Mwale Madalitso Henry
Acting Team Lead
Lusaka
Summary
Dynamic professional with a proven track record across FMCG, government, and telecom sectors. Skilled at fostering strong partnerships with clients, colleagues, and vendors through effective communication and interpersonal expertise. Combines sharp business insight with outstanding leadership, management, and organizational abilities. Thrives in fast-paced environments, driven by passion and a commitment to excellence.
Overview
5
5
years of professional experience
15
15
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
Acting Lead
Liquid Intelligent Technologies
07.2024 - Current
Customer Experience
Liquid Intelligent Technologies Zambia
07.2020 - Current
- Responding promptly to customer queries via phone calls (Anywhere265 Web Agent), mails (Outlook) and social platforms. Additionally, report all incidences in Service Now ticketing system and escalate critical alerts when necessary.
- Reporting all incidences in Service Now ticketing system and escalate critical alerts when necessary.
- Retail Support - Trouble shooting and configuring retail circuits (LTE & Fibre) using Huawei U2000 equipment management system.
- Diagnosing and solving technical issues including email clients and internet connectivity (Handling of all social media accounts for Liquid via interacting with different clients).
- Customer retention such as resolving issues and assisting clients with company products and services.
- Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment while following up to ensure resolution.
- Further, prepare product or service reports by collecting and analyzing customer information.
- Retail customer retention, Market Research
Sales Executive
Liquid Telecom
01.2020 - 07.2020
- Successfully retaining current revenues through proactive engagement with existing clients in order to understand the challenges about our product that customer might be facing as well as Identifying solution cross-sell and up-sell opportunities
- Using in-depth product knowledge to assist clients in identifying and selecting products that suit their preferences and budget
- Maintaining good customer service decorum when tending clients to ensure their needs are identified and met accordingly
- Exceeding sales target by 30% through proactive strategic sales initiatives
- Utilizing excellent interpersonal skills when contacting prospective clients via telephone, email and face to face communication and increased B2B and B2C interface
Education
Bachelor of Arts - Library Information Science and Public Administration
The University of Zambia
Lusaka 04.2020 - 01.2024
Zendesk Customer Service Professional Certificate - undefined
School Leaver’s Certificate (GCE) - undefined
St Paul’s Secondary School
01.2000 - 01.2004
Grade Seven (7) Primary School Leaving Certificate - undefined
Lusaka Boys primary School
01.1992 - 01.1999
Skills
- Strong relationships and communication skills
- Self-motivated
- Problem solver
- Innovative thinker
- Well-organized
- Business acumen
- Leadership abilities
- Ability to withstand pressure
- Effective results
- Easily adjusts to environment
- Time management
- Website Designing
- Statistical Package for Social Scientists (SPSS)
- Microsoft Office Package
Interests
Swimming
Watching Soccer
Reading
Watching movies
Nrc Number
323336/16/1
Personal Information
- Date of Birth: 07/16/88
- Gender: Male
- Nationality: Zambian
- Marital Status: Married
- Religion: Christian
Personal Skills And Attributes
- Strong relationships and communication skills.
- Self-motivated and problem solver.
- Innovative thinker and well-organized.
- Business acumen and leadership abilities.
- Can withstand pressure and produce effective results.
- Easily adjusts to environment.
- Time management skill- able to meet deadlines within the given period with minimum supervision.
Certification
Zendesk Customer Service Professional Certificates - 4hrs 14Min
Timeline
The 10 Pillars of Customer Experience - 38 Minutes
04-2025
Customer Experience: 6 Essential Foundations For Lasting Loyalty - 50 Minutes
03-2025
Tackling Intense Customer Service Moments - 38 Minutes
08-2024
Acting Lead
Liquid Intelligent Technologies
07.2024 - Current
Zendesk Customer Service Professional Certificates - 4hrs 14Min
10-2023
Customer Experience
Liquid Intelligent Technologies Zambia
07.2020 - Current
Bachelor of Arts - Library Information Science and Public Administration
The University of Zambia
04.2020 - 01.2024
Sales Executive
Liquid Telecom
01.2020 - 07.2020
School Leaver’s Certificate (GCE) - undefined
St Paul’s Secondary School
01.2000 - 01.2004
Grade Seven (7) Primary School Leaving Certificate - undefined
Lusaka Boys primary School
01.1992 - 01.1999
Zendesk Customer Service Professional Certificate - undefined
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