerk – Operations (Part Time)
Finance Bank, Zambia – Now Atlas Mara Bank Zambia
10.2009 - 12.2010
- Managed issuance of bank tellers to customers, enhancing overall customer experience.
- Supported head of operations and team leads in maintaining smooth daily bank operations.
- Collaborated with fraud department team twice weekly to review issued tellers, mitigating fraud risk to customers.
Cashier – Service Station Operations (Part Time)
Wimpey Service Station, Makishi, Zambia
05.2007 - 09.2008
- Managed cash/cheque payments at Service Station and completed daily reports for remittance.
- Manage all invoicing on a daily basis and ensure all invoices are recorded properly and a copy recorded at the service station for audit purposes.
- Work with Station Manager to manage the Service Station cash flow process and ensure all cash is approved properly according to the company policy.
Education
BBA - Business Administration
CAVENDISH UNIVERSITY
LUSAKA 04.2001 -
GRADE 12-EXAMINATION COUNCIL OF ZAMBIA -
ST. MARY'S SECONDARY SCHOOL-LUSAKA
LUSAKA 04.2001 -
CUSTOMER SERVICE -
SAYLOR UNIVERSITY
ONLINE 04.2001 -
INTRODUCTION TO SALES -
SAYLOR UNIVERSITY
ONLINE 04.2001 -
PROFESSIONAL WRITING -
SAYLOR UNIVERSITY
ONLINE 04.2001 -
Skills
Lead prospecting
Sales funnel management
Client relationship management
Business development and planning
Professional networking
Business networking
Relationship building
Customer service
Interests
Travelling, Meeting People, Football and New Cultures
Timeline
Account Sales Executive –Field Sales Executive(Northern Region)
DHL Express, DHL International Zambia Limited
02.2024 - Current
Account Sales Executive – Telesales (Customer Relationship & Business Acquisition)
DHL Express, DHL International Zambia Limited
09.2017 - 02.2024
Lead Qualification / Multi Channel Executive
DHL Express, DHL International Zambia Limited
06.2015 - 08.2017
Service Point Advisor
DHL Express, DHL International Zambia Limited
06.2012 - 05.2015
Administrative Assistant – Customer Operations & Support
Falconburg Business Enterprise, Zambia
01.2011 - 05.2012
Teller / Bank Clerk – Operations (Part Time)
Finance Bank, Zambia – Now Atlas Mara Bank Zambia
10.2009 - 12.2010
Cashier – Service Station Operations (Part Time)
Wimpey Service Station, Makishi, Zambia
05.2007 - 09.2008
BBA - Business Administration
CAVENDISH UNIVERSITY
04.2001 -
GRADE 12-EXAMINATION COUNCIL OF ZAMBIA -
ST. MARY'S SECONDARY SCHOOL-LUSAKA
04.2001 -
CUSTOMER SERVICE -
SAYLOR UNIVERSITY
04.2001 -
INTRODUCTION TO SALES -
SAYLOR UNIVERSITY
04.2001 -
PROFESSIONAL WRITING -
SAYLOR UNIVERSITY
04.2001 -
Awards, Achievements & Recognition
DHL Express – Zambia – Queen of Sales, 2020 (Best Sales Person Award), DHL Express – Global Sales Champions Club (SCC) 2020 – (Best Sales Executive from Sub Saharan Africa (TSE))