JACOB SILWIMBA
Lusaka
Summary
Dynamic professional with a proven track record at MTN Zambia, specializing in customer engagement and sales growth. Demonstrated expertise in Microsoft Word and collaboration has led to significant improvements in customer satisfaction and operational efficiency. Recognized for navigating high-stress situations with a detail-oriented, service-focused approach that drives achievements in fast-paced environments. Aiming to leverage these skills to further enhance organizational performance and client relations.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Service Station Attendant
Engen Metropolitan & Engen Fit And Go Makeni
02.2018 - 12.2023
- Filled vehicle fuel tanks based on customer specifications.
- Checked and maintained vehicle tire pressure and fluid levels and performed basic vehicle checks.
- Offered customers information about local roads, highways, and related services.
- Processed credit/debit card and cash transactions efficiently, issuing receipts and providing accurate change.
- Provided fuel information to customers and answered questions regarding products or services.
- Followed safety procedures in compliance with OSHA regulations when handling hazardous materials.
- Delivered satisfactory resolutions to customer concerns.
Call Centre Agent
MTN Zambia
02.2014 - 11.2015
- Responded to customer inquiries via calls and emails, ensuring prompt resolution.
- Identified and escalated critical issues to supervisors for quick resolution.
- Provided detailed product and service information to customers, enhancing their experience.
- Developed effective working relationships with team members across multiple departments.
- Stayed current on relevant product and service offerings as well as competitor pricing models.
- Handled complaints efficiently to improve customer experience.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
Sim Sales Representative
MTN Zambia
Lusaka, Zambia
12.2013 - 02.2014
- Achieved and exceeded sales goals, contributing to the company's growth
- Negotiated contracts with prospective clients to secure profitable deals
- Prepared and presented weekly and monthly sales reports
- Engaged with clients and potential customers to assess needs and promote products
- Provided detailed information on products, prices, and availability, ensuring customer satisfaction
- Managed client payments, including obtaining deposits and balancing accounts
- Analyzed customer feedback to improve products and services.
Sales Manager
The C1 Corner Shop
Lusaka, Zambia
01.2012 - 11.2013
- Managed budgets and financial records to ensure operational efficiency
- Handled customer queries and complaints, providing excellent customer service
- Oversaw pricing and stock control to maximize profitability
- Designed and implemented strategic sales plans to expand the customer base and enhance market presence
- Created and presented monthly reports to management on sales performance.
- Enhanced sales volume through skilled support to both new and inactive customers.
- Directed and coordinated products, services and sales activities.
Education
Certificate - HSSE
Makeni Service Station
10-2023
Grade Twelve ECZ Certificate -
The Kamwala Secondary School
01.2011
Skills
- Proficient in Microsoft Word
- Computer Software Troubleshooting
- Collaborative Teamwork Abilities
- Resilient Performance During High-Stress Situations
- Physical Fitness Proficiency
- Strong mental aptitude
Nationalregistrationcard
255099/10/1
Personal Information
- Date of Birth: 05/04/92
- Gender: Male
- Nationality: Zambian
Skillsattributes
Proficient in Microsoft Word, Excel, and general computer software repair., Computer literate with a strong understanding of hardware and software troubleshooting., Well-spoken, polite, and courteous with strong interpersonal skills., Capable of effectively communicating with clients, customers, and team members., Self-motivated and able to work efficiently under pressure, both independently and within a team., A quick learner with strong physical and mental aptitude., Excellent problem-solving abilities and attention to detail.
Certification
- Cerificate of competence in HSSE
References
- Mr. Wilfred Banda, Station Coordinator, Engen Service Station Metropolitan, +260 975640022
- Mr. Chigabwa Evaristo, Quality Marshall, Engen Fit and Go Makeni, +260 977118846
- Mr. Richard Mwale, Supervisor, China Home Choice, +260 973901868
Timeline
Service Station Attendant
Engen Metropolitan & Engen Fit And Go Makeni
02.2018 - 12.2023
Call Centre Agent
MTN Zambia
02.2014 - 11.2015
Sim Sales Representative
MTN Zambia
12.2013 - 02.2014
Sales Manager
The C1 Corner Shop
01.2012 - 11.2013
- Cerificate of competence in HSSE
Certificate - HSSE
Makeni Service Station
Grade Twelve ECZ Certificate -
The Kamwala Secondary School
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