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Work Background
Association of Change Management Professionals (ACMP Global)Volunteer
Jun. 2024Harare, Harare, ZimbabweThe Digital Learning and Collaboration Committee plays a valuable role in reviewing and selecting the education for ACMP webinars and engaging members in ACMP Connect.
Association of Change Management Professionals (ACMP Global)Facilitator
Feb. 2024-Facilitation of the intersection of change management and customer experience.
-Guiding group discussions and activities towards achieving specific goals towards change and customer experience.
- Creating a supportive and inclusive environment where all participants feel heard and valued. - Managing the flow of conversation, ensuring that discussions stay on track and objectives are met. - Encourage participation from all members, drawing out diverse perspectives and ideas. - Mediating conflicts that may arise and helping the group reach consensus or make decisions. - Facilitating collaboration, creativity, and effective problem-solving within the group.
ConsultBTMManaging Consultant
Nov. 2023Harare, Harare, ZimbabweTransformation Services Expertise: Leading comprehensive initiatives aimed at overhauling organizational structures, processes, and technologies to achieve strategic goals and adapt to evolving market dynamics. This includes strategic planning, change management, digital transformation, and cultural shifts. Change Management Leadership: Providing professional assistance and support to organizations during periods of significant change. Strategic Planning and Implementation: Developing comprehensive change management plans, defining objectives, identifying key stakeholders, and outlining steps and activities required for successful change implementation. This involves stakeholder engagement, effective communication planning, training and development programs, and change launch activities. Change Implementation and Support: Whether onsite or offsite, overseeing the implementation of change initiatives, providing coaching, support, and guidance to leaders and employees. Sustaining Change and Continuous Improvement: Assisting organizations in embedding changes into their culture and operations, providing ongoing support, reinforcement activities, and continuous improvement efforts. Client Collaboration and Solution Delivery: Collaborating closely with clients to understand their unique challenges, requirements, and objectives in a bid to co-create solutions that meet client-specific needs, positioning me as a trusted advisor and supportive partner throughout the change journey. Review and Analysis: Conducting regular reviews of progress and analyzing results to ensure that change initiatives are on track and delivering desired outcomes, by reviewing key performance indicators, identifying areas for improvement, and making recommendations for further enhancements. Coaching and Training: Developing and delivering tailor-made material for coaching and training within the client environment.
cimas medical aid societyHead Digital Transformation
Jan. 2021 - Oct. 2023Harare, ZimbabweTransformed the client experience by harnessing the power of digital technologies through the development of innovative strategies, processes, and ecommerce concepts which were in line with Cimas Strategic Intent.
Lead the change management efforts of the digital business transformation projects.
Full life-cycle Change Management experience including stakeholder engagement, impact assessment, communications, training, and support transition planning.
Established trusted relationships with and articulated messages to a range of stakeholders.
Conducted internal and external research to understand trends and issues on various strategic digital issues
Investigated and recommended the range of opportunities technology could offer to transform healthcare services
Formulated digital processes and procedures through interpretation of guidelines, rules and policies into clearly written operational guidelines and procedure manuals. Reviewed market intelligence reports and surveys and developed business opinions for inclusion into the strategic approach
Harnessed digital customer experience technologies in ensuring improvement in customer experience to increase customer satisfaction and Net Promoter Score
cimas medical aid societyChief of Staff To Chief Executive Officer
Jul. 2019 - Dec. 2020HarareSupported the office of the CEO, and work to ensure that the CEO receives the highest level of operational and strategic support possible.
Researched, prioritized and followed up on incoming issues and concerns addressed to the CEO, including those of a confidential and sensitive nature.
Created, at times from research and inception, professional business presentations on behalf of the CEO.
Completed critical aspects of deliverables and special assignments by establishing objectives; determining priorities; managing time; gaining cooperation of others; monitoring progress; problem solving; and adjusting plans.
Conducted research, assembled and analyzed data to prepare reports and documents.
Managed the flow of information in the CEO’s office.
Maintained confidentiality of all documents received and sent out from the CEOs office.
Interacted closely with all internal staff, management and senior staff and externally including board members, key clients, government and senior business leaders.
Conducted research and gathered information required by the CEO.
Prepared presentations, reports and documents according to standard guidelines.
Glenrise InvestmentsOperations Manager
Dec. 2017 - Jun. 2019NgeziCo-ordinated, led and managed operations working towards agreed performance and production targets.
Set strategic direction of business processes, developed continuous improvement initiatives and improved procedures in an economical manner.
