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Ian Mumba

Business Desk Manager

Am looking for a new challenge in my career that gives me an opportunity that gives me an opportunity to grow as well as use my gained experience in a new environment.

Work Experience

  • 2018 - 2020
    Multichoice Zambia Limited
    Business Desk Manager
    - Recruiting new payment vendors
    - Providing assurance to the business at Corporate office in South Africa on the potential viability of the new vendors being recruited
    - Managing relationships with payment partners.
    - Identifying, analyzing, and initiating the escalation process based on the escalation criteria specified by Multichoice Zambia
    - System changes management and implementation.
    - Document, agree and implemented crisis and problem management processes and procedures for Multichoice Zambia.
    - Document, agreed and implemented incident management processes and procedures for Zambia.
    - Co-ordinate and manage severity one calls for Multichoice Zambia.
    - Linking the escalation task with incident problem records, identifying suitable service provider contacts, and finding the appropriate customer management services qualified for the task.
    - Monitor all Multichoice applications within the MCZ operating environment.
    - Publish weekly outstanding Country Issue list with updates to Management.
    - Conduct weekly country system performance reviews and ensuring issues are resolved
    - Manage all impact analysis requirements including impact of changes in collaboration with other functional teams both at corporate and in-country.
    - Management of business processes and ensure good implementation
    - Assist with in country vendor integration.
    - Generate Weekly/ Monthly/ Quarterly roadmap of planned initiatives and process changes.
    - Ensure that, through lessons learnt and controls implemented reoccurrence of business-critical incidents are minimal
  • 2017 - 2018
    Multichoice Zambia Limited
    Business Desk Supervisor
    - Ensure all system functionality for the whole organization is performing according to set standards.
    - Maintain all in-country outstanding SD/Burning country list
    - System and Query Support for all agents, Branches and call Centre.
    - MAnaging escalations for MultiChoice Zambia Limited.
    - Ensuring customer satisfaction at all times by resolving queries.
    - Coach Service Desk team as scheduled to maintain high productivity levels.
    - Provide support for new system deployment testing
    - Maintain relationships with relevant stakeholders
    - Complete daily , weekly and monthly reports
  • 2013 - 2017
    Multichoice Zambia Limited
    GOtv Operations Supervisor
    - Coordinate the operational readiness based on the roll out plans of new GOtv sites.
    - Communication and dissemination of GOtv information to Operations staff.
    - Submit consolidated stock balances weekly report - for all branches - to Operations and GOtv Manager.
    - Investigate and Assist with roll out of alternative payment methods.
    - Ensure the deployment of initiatives and projects.
    - Investigate and assist with the deployment of self-help service.
    - Ensure GOtv support staffing levels are adequate at all time.
    - Monitoring of quality assurance standards in GOtv territories.
    - Ensure all branches have adequate GOtv stock
    - Maintain a clean data base for GOtv subscribers
  • 2008 - 2013
    Multichoice Zambia Limited
    Customer Service Representative
    - Information dissemination to customers concerning MultiChoice Zambia products and services.
    - Stock control and making sure stock is balancing, available on both daily and monthly basis.
    - Assists customers effectively by solving customer disputes billing, technical and general customer queries over the counter.
    - Individual and commercial sales.

Education

  • 2017 - 2019
    University of Lusaka
    Masters of Project Management - Pending Dissertation Submission
  • 2014 - 2017
    University Of Lusaka
    Bachelor of Business Administration

Skills

  • Good Team Player
  • Excellent face to face, written and telephone communicator.
  • Works with Minimum supervision

Hobbies

  • Sports
  • Book Reading
  • Meeting new people

Personal Details

  • Sex: Male
  • Marital Status: Married
  • Religion: Christianity
  • Nationality: Zambian
  • Date of Birth: 14.02.1986

References

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