KALULUMA MWAPE
Lusaka
Summary
Motivational sales leader and organizational problem-solver with advanced supervisory, team building and customer service skills. I have over 16 years sales experience in the banking, Mobile money, Telecom and FinTech sectors, of which 7 have been in management.
Experienced in stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
16
16
years of professional experience
Work History
Chief Operations Officer(COO)/Country Manager - Zambia
Payecards Payment Zambia /Payecards Global
Lusaka
07.2023 - Current
- Determined marketing strategies by reviewing operating and financial statements and departmental sales records.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Conducted quality, timely performance feedback and performance appraisals.
- Created training modules and documentation to train staff.
- Created and managed budgets for travel, training and teambuilding activities.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Established and managed yearly budgets of up to $100,000.
- Created monthly reports for senior management summarizing operational performance metrics.
Head - Business Development and Logistics
Bridgeport commodities
Lusaka
02.2022 - 06.2023
- Delivered products to customer locations on time.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Planned and completed group projects, working smoothly with others.
- Completed day-to-day duties accurately and efficiently.
- Modified existing software systems to enhance performance and add new features.
- Identified needs of customers promptly and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Achieved cost-savings by developing functional solutions to problems.
Head - Sales
Suma Systems
Lusaka
01.2020 - 01.2021
- Managed budgeting processes related to sales operations, including forecasting future revenue streams.
- Delegated work to staff, setting priorities and goals.
- Collaborated with leadership teams across departments on initiatives that impacted overall organizational goals.
- Researched industry trends and consumer preferences to inform product development efforts.
- Identified potential new markets and developed strategic plans for expansion into those markets.
- Created and maintained sales environment to support business objectives.
- Supported sales team members to drive growth and development.
- Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
- Motivated sales professionals by delivering positive reinforcement and constructive feedback.
Sales Account Manager-Zambia
DPO Group
Livingstone
04.2018 - 12.2020
- Managed Over 150 Accounts,that included the likes of Lusaka Securities Exchange (LuSE),Tongabezi Lodge, Livingstone Adventures to mention but a few.
- Enhanced sales staff accomplishments and competence by planning delivery of solutions; answering technical and procedural questions for less experienced team members; teaching improved processes; mentoring team members
- Serviced existing accounts, obtains orders, and establishes new accounts by planning and organizing daily work schedule to call on existing
- Kept management informed by submitting activity and results reports, such as daily call reports, weekly work plans, and monthly and annual territory analyses
- Monitored competition by gathering current marketplace information on pricing, products, new products, delivery schedules, merchandising techniques, etc
- Recommended changes in products, service, and policy by evaluating results and competitive developments
- Resolved customer complaints by investigating problems; developing solutions; preparing reports; making recommendations to management
- Recommended online payments to customers based on needs and interests, resulting increased sales revenue.
- Maintained professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies
- Provides historical records by maintaining records on area and customer sales.
- Used change methodologies to increase sales and led projects for increased productivity.
- Completed on average 20 daily outbound calls generating consistent month sales.
- Conducted market research and reported on competitors.
- Established 60 new accounts in only 18 months through successful client development.
- Developed and implemented sales strategies that resulted in increased revenue.
Sales Promotions Manager
Kapesika Mobile Communications(Airtel money aggregator)
Lusaka
03.2016 - 04.2018
- Formulated sales strategy using BTL activities
- Led a team of over 30 agents and brand ambassadors
- Researching clients and markets; Liaising with clients, other agency staff
- Developing ideas for promotional marketing campaigns; briefing of staff, such as creative teams and production departments; attending meetings and sharing ideas at brainstorming sessions, reporting back details of discussions; writing and proofreading promotional marketing copy; monitoring the progress of work and producing status reports; compiling budgets and costing supplies and projects; preparing and checking invoices and bills; maintaining information on projects and clients;
- Offered coupons and other incentives to increase sales.
- Promoted [Type] event through various social media and email channels to inform people and encourage attendance.