Ensured overall legal compliance throughout the business to protect both the company and employees.
Promoted and led a culture of safety consciousness and environmental awareness.
Created and maintained a high performance culture through the optimization of people, processes, systems and technology.
Explored diversification opportunities as the commercial arm of Ngezi Platinum Stars (N.P.S) Football Club.
Identified possible new venture trend ideas by researching industry and related events, publications, and announcements.
Located and proposed potential business deals by contacting potential partners; discovering and exploring opportunities in order to build current portfolio.
Screened potential business ideas by analyzing market strategies leads.
Econet Wireless ZimbabweOperations Manager - ECommerce
May. 2016 - Nov. 2017BorrowdaleContinually innovated and improved business model and all business processes as well as identified improvement in efficiencies across the business. Ensured developed products promote customer retention through minimum product churn or maximum consistency in terms of customer participation.
Co-ordinated User Acceptance Testing (UAT) of new products, services and enhancements and signs off before deployment to production.
• Developed new products to market by analyzing proposed product requirements and product development programs; preparing return-on-investment analyses.
• Coordinates rapid, smooth, and successfully iterative product launches while managing specialists in Technical, product, design, and marketing
• Defined key financial and solution performance indicators and implement measurement, analytics, and reporting methods
• Developed product definitions, core positioning and messaging for the product suite
• Identified gaps and constraints in achieving the planned objectives and recommends initiatives to cover the gaps.
• Consolidated performance against set targets guided by KPIs and metrics.
• Maped partner distribution across different territories and targeted marketing plan for corporates or customers across all Mobility verticals
• Identified gaps to achieve set distribution benchmark
• Analysed key account performance per quarter as input for business review document
• Initiated and motivates reviews of trading terms when needed to ensure customer retention through loyalty programmes.
• Determined customers' needs and desires by specifying the research needed to obtain market information
• Recommended the nature and scope of present and future product lines by reviewing product specifications and requirements; appraising new product ideas and/or product or packaging changes.
• Determined strategic procedures and processes for E-Commerce to improve on business operation efficiency.
Econet Wireless ZimbabweCategory Sales Manager
Jun. 2015 - Apr. 2016Arundel Office ParkBusiness development in the E-Commerce field - Ownai.co.zw
Jobs Portfolio - online classifieds
Services Portfolio - online classifieds
Extracted and formulated category sales plan from the Ownai Country Manager’s plan.
Identified gaps and constraints in achieving the plan objectives and recommends policies, promotions and budgets to cover the gaps.
Communicated and agreed the plan with the corporate or customer to be engaged.
Initiated sales incentives and ensured segment & geographic activation plans are implemented.
Set corporate engagement terms to ensure business growth and reduce default risk.
New account acquisition
Account management and development
Market surveys and intelligence
Customer relationship management
Econet Wireless ZimbabweManagement Graduate Trainee
Nov. 2013 - May. 2015Borrowdale-Was responsible for report writing based on meeting minutes, as well as data extrapolation.
-Provided help and advice to customers using the organization's products or services.
-Communicated courteously with customers by telephone, email, and face to face.
-Handled customer complaints.
-Took part in the development of customer service procedures, policies and standards for the department.
Econet Wireless ZimbabweCustomer Service Representative
Apr. 2013 - Nov. 2013Graniteside-Identified customer needs and resolved queries within the expected turnaround time.
-Acted as the interface of the company and a brand representative.
-Escalated important issues that could not be solved immediately, to the relevant departments.
-Informed customers of promotions, product and other important material that may have been relevant to the customer’s needs. -Partook in the qualification of calls in order to be able to determine daily core drivers of the Contact Centre
Realtime BytesCorporate Sales Executive
Sep. 2012 - Mar. 2013Harare, Zimbabwe-Advertised and sold products and services of the company to current and prospective customers.
-Arranged status reports, for closings, follow-ups and adherence to goals, through drafting weekly and monthly plans.
-Identified new opportunities, for products and services.
-Made action plans and schedules to discover certain goals, as well as follow up on new leads and referrals stemming from field activity.
-Discovered new sales prospects, developed and maintained the relationships with the current customers and the potential customers as well.
-Made preparations or presentations, proposals and services contracts.
-Established and maintained materials to sales and knowledge of current products.
-Networked with potential clients so as to grow portfolio.
-Participated in training opportunities and professional related development.
-Assisted customers in selecting products, answering their questions about the products and about any other thing concerning the business.
-Reached monthly targets and increase sales.
-Created interest for buyers and purchasing agents in the company’s merchandise and services.
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