Royce Mwafulilwa Sakala

• I assist and advise all key stakeholders of the business on all facets of commercial operations to ensure the smooth running of the commercial department within the I H S Zambia operation and my role here includes:
• Develop and maintain customer relationships to ensure target Lease Up Rates are met
• Oversee that client's contracts are being correctly managed and monitored
• Ensure prices include escalations and all contract terms are correctly managed and monitored
• Keep tab of all competitive threats through compilation of weekly market intelligence reports
• Be the point of contact for all escalations to the commercial department
• Be the principal custodian of all commercial databases of client's contracts and technical Information
• Coordinate all Site Order Requests with the Technical and Operations Department
• Coordinate all the Invoicing and attend to Internal and external queries
• Update the Site Tracker (Billing Tracker) Reconciliation Database
• Liaise with the different internal teams on Third Party account management
• Tracking sales and maintaining client relationships
• Development of value-added products to add to the organization's commercial product portfolio
• Act as the Link between Internal and External clients and the Commercial Directors Office
• Compiling weekly reports for the Commercial Department
• Attend to any other duties as might be assigned by the Commercial Director

My role here included:

· Enhanced executive productivity by managing calendar, scheduling appointments, and organizing travel arrangements.

· Managed day-to-day office operations ensuring a professional and efficient working environment for the Managing Director and the team.

· Gathered necessary documentation for meetings by liaising with internal team members or external partners effectively.

· Supported the Managing Director in decision-making processes by researching topics and providing relevant information.

· Organized high-level events such as conferences and company retreats to foster teamwork and collaboration.

· Maintained a well-organized filing system allowing easy access to important documents when needed.

· Managed correspondence on behalf of the Managing Director, drafting professional emails and letters to clients, vendors, and other stakeholders.

· Coordinated travel logistics including flight bookings, accommodations and transportation ensuring seamless trips for the Managing Director.

· Provided regular updates on ongoing projects keeping the Managing Director well-informed about progress and potential challenges.

· Used discretion when handling confidential information.

Airtel Premier is a department that handles high-valued customers on a one-on-one basis, and my role here included:value customers and ensuring their satisfaction. Key responsibilities included:

· Customer Base Management: Oversaw a base of approximately 2,176 high-value customers.

· Customer Engagement: Conducted visitations and regular care calls to foster long-term relationships.

· Partner Recruitment & Management: Identified and managed strategic partnerships to enhance customer experience.

· Reporting: Prepared monthly reports on the Average Revenue Per User (ARPU) and other performance metrics.

· Churn Management: Developed and implemented strategies to minimize customer churn.

· Event Coordination: Organized annual trade fairs and commercial shows, ensuring successful representation and engagement.

· Complaint Resolution: Managed and resolved customer complaints promptly to maintain satisfaction.

· Administrative Support: Facilitated the administrative requirements of the sales function and ensured timely action on client instructions.

· Database Management: Maintained an up-to-date database of clients and their contact details.

Team Leadership

· Managed a team of three (3) receptionists, ensuring operational efficiency.

· Identified team training and development needs, providing appropriate solutions.

Relief Management

· Served as Relief Manager for the Airtel Premier Department.

· Provided relief support as a Personal Assistant to the Managing Director and other Directors.

Operational Excellence

· Ensured a green audit assessment within my area of operation.

· Managed customer portfolios, including account openings for individual post-paid customers.

· Oversaw the management of bills and statements for customers.

Expatriate Services

· Processed visa applications and collections for all Airtel expatriates.

Oracle Requisitioning

· Handled Oracle requisitions to support procurement and operational needs.

· Enhanced customer satisfaction by streamlining communication channels and improving response times.

· Developed innovative solutions to complex problems, resulting in improved organizational performance.

· Assisted in employee appraisals, promotions and terminations based on performance reviews.Visa applications and collection for all Airtel expatriate

• Oracle requisitioning

· Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.

· Confirmed appointments, communicated with clients, and updated client records.

· Answered phone promptly and directed incoming calls to correct offices.

· Kept reception area clean and neat to give visitors positive first impression.

· Resolved customer problems and complaints.

· Handled cash transactions and maintained sales and payments records accurately.

· Responded to inquiries from callers seeking information.

· Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.

· Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.

· Handled sensitive information with discretion while maintaining strict confidentiality standards.

· Managed multiple tasks and met time-sensitive deadlines.

• Resolve customer queries and meet their expectations

· Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.

· Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.

· Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.

· Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.

· Boosted client retention rates by providing exceptional customer service and building rapport with callers.

· Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.

· Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

· Utilized CRM software to track customer interactions, ensuring timely follow-up on outstanding issues.

· Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

· Adhered to company policies and scripts to consistently achieve call-time and quality standards.