Munyemvu John Mulangi
Lubala stage 2
Summary
Results-driven Operations Specialist and key account manager with a strong Project Manager perspective, dedicated to leveraging expertise in problem-solving, analytical thinking, and effective communication to enhance operational efficiency and elevate customer satisfaction. Demonstrated success in driving process improvements and optimizing team performance positions this professional as a valuable asset in any organization. Eager to further develop skills in project management, team leadership, and customer service excellence while contributing to a dynamic and collaborative environment. Committed to making a meaningful impact on business outcomes through strategic initiatives and innovative solutions.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Key Account Manager
Multichoice Zambia Limited
Lusaka, Zambia
04.2025 - Current
- Key Responsibilities:
- Ensure achievement of commercial sales target
- Implement sales plan within assigned territory
- Meet assigned sales quotas and cover designated targeted market segments
- Understand the business environment in which the company find itself and assist in collating marketing information where necessary that might be useful for strategic planning efforts
- Maintain awareness of sales activities in assigned territory
- Give feedback of competitors activities and change experienced
- Execution of marketing activities and initiatives
- Account Management
- Management /retention of commercial accounts
- Report on a weekly and monthly basis DStv business meeting on sales performance
- Proactively analyze customer need and make proposal to take build and maintain relationship with key players
- Follow up on all leads for existing customers and churned subscribers and monitor After-Sales
- Review number of rooms being billed for stay customers and upsell add on packages as to existing bouquet
- Strengthen high level communication and mutual trust
- Implement regular communication mechanisms
- Comms: Regular visits
- Dedicated AM for queries
- Email regular content updates
- Regular news on Technologies etc.
- Build key customer profile and contact details
- Build decision making hierarchy and responsibility mapping
- Maintain a database of DStv business customers
- Understand strategies and key pain points of key customers
- Identify growth opportunities within key accounts and present tailored solutions
- Contract management; sign-up and renewal of long-term contracts
- Grow Average Revenue per Account
- Drive in-market CVM activities, maximizing value extraction from the active base through effective upselling, prevention and win back
- Identify sales opportunities and effectively present key features and benefits of products to secure new business from the existing DStv business customers
- Maintain a database of commercial gain sales lead
- Identifying prospect and ensure adequate follow up to generate business opportunities
- Arrange markets with potential customers; challenge their objections to ensure their buy-in
- Build value proposition to aid in reconnecting customers
- Manage revenue growth on the portfolio
- Communication and coordination
- Collaborate with the internal teams, such as sales , marketing and CVM to ensure seamless delivery of products or services to key accounts
- Collaboration with relevant stakeholders on product knowledge updates and campaign alignment.
Business Desk Officer
Multichoice Zambia Limited
Lusaka, Zambia
02.2020 - 03.2025
- Key Responsibilities:
- Provided help desk support for various systems, applications, and devices through effective troubleshooting and assistance to a diverse customer base. Collected additional requirements and information to facilitate thorough investigation and resolution of incidents.
- Where incident cannot be resolved through first call resolution, log, Escalate and prioritization of system problems to relevant stakeholders
- Continue to track progress on the investigation and resolution of the incident, ensuring that service is provided within agreed SLA.
- Dissemination of information and continuous communication to all stakeholders throughout the process
- Escalate any deviation from process or SLA to relevant management team to address.
- Communication and dissemination of information
- Perform impact analysis on all incidents across multiple systems and applications.
- Liaise with all stakeholders impacted and keep them informed on the progress and resolution
- Perform detail analysis for all incidents assigned to the team to identify trends and escalate to management to address root causes.
- Perform standby function on a rotational basis.
- Ensure all RFS's, escalations, requirements, bugs are logged and followed up on weekly
- Query Management
- Investigate and rectify issues related to payment systems, optimizing efficiency and accuracy.
- Act as the primary representative for the Zambia operations team in business systems projects and strategic forums
- Managed ongoing vendor relationships, delivering feedback on requirements and progress to ensure smooth project execution
- Perform comprehensive UAT and post-production testing to ensure successful integration of payment vendors into the platform.
- Foster strong stakeholder relationships by providing regular updates on project status, addressing issues, and communicating new enhancements
- Coordinate and produce regular reports on the performance of payment systems and self-service platforms, ensuring timely updates on system health
- Contribute to the successful transition from current to future-state systems by supporting change management initiatives
- Collaborate in the creation of test cases and actively participate in testing activities to verify that developed solutions meet business requirements
- Identify and escalate critical system issues to appropriate stakeholders, ensuring timely resolution and prioritization
- Monitor and track the progress of incident investigations and resolutions, ensuring that services are delivered within the agreed Service Level Agreements (SLA).
- Ensure continuous communication and timely dissemination of information to all stakeholders throughout the process.
Customer Service Representative
Multichoice Zambia Limited
Kitwe, Zambia
09.2014 - 02.2020
- Key Responsibilities:
- Onboarding of DStv and GOtv Subscribers
- Activation of DStv and GOtv services
- Customer Retention.
- Receive and receipt Customer Subscription payments.
- Stock Management
- Drive Digital Uptake
- Prepare and Share with stakeholders daily branch activity reports
- Conduct Sale of MCZ Products and Services
- Resolve escalated Customer Queries
- Drive uptake on Installer Eco System.
- Upsell of VAS i.e. APPs, ShowMax
ATM Custodian
Armaguard Security Limited
Lusaka, Zambia
02.2010 - 06.2011
- Key Responsibilities:
- Manage off site ATMs i.e. Woodlands, North-mead, Arcades, Manda Hill, Stalilo.
- Reconciliation of ATM accounts
- Respond to ATM calls with SLA
- Perform first line maintenance of ATMs
- Cash management
- Replace ATM consumables
- Ensured that, ATM custodians and supply chain were supported on time so as to migrate impact on operations in terms of disruptions.
Stock Controller
Amigo Foods Limited
Lusaka, Zambia
02.2006 - 07.2009
- Key Responsibilities:
- Manage warehouse stock
- Receive raw materials
- Dispatch manufactured products to Sales Depot
- Issue stock material to production sections
- Update BIN Cards
- Supervise shop floor general workers during production
- Monitor production line parameters and report any deviations to management and follow up on resolution of issue.
Education
Production Management
Evelyn Hone College of Applied Arts And Commerce
12-2006
Associate of Applied Science - Production Management
Evelyn Hone College of Applied Arts And Commerce
12-2006
Skills
- Analytical
- Communication
- Responsive
- Leadership Project
- Management
- Problem Solving
- Collaboration
- Negotiation
- Teamwork
- Relationship Management
- Project Management
Interests
Exercise to keep fit, Learning to advance my knowledge
Affiliations
- Occupational Health and Safety Committee - Multichoice Zambia
- Member
Certification
- Class C Driver’s License
- Fire Mashal
Half Marathon seasonal runner
I enjoy an evening solo run. ABSA Marathon_2024, ABSA Marathon_2025(10km run), UNSDG-Run_2023(10km run).
Languages
English
Professional Working
Timeline
Key Account Manager
Multichoice Zambia Limited
04.2025 - Current
Business Desk Officer
Multichoice Zambia Limited
02.2020 - 03.2025
Customer Service Representative
Multichoice Zambia Limited
09.2014 - 02.2020
ATM Custodian
Armaguard Security Limited
02.2010 - 06.2011
Stock Controller
Amigo Foods Limited
02.2006 - 07.2009
Production Management
Evelyn Hone College of Applied Arts And Commerce
Associate of Applied Science - Production Management
Evelyn Hone College of Applied Arts And Commerce