Marystella Swai
Dar es Salaam
Summary
I am a zealous, initiative-taking Sales and Customer Relationship Leader with over eleven (11) years of experience in customer service, sales, retention, and account management within the Logistics, Telecommunications, and Media industries.
Within my roles' capacities, my proficiency was in customer service, direct sales, account management, successful customer retention, and managing over 1,000 corporate and multinational accounts/ customers in Tanzania which also included small businesses and home users.
Above all, I have a proven track record of successfully managing the customer’s experiences as well as surpassing the assigned sales targets whilst growing the customer base and profile. All whilst ensuring a high retention rate and excellent customer satisfaction for overall businesses.
Overview
20
20
years of professional experience
Work History
Key Account Manager
SEACOM TANZANIA LIMITED
Dar es Salaam
07.2024 - Current
- Responsible and accountable for building and managing key customer relationships to secure SEACOM's existing and future sales revenue with specific clients.
- Implement relationship strategy and coordination of SEACOM contacts with the client in alignment with the client relationship strategies.
- Engage, onboard, grow, and retain Enterprise Accounts.
- Responsible and accountable for deals, sales revenue, and profitability (net cash flow) and for achieving all performance targets.
- Deliver sales revenues and cash flow to the Enterprise Market (Private and Public Sector)
- Oversee the delivery of products/services sold to customers.
- Represent the company positively to all stakeholders in the region.
- Assist with the management of customer payments (Debtors days) as required.
HEAD, Customer Retention & Upselling
SimbaNET (T) LTD
Dar es Salaam
09.2020 - 06.2024
- Create customer base stickiness and hence reduce churn and burn by increasing the company's profit through upselling and offering different services that SimbaNET provides, which are relevant to the customer's business.
- Ensure customer satisfaction by proactively managing all customers' queries through engaging and coordinating all responsible departments.
- Increase the contribution of customers with lower ARPU in the company revenue to generate more.
- Team management, coaching, and direction to ensure all customers are serviced in a timely and required standard.
- Involve in quarterly/monthly business reviews for key accounts.
- Identify and remove barriers to the client's use of the service, and proactively seek ways to increase the customer's share of the wallet.
- Engage in sales and marketing management for the company.
- Assist in collecting the outstanding extended payments of the large paying customers, so they are within the credit period.
- Involved in selling and retaining the SME product of SimbaNET – POWERNET Product, which dealt more with B2C customers.
- In collaboration with Zuku, I reviewed and strategized several retention strategies for the B2C business in order to incorporate successful strategies from B2B.
- Part of the committee that worked on reviewing and implementing the Sales Performance & Retention Strategy Review, which was presented in 2021.
Client Service Manager
IPSOS Tanzania
Dar es Salaam
04.2019 - 08.2020
- Customers experience management for the clients at Ipsos.
- New business development for the company.
- Strategic development and implementation of key company objectives.
- Managing all critical KPIs - annual revenue target TZS 470 Mil, debt collections, and insightful presentation to customers.
- Team building and staff development for over 30 people.
- Engage in all sales and marketing management activities.
- Management of media research and monitoring analysis solutions.
Key Account Manager - Multinationals & Corporates
Vodacom Tanzania
Dar es Salaam
03.2016 - 07.2018
- Annual 40 strategic account acquisitions and delivery of profitable, long-term business.
- Lead planning and development of customer sales strategies.
- · Pipeline management (3x revenue target value) and ensuring data integrity in sales tool.
- Market analysis of clients' business and industry to explore new revenue opportunities.
- External and internal customer and stakeholder management from supporting functional departments - credit control, legal, M-Pesa business, network engineering, and customer support.
- Ensuring delivery of yearly new revenue target (TZS 1.3 Bil), including gross margin, cost to connect, ROI, and average revenue per user.
- Resolve disputed invoices and minimize bad debts by 100%.
Field Sales Manager
DHL Express Tanzania
Dar es Salaam
09.2014 - 02.2016
- Analyze and understand current customers' shipping requirements, and ensure continued revenue and volume growth.
- Build and maintain an effective business relationship with over 300 customers to ensure long-term business and revenue growth through sales visits, sorting out service issues, and maximizing market visibility.
- Acquire new business target of TZS 800 million annually through cross-selling and up-selling to the existing customer base, and acquisition of new customers.
- Develop and implement customer solutions for major accounts.