- Conducted research into customer preferences and buying habits to identify areas of improvement.
- Met with sales and design departments to determine project road maps and create unique products to drive profitability and champion brand.
- Supported sales team members to drive growth and development.
- Coached, developed and motivated team to achieve revenue goals.
- Analyzed market trends to develop effective promotional plans.
Assistant Revenue and Logistics Manager
Kapesika Mobile Communications(Airtel money aggregators)
Lusaka
01.2016 - 03.2016
- Performed needs analysis to determine performance gaps and developed appropriate tactics to resolve issues.
- Implemented cost-saving measures such as route optimization for shipments.
- Coordinated and monitored inbound and outgoing deliveries, keeping abreast of delays and other issues.
- Developed strong rapport through effective client needs assessment and commitment to top satisfaction levels.
- Relayed information between drivers and recipients regarding ETA and potential delays.
- Implemented ordering, tracking and billing systems and associated processes to streamline procedures.
- Organized distribution networks including trucking fleets, warehouses, and third-party vendors.
- Maintained relationships with key stakeholders like customers, suppliers, distributors.
- Managed budget with company leadership, analyzing previous purchases and forecasting future requirements.
- Managed day-to-day logistics operations, monitoring incoming deliveries and overseeing collection Money from the agents from the drivers.
Relationship Manager
Kapesika Mobile Communications(Airtel money Aggregator)
Lusaka
11.2015 - 12.2015
- Managed over 200 Airtel money Agents in Lusaka
- Analyzed competitors and market trends to facilitate business growth.
- Developed processes for tracking key performance indicators such as customer retention rates and overall satisfaction scores.
- Developed strategic plan for client relationships, proactively consulting with senior individuals and anticipating needs.
- Created and updated financial reports on frequent basis to present information to leadership teams.
- Addressed inquiries from clients and department team members.
- Evaluated customer feedback to identify areas of improvement in products or services offered.
- Developed and maintained strong relationships with clients to ensure satisfaction and loyalty.
- Conducted comprehensive relationship reviews to understand and develop solutions for client needs, partnering with specialists to resolve specific issues.
- Drafted sales sales management reports identifying clients at risk and analyzing quality of service and implementation of new strategies.
- Maintained accurate records of all client interactions within the company's CRM system.
- Created marketing materials and presentations for prospective clients.
Chief Operations Officer COO
Kainos Media
Lusaka
06.2013 - 11.2015
- Increased company revenue by ZMW 900,000 within first year.
- Evaluated existing operations systems to identify opportunities for improvement or streamlining.
- Fostered collaboration and development of new practices by business leaders.
- Maintained productive relationships and communication channels across organization.
- Developed highly effective working relationships with other departments by being positive and constructive leader.
- Oversaw technological improvements, successfully reducing waste and eliminating business bottlenecks.
- Executed on-time, under-budget project management to adhere to project road map.
- Spearheaded business initiatives securing multiple multi-year contracts.
- Reviewed, analyzed and interpreted financial statements.
- Developed long-range plans for business growth, resulting in 20% increase in annual sales.
- Brought in more than ZMW100,000 in new business each quarter.
Team Lead
MTN Zambia
Lusaka
01.2013 - 05.2013
- Managed 20 agents in my team
- To achieve individual as well as team sales targets
- Accomplish sales and organization mission by completing related results as needed
- Develop team agents towards meeting individual & management team targets
- To adhere to professional standards of behaviour & conduct in dealings with customers, teams members and fellow colleagues
- To proactively identify opportunities for improvements
- Maintain approved headcount at all times.
Advanced Help desk agent (AHD)
MTN Zambia
Lusaka
11.2012 - 12.2012
- Handle queries that the call centre agents are not able to
- Obtain client information by making telephone calls to customers that had called in the call centre with a problem
- Verifying information
- Handle queries that come through the customer care email address
- Resolve all pending customer care queries
- Update job knowledge by studying new product descriptions; participating in educational opportunities
- Accomplish sales and organization mission by completing related results as needed.
