Milimo Mwanakasale

12214 Woodlands Extension,

Lusaka

July 17, 2023.

Dear Human Resource Manager,

RE: APPLICATION FOR JOB AS CALL CENTER AGENT

I write with excitement to respond to your job post on gozambiajobs.com for the position of ‘Call Center Agent’. I
have confidence that with my experience and competence I will be a valuable resource to your team.

I am a holder of a Bachelor of Economics Degree from the University of Namibia. I bring with me in addition, a
wealth of experience in sales and customer service having long served in the customer experience department at
Airtel Networks Zambial Plc. I have become adept with call center operations and the use of tools such as Jaber and
‘Avaya’ for tele-marketing campaigns and will handle large customer volumes with ease. I have also been exposed to
loan processing procedures and requirements having handled customer queries for loan platforms and corporate
registrations for FISP, CDF loan applicants and social welfare beneficiaries to name a few.
Moreover, in my last assignment, I handled over 2000 successful outbound calls to ensure that customer KYC for
NAPSA partial retirement withdraw applicants was correctly aligned. I am willing to go over and beyond in
achieving set goals and will not hesitate to demonstrate my determination to succeed and perform to the best of my
abilities.
Should you find my application suitable for this role, I will be reachable on the contacts provided in my curriculum
vitae and will appreciate your invitation to be interviewed.
I thank you in advance for your time and consideration.

Yours Faithfully,

Milimo Mwanakasale
Milimo Mwanakasale
(260)978981729/976586009
Milimomwanakasale88@gmail.com
12214 Woodlands Extension
Lusaka, Zambia

SUMMARY

An adaptable and dependable people manager with broad-based experience in leading strategies that increase sales
revenue and profitability. Analytical, decisive thinker with the ability to gain the trust and cooperation of staff,
negotiate cost-effective vendor agreements and grow revenue through strong client relations and operations
management activities.

SKILLS

 Leadership skills  Loan processing  Budgeting and scheduling skills

 Customer Service  Cross-functional collaboration  Coaching Skills
 Call Center Operations  Payment processing  Report generation

EDUCATION

Graduated April 2014 Bachelor of Economics (Honours), University of Namibia

Graduated November 2006 General Certificate of Education, Lake Road PTA

EXPERIENCE

July 2022 – Present Team Lead/Branch Manager, Airtel Networks Zambia PLC-Kabompo

 Handled over 30 plus customer escalations daily and delegated

daily tasks to team members while optimizing team performance
 Enforced productivity through regular morning briefs and meetings
 Fostered positive employee relationships through communication,
training, team alignment, and coaching
 Ensured a systematic and timely inventory stock assurance with
zero tolerance to stock variance
 Prioritized and organized incoming work orders and optimized
resources to handle dynamic demand
 Liaised with channel partners, distributors and Territorial Sales
personnel to facilitate a smooth channel distribution thereby
bringing the recharge card voucher revenue to K16000 from K2000
in three months
 Collaborated with management to implement new work procedures
and policies and to coordinate operations and activities within and
between departments
 Helped mitigate and form a framework to resolve customer
challenges by analyzing situations and implementing immediate
and appropriate solutions ensuring a 100% first time resolution on
all queries
July 2018 – July 2022 Customer Centre Representative, Airtel Networks Zambia PLC-Kitwe

 Handled over 100 outbound calls and an additional 30 plus walk in

customers daily
 Managed customer e-wallet KYC registration, activation, and over
all on boarding of over 1000 social welfare and FISP beneficiaries
 Handled cash transactions and made detailed records of each
transaction
 Utilized selling strategies and collaborated with NGO’s and
 government officers to ensure new GSM registrations to maximize
 sales revenues and meet sales targets
 Applied strict policy to KYC and AML and other company
compliance guidelines

October 2017 – June 2018 Sales Agent/Wealth Consultant, SANLAM Life Insurance Company Limited-
Lusaka

 Generated business leads from private individuals and civil servants

 Assessed client eligibility through appropriate vetting and KYC due
diligence.
 Handled confidential details such as household, health details, and
pay slips
 Escalated customer queries and complaints to manager on policy
claims and made follow ups on premium claim payments
 Recorded and remitted cash sales and prepared sales summary
reports

June 2016 – May 2017 Sales/consultant, Innovate General Insurance Company Livingstone

 Successfully trained and coached 4 recruits

 Generated business leads
 Escalated customer queries to management
 Remitted cash sales through mobile money and bank transfers
 Prepared and compiled daily, weekly and monthly cash sales
reports
 Assisted in underwriting claim process
 Engaged new business leads

November 2014 – March 2016 Stores Supervisor, Mercury Lines Limited

 Inventory control and periodic warehouse stock audits

 Supervised all warehouse works and processed payments of staff
salaries
 Processed purchase orders material requisitions
 Made inventory and material cost entries into Sage pastel
 Assisted in making bill payments and prepared petty cash for
stationery
REFEREES:

1. Francis Mulumba
Talent Aqcuisition Lead (Human Resource)
Airtel Networks Zambia
Cell: +260 978 981 458
Email: francis.mulumba@zm.airtel.com

2. Farai Mhende
Territorial Sales Manager-Luanshya
Airtel Networks Zambia
Tel: +260 977 584 763
farai.mhende@zm.airtel.com

3. Annita Njobvu
Senior Business Development Associate/Manager

Innovate General Insurance Company

Tel: +260 977 584 763

Email: anita.njobvu@innovate-grp.com