Mwanja Rosemary Mwango
Digital Technology Specialist
Kitwe,Copperbelt
Summary
Dynamic Digital Technology Specialist with proven success at Barloworld Equipment Zambia, driving technology transformation and enhancing customer satisfaction through consultative selling and effective contract management. Skilled in data analytics and communication, I have streamlined processes and mentored teams, significantly improving operational efficiency and client engagement.
Overview
7
7
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Digital Technology Specialist
Barloworld Equipment Zambia
03.2022 - Current
- Drive Technology Transformation Strategy for Zambia.
- Provide condition monitoring services to our customers with recommendations to reduce downtime on equipment.
- Provide site assessment services for Technology products.
- Propose technical and commercial proposals on Technology.
- Manage all Technology contracts and ensure compliance and renewals.
- Sensitize and grow customer and internal utilization on Digital tools such as VisionLink, MineStar and e-commerce platform.
- Drive the Caterpillar Digital Excellence Program in Zambia.
- Mentor junior team members in best practices for technology use, fostering a culture of continuous learning and improvement.
- Streamline internal processes through automation, reducing manual workload for staff members.
- Administer networks by creating user accounts and managing permissions.
- Implement effective change management strategies to facilitate smooth adoption of new systems and processes among users.
- Improve customer satisfaction by providing timely and effective technology support.
- Provided technical support to our clients in Mining, Energy and Transportation and Construction industries.
- Deliver high-quality presentations showcasing key technological advancements that contributed significantly towards business growth.
- Play an instrumental role in streamlining communication channels between different departments through efficient utilization of collaboration tools.
- Optimize system performance through routine maintenance tasks and proactive issue resolution.
- Provide exceptional customer service by troubleshooting technical issues promptly and accurately resolving problems.
- Log updates on support tickets to communicate status to users and managers.
- Develop comprehensive training materials to educate employees on new technology tools and applications.
Technical Service Representative
Barloworld Equipment Zambia
03.2020 - 02.2022
- Utilized Sales Funnel Management to track and. grow revenue at Sentinel and Kascco converting leads to opportunities.
- Supervised machine assemblies and commissioning of CAT equipment models 6020B, 777E and 395.
- Conducted inspections on machines and provided detailed technical report to customers.
- Assisted customers to do Demand Planning forecasting on components to improve parts availability.
- Applied maintenance strategies on CAT equipment to ensure customer reliability.
- Submitted commercial and technical proposals to customers.
- Documented support interactions for future reference using CAT Product Support portal.
- Followed up with customers to verify optimal customer satisfaction following support engagement and problem resolution.
- Participated in ongoing professional development opportunities to stay current on industry trends and best practices for providing top-notch technical support.
- Implemented remote support tools that expedited issue resolution while minimizing downtime for clients.
- Streamlined communication between the technical team and clients, ensuring seamless service delivery.
- Championed process improvements that led to increased efficiency and effectiveness within the technical support department.
- Assisted in product development by identifying and addressing recurring customer concerns.
- Used consultative sales approach to understand and meet customer needs.
- Provided technical and engineering information to third-party technical support personnel during collaborative projects.
Graduate Management Trainee
Barloworld Equipment Zambia
03.2018 - 03.2020
- Deployed connectivity project successfully leading to creation of Technology team that I now manage at head office.
- Collaborated with teams to optimize workflow and achieve objectives.
- Assisted in reduction of labor rates for clients after completing competitor analysis in order to retain service business.
- Provided customer trainings on Technology products.
- Strengthened interpersonal skills through active participation in team meetings, brainstorming sessions, and problem-solving activities.
- Modernized and improved operational procedures to increase productivity and profitability while tightly controlling costs.
Education
Bachelor of Electrical Power Engineering - Automation And Controls
Kazan National Research Technological University
Kazan, Russia 04.2001 -
High School Diploma -
Ibenga Girls Secondary School
Luanshya 04.2001 -
Primary Certificate -
Nkana Trust School
Kitwe, Zambia 04.2001 -
Skills
Consultative Selling
Contract Management
Time management
Communication skills
Presentation skills
Organizational skills
Computer literate
E-commerce and digital platforms
Data analytics proficiency
Technical support experience
Equipment management
Hardware maintenance
Teamwork and collaboration
Problem-solving
Customer account management
Accomplishments
2025: Young Women Lead Participant for cohort 2
2024: Awarded Best Service/ Technology Person at prestigious Barloworld Brand Champion Awards.
2021: Awarded Young Women in Mining from Bainetu -Women in Mining.
Certification
Service Management Certificate at Rutgers University School of Business
Languages
English
Bilingual or Proficient (C2)
Russian
Advanced (C1)
Timeline
Service Management Certificate at Rutgers University School of Business
01-2023
Digital Technology Specialist
Barloworld Equipment Zambia
03.2022 - Current
CAT 6020B Technical Training
10-2021
Technical Service Representative
Barloworld Equipment Zambia
03.2020 - 02.2022
Graduate Management Trainee
Barloworld Equipment Zambia
03.2018 - 03.2020
Bachelor of Electrical Power Engineering - Automation And Controls
Kazan National Research Technological University
04.2001 -
High School Diploma -
Ibenga Girls Secondary School
04.2001 -
Primary Certificate -
Nkana Trust School
04.2001 -