Mwilu Kaputula
Summary
A results-oriented professional with over six years of experience in customer success and onboarding. Strong communication and interpersonal skills enable me to facilitate impactful training sessions and deliver exceptional customer experiences. I'm dedicated to guiding customers through their onboarding journey to ensure early value realization from SaaS products, fostering long-term success and satisfaction.
Overview
7
7
years of professional experience
Work History
Regional Service Centre Coordinator
Engie Energy Access
Lusaka
02.2023 - Current
- Leading a team to enhance customer onboarding experiences by developing and implementing customer training programs, achieving a 90% satisfaction score from new customer assessments.
- Collaborated with product and customer success teams to streamline onboarding practices, identifying potential risks and proactively addressing them to improve adoption rates.
- Delivered monthly online training sessions to enhance team skills, achieving a measurable increase in team performance metrics.
- Collaborated with Product, Sales, and Operations teams to streamline customer issue resolution processes, improving customer satisfaction scores by 20%.
- Managed key administrative operations, including software troubleshooting and inventory control, enhancing overall operational efficiency.
- Managing landlord lease agreements by ensuring their validity and compliance to organisational standards. I helped to mitigate potential legal and financial risks. I always ensured that rentals were paid in time to the landlords.
- Conducting thorough performance evaluations for team members, providing data-driven recommendations to HR for contract renewals and promotions for team members consistently exceeding key performance indicators (KPIs).
- Effectively addressed and resolved issues escalated by team members, providing timely solutions and support, resulting in 80% of issue resolution.
- Supporting the HR department with new recruitments of team members by sitting in interview and by placing the selected members to their duty stations.
Service Centre Officer
Engie Energy Access - Nchelenge and Mazabuka
07.2018 - 02.2023
- Provided high-quality customer service, resolving complex inquiries and achieving a 90% customer satisfaction score.
- Streamlined the customer onboarding process, ensuring accurate data entry and clear communication of product features, leading to improved onboarding experiences.
- Conducted product field tests, gathering and analyzing feedback that contributed to service improvements and better product offerings.
- Managed customer credit portfolios and ensured catch ups are made at every engagement
- Resolved customer requests, questions, and complaints while frequently analyzing situations to determine the best use of resources.
- Diagnosed technical issues with customer units and accessories, and supported with after-sales service process.
- Provided accurate product information to customers.
- Supervise and monitor the disbursement of inventory in your Service Centre.
- Maintained up-to-date and accurate inventory records for Stock audits.
- Provided regular reports on sales, support, inventory, and customer data handling and management.
- Did reverse logistics on items that were brought back by customers. These are sent to the warehouse.
- Ensured customers had a great end-to-end customer experience.
- Collected data on customer feedback and satisfaction
- Escalated any unresolved issues or questions to your supervisor/manager.
- Managed the administrative matters of the Service Center.
- Performed ad hoc duties as and when required by the manager or head of department.
Education
Bachelor's Degree - Adult Education
University of Zambia
01.2016
School Certificate - O' level -
David Kaunda High National School
01.2006
Skills
- Onboarding experiences
- Customer satisfaction
- Collaboration skills
- Product Teams
- Customer risk mitigation
- Team Training
- Integration processes
- Team Management
Key Skills And Abilities
- Experienced in delivering tailored onboarding experiences using tools like Hubspot and Intercom to enhance customer satisfaction.
- Strong collaboration skills with Customer Success Managers and Product Teams to identify and mitigate customer risks early.
- Proficient in creating and optimizing onboarding flows to streamline customer training and integration processes.
Capacity Building
- Monitoring and Evaluation, University of Zambia Business and Economics Association (UNZABECA)
- Statistical Packaging for Social Sciences (SPSS), University of Zambia Political and Administration Studies Association (UNZAPASA)
- Customer Service Training, Client Care Solutions, 2023
- Administration of Discipline and Grievance Handling Procedures, Zambia Federation of Employers, 2023
References
- Mrs. Chisenga N. Lungu, Quality Assurance Analyst, ABSA Bank Zambia, chisenga.nachivula@absa.africa, 0955337597
- Mr. Francis Anikonda Banda, Multi-Skilled Consultant, First National Bank, fbanikonda@gmail.com, 0976634792
- Ms. Lexina Mukuka, Regional Sales Manager-Western Province, Engie Energy Access, lexina.mukuka@engie.com, 09776205744
Timeline
Regional Service Centre Coordinator
Engie Energy Access
02.2023 - Current
Service Centre Officer
Engie Energy Access - Nchelenge and Mazabuka
07.2018 - 02.2023
Bachelor's Degree - Adult Education
University of Zambia
School Certificate - O' level -
David Kaunda High National School
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