Milimo Mwanakasale

           

SUMMARY CONTACT

I am a highly motivated and hardworking individual, who is open to Milimomwanakasale88@gmail.c

diversity and equipped with impeccable customer service and skills. om
260978981729
Experience Siwuluka Lodge, M8 Road
Airtel Networks Zambia PLC – Customer Center Team Lead (Kabompo Kabompo
Branch)
08/2022 - Current
SKILLS
 Handled over 30 plus customer escalations daily and delegated daily
tasks to team members while optimizing team performance and  CRM system application
enforcing productivity through regular morning briefs and meetings
 Customer service
 Fostered positive employee relationships through communication,  sales
training, team alignment, and development coaching  Records/File management
 Ensured a systematic and timely inventory stock assurance with zero  Budgeting and scheduling
tolerance to stock variance skills
 Employee coaching
 Liaised with channel partners, distributors and Territorial Sales
personnel to facilitate a smooth channel distribution thereby bringing  Report generation
the recharge card voucher revenue to K16000 from K2000 in three  Microsoft Office expertise
months  Payment processing

 Prioritized GSM sales to bring up the branch footfall and organized  Cross-functional collaboration
incoming work orders and optimized resources to handle dynamic
demand
EDUCATION AND
 Collaborated with management to implement new work procedures and TRAINING
policies and to coordinate operations and activities within and between
departments Bachelor of Economics
(Honours)
 Helped mitigate and form a framework to resolve customer challenges University of Namibia
by analyzing situations and implementing immediate and appropriate 04/2015
solutions ensuring a 100% first time resolution on all queries
General Certificate of
Education
 11/2006
Airtel Networks Zambia PLC - Customer Center Representative Languages
(Kitwe)
English: First Language
07/2018 – 07/2022
Tonga: B2
 Handled over 100 outbound calls and an additional 30 plus walk in
customers daily including all other areas of responsibility
Upper Intermediate
 Managed customer e-wallet accounts KYC registration, activation, and
over all on boarding of over 1000 social welfare and FISP beneficiaries Bemba: B2
 Utilized selling strategies and collaborated with NGO’s and
government officers to ensure new GSM registrations to maximize Upper Intermediate
sales revenues and meet sales targets Nyanja: B2

SANLAM Life Insurance Company Limited - Sales Agent Upper Intermediate

Lusaka • 04/2018 - 07/2018

 Generated business leads from private individuals and civil servants

CERTIFICATIONS
 Assessed client eligibility through appropriate vetting and KYC
compliance.  Sales certificate, Innovate
 Handled confidential details such as household health details, and General Insurance - [2016]
salary slips  Certificate of Service
 Escalated customer queries and complaints to immediate supervisor on Leadership (YALI)-[2021]
policy claims and made follow ups on premium claim payments.

Innovate General Insurance Company Livingstone - Sales/consultant

Team Lead
06/2016 - 05/2017

 Coached and supervised a team of 4 sales agents.

 Generated leads and sold motor insurance policy notes.
 Escalated customer queries and customer policy claims to management.
 Remitted cash sales through mobile money and bank transfers.
 Compiled daily and monthly sales reports.
 Assisted client's with insurance claims process
 Introduced new business leads and 36 plus new clients to the
Livingstone branch client portfolio.
REFEREES:

Farai Mhende
Territorial Sales Manager Mufulira-Airtel Networks Zambia
Cell: +260 978 981 873
Email: farai.mhende@zm.airtel.com

Mark Kabangwe
Territorial Sales Manager-Airtel Networks Zambia
Cell: +260 978 980 863
Email: mark.kabangwe@zm.airtel.com

Anita Ndjovu
Senior Business Development Associate/Manager Innovate General Insurance Company
Cell: +260 977 584 763
Email: anita.njobvu@innovate-grp.com