Summary
Overview
Work History
Education
Skills
Languages
Core Competencies
Timeline
Generic

MZELU ZAHARA MALONGO

Summary

Strategic and results-driven professional with over 10 years of experience in customer operations, logistics, procurement, and commercial management across agriculture and logistics sectors. Proven track record in supply chain optimization, stakeholder engagement, contract negotiation, and market development. Currently leading customer operations across Tanzania and Rwanda at Yara, with a strong understanding of global trade, sourcing, and sustainability.

Overview

12
12
years of professional experience

Work History

Customer Service Manager – Tanzania & Rwanda

YARA TANZANIA LTD
01.2022 - Current
  • Lead end-to-end customer experience across the value chain, integrating digital and cultural transformation initiatives.
  • Oversaw setup and management of regional contact centers, improving complaint resolution time and reducing complaints by 30%.
  • Collaborated with commercial and agronomy teams on product launches and market development.
  • Managed in-market storage shops and logistics coordination across Tanzania and Rwanda.
  • Achieved 95% customer retention rate and improved NPS by 21% through strategic service enhancements.
  • Developed and managed annual budgets for customer operations and activities.
  • Commercial Secondment (Sales & Market Development)

Commercial Secondment

YARA TANZANIA LTD
01.2021 - 01.2021
  • Conducted distributor and agro-dealer visits to drive sales and strengthen relationships.
  • Supported business development through lead conversion, farm visits, and stakeholder engagement.
  • Participated in exhibitions and field demos to promote Yara's solutions and gather market insights.

Client Operations Manager

Bolloré Transport & Logistics
01.2016 - 01.2019
  • Managed freight forwarding operations, including sourcing and negotiating with transport providers.
  • Developed SOPs and SLAs to streamline cargo handling and reduce operational costs.
  • Coordinated with customs, ports, and regulatory bodies to ensure compliance and timely delivery.
  • Oversaw warehousing, clearing, and transportation for local and transit clients.

Direct Sales Executive

MAERSK LINE
01.2014 - 01.2016
  • Managed key accounts and developed customer value propositions to grow market share.
  • Conducted direct and telesales, prepared proposals, and negotiated contracts.
  • Promoted digital adoption (Ecom) and improved vessel utilization through proactive cargo planning.
  • Built internal networks across East Africa to resolve customer issues and enhance service delivery.

Education

MBA - Finance

University of Edinburgh
07.2025

Bachelor of Commerce - undefined

University of Dar es Salaam
01.2012

Skills

  • Microsoft Excel (Advanced)
  • ERP & CRM Systems
  • Data Analysis & Reporting Tools

Languages

English (Fluent)
Swahili (Native)

Core Competencies

  • Sourcing & Procurement
  • Contract Negotiation & Supplier Management
  • Supply Chain & Logistics Optimization
  • Commercial Strategy & Market Intelligence
  • Stakeholder Engagement & Relationship Building
  • Budgeting & Cost Control
  • Data Analysis & Reporting (Advanced Excel)
  • Cross-Cultural Communication

Timeline

Customer Service Manager – Tanzania & Rwanda

YARA TANZANIA LTD
01.2022 - Current

Commercial Secondment

YARA TANZANIA LTD
01.2021 - 01.2021

Client Operations Manager

Bolloré Transport & Logistics
01.2016 - 01.2019

Direct Sales Executive

MAERSK LINE
01.2014 - 01.2016

Bachelor of Commerce - undefined

University of Dar es Salaam

MBA - Finance

University of Edinburgh

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MZELU ZAHARA MALONGO