Call Centre Agent
MTN Zambia
Lusaka
10.2010 - 09.2012
- To achieve individual as well as team sales targets
- Accomplish sales and organization mission by completing related results as needed
- To develop team agents towards meeting individual & management team targets
- To adhere to professional standards of behaviour & conduct in dealings with customers, teams members and fellow colleagues
- To proactively identify opportunities for improvements
- Maintain approved headcount at all times.
Sales Consultant
TWAM Management A
Lusaka
07.2008 - 02.2010
- Achieve individual sales targets
- Market and Sale the company’s products
- Assist with customer care queries
- Identify areas of improvement and assist with product and service making process
- Generate new business for the company.
Sales Executive
Barclays Bank Zambia
Lusaka
10.2007 - 06.2008
- Assist to sell various health insurance products for organization and ensure optimal level of customer services through various sales calls on telephone
- Administer and ensure compliance to all sale objectives
- Manage selling of various products in professional manner
- Monitor all customer queries and ensure timely response to all issues
- Coordinate with customers and provide various company plans and services and detail quote for all required information
- Maintain and update knowledge on all company products and services
- Maintain knowledge on all competitor products and services and analyze all advantages and disadvantages for various products
- Ensure optimal utilization of all sales tools and resources
- Documents and maintain all records of sales activities and provide updates as per requirement
- Manage various documents for all sales sources efficiently.
Education
Professional Diploma in Marketing (CIM) -
National Institute of Public Administration
01.2012
School Certificate -
Arakan High School
01.2004
MBA - Finance
London School of International Business
LondonSkills
- Proficiency in all areas of Microsoft Office, including Access, Excel, Word and PowerPoint
- Excellent communication skills, both written and verbal
- CRM, Salesforce
- Strategic Planning
- Performance Management
- Financial Management
- Contract Management
- Marketing
- Operations Management
- Business Development
- Customer Relationship Management (CRM)
- Sales Management
- Team Leadership
- Cross-Functional Team Management
Phone Numbers
- Mobile, 979075797
- Mobile, 0963410333
References
- Ms.Precious Mwewa, DPO Group, Country Manager, Lusaka, +260978657109
- Mr. Niven Mache, MTN ZAMBIA, Team Lead, Lusaka, +260966220113
- Halis, Payecards, CEO, Ankra, +260977603632
Training
- Sales Account Acquisition Training, DPO Group Kenya, 04/2018
- Direct Sales Training, Barclays Bank Zambia, 10/2007
- Customer service training, MTN Zambia, 10/2010
Timeline
Chief Operations Officer(COO)/Country Manager - Zambia
Payecards Payment Zambia /Payecards Global
07.2023 - Current
Head - Business Development and Logistics
Bridgeport commodities
02.2022 - 06.2023
Head - Sales
Suma Systems
01.2020 - 01.2021
Sales Account Manager-Zambia
DPO Group
04.2018 - 12.2020
Sales Promotions Manager
Kapesika Mobile Communications(Airtel money aggregator)
03.2016 - 04.2018
Assistant Revenue and Logistics Manager
Kapesika Mobile Communications(Airtel money aggregators)
01.2016 - 03.2016
Relationship Manager
Kapesika Mobile Communications(Airtel money Aggregator)
11.2015 - 12.2015
Chief Operations Officer COO
Kainos Media
06.2013 - 11.2015
Team Lead
MTN Zambia
01.2013 - 05.2013
Advanced Help desk agent (AHD)
MTN Zambia
11.2012 - 12.2012
Call Centre Agent
MTN Zambia
10.2010 - 09.2012
Sales Consultant
TWAM Management A
07.2008 - 02.2010
Sales Executive
Barclays Bank Zambia
10.2007 - 06.2008
Professional Diploma in Marketing (CIM) -
National Institute of Public Administration
School Certificate -
Arakan High School
MBA - Finance
London School of International Business
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