Musekwa Siloka

With 8+ years of experience in customer-focused IT and telecommunications, I consistently deliver innovative support and solutions across diverse industries. My expertise lies in fostering high-impact client relationships with government bodies, international organizations, diplomatic missions, and large enterprises. Throughout my career, I am recognized for empathetic leadership, cultural adaptability, and unwavering commitment to customer satisfaction. Proven track record of effectively managing teams, optimizing processes, and scaling operations to meet organizational goals. Strong skills in driving customer satisfaction metrics like Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) to industry-leading levels.

• Client Retention, Preserved multimillion-dollar contracts by restoring trust and service reliability for key global accounts, including The United Nations agencies, embassies, and international development organizations, earning a formal recommendation from MTN Group HQ.
• Recognition, Honored with the Customer Centricity Award (2019/2020) for exemplary service delivery and customer satisfaction.
• Governance Leadership, Representing MTN Zambia at governance and service review meetings with critical customers like UNICEF, ensuring contract compliance, operational alignment, and customer satisfaction.
• High-Level Relationships, Successfully managed relationships with diverse clients, including high commissions, government ministries, NGOs, and corporate enterprises, ensuring tailored support and alignment with their unique needs.
• Process Improvement, Spearheaded initiatives that reduced incident resolution times by 30% and improved SLA compliance across all accounts.
• Strategic Advocacy, Delivered insights and solutions that strengthened MTN's reputation and secured continued partnerships with critical customers like the World Bank, British Council, and banking institutions.
• Team Leadership, Enhanced team productivity and morale by implementing mentorship programs and fostering a culture of continuous learning.

• Anita Mwale, Service Delivery Manager, Enterprise Business Unit, MTN Zambia, Anita.Mwale@mtn.com, +260 966220498
• Jude Moraes, Multinational Project Manager - Southern Africa, Huawei Technologies LTD, Moraes.Jude@huawei.com, +260 962220120