- · Coordinate with Commercial Manager for performance in Sales development within designated areas (I was allocated industrial zone).
- Liaise with Operations, Finance, Customer Services, Sales Support, and Marketing Staff to achieve the greatest customer satisfaction related to delivery times and handling services.
- Implement business and sales strategies to achieve business objectives.
- Maintain focus on price and value in a competitive market to ensure maximum yield.
Tele sales Executive
DHL Express Tanzania
Dar es Salaam
09.2012 - 08.2014
- Retention of 600 existing DHL customers by telephone within the Direct Sales Segment.
- New profitable customer account acquisition.
- Revenue retention and development through up-selling and cross-selling.
- Build a strong client relationship to ensure that the account performance growth.
- Reduce churn rate and minimize opportunities for competitors to gain business.
Sales Lead Qualifier
DHL Express Tanzania
Dar es Salaam
08.2008 - 07.2009
- Qualified marketing mail responses to pass leads to the appropriate sales resource.
- Qualify all suspects from internal sources (Courier, Customer services).
- Maximize all opportunities to secure new business by providing account facilities to customers through the lead qualification process.
- Prepare customer database to ensure customer information availability and visibility for the organization.
- Verifying the accuracy of sales commissions to lead generators.
Customer Service Agent
DHL Express Tanzania
Dar es Salaam
01.2005 - 08.2006
- Accept and process shipments, register bookings for walk-in customers.
- Offer alternatives to customers and seize up-selling and cross-selling opportunities of Value-Added Services (Sales Leads, Shipment Insurance) while interacting with customers.
- Worked as a switchboard operator, receiving and channeling all calls that come to the company to respective departments.
- Work in customer service call center, manage incoming calls from customer hotline, and provide quality service to local and overseas customers.
- Manage order booking and shipment tracking, as well as customer inquiries and complaints, and provide solutions.
- Enhance service experience in DHL by exercising professionalism and empathy when dealing with each customer's varying needs and demands.
- Adhere to global CS procedures while maintaining discretion to exercise flexibility to customers' needs within reasonable time limits.
Education
Bachelor of Business Administration - Procurement & Material Management -
Tumaini University - Iringa University College
Iringa, Tanzania09.2012
Ordinary Diploma in Sales & Marketing -
College of Business Education
Dar es Salaam, Tanzania09.2008
Ordinary Level Secondary -
Agape Lutheran Junior Seminary
Marangu-Moshi, Tanzania10.2004
Skills
- Sales and marketing strategies
- Customer Retention Strategies
- Business Development
- Customer Relationship Management (CRM)
- Effective Communication
- Interpersonal Skills
- Sales and Upselling
- Excellent communication skills
- Pricing negotiation
- Sales Support
- Staff training and motivation
- Budgeting and financial management
- Goal Setting and Achievement
- Market and competitive analysis
Accomplishments
- Awarded Certificate, Recognition Letter and plaque for Best Employee and Performer in 2022 (SIMBANET)
- Maintained a record of ensuring churn & burn is below allowable budget for the company in 2021 and 2022 compared to previous years. (SIMBANET)
- Successful team management hence achieving above allocated target for Upselling and retention for the year 2021 and 2022. (SIMBANET)
- Achieving 135% and 126% of the allocated upselling individual budget for the year 2021 and 2022, respectively. (SIMBANET)
- High Retention Rate for Customers for the Year 2019 and more significant growth of customer base by Mid-2020. (IPSOS)
- Awarded as Best Performer Former among the Key Account Managers for Q3 2017 (VODACOM)
- TOP GUN of Q1 2015 winner for sales in Sub Saharan Africa by being in top ten (10) out of over three hundred (300) salespeople across the sub-Saharan Africa. (DHL Express)
- DHL SSA Superstar for the Category of RIGHT FIRST TIME Year 2014. (DHL Express)
References
Available upon request.
Languages
Swahili
First Language
English
Proficient (C2)
C2
Timeline
Key Account Manager
SEACOM TANZANIA LIMITED
07.2024 - Current
HEAD, Customer Retention & Upselling
SimbaNET (T) LTD
09.2020 - 06.2024
Client Service Manager
IPSOS Tanzania
04.2019 - 08.2020
Key Account Manager - Multinationals & Corporates
Vodacom Tanzania
03.2016 - 07.2018
Field Sales Manager
DHL Express Tanzania
09.2014 - 02.2016
Tele sales Executive
DHL Express Tanzania
09.2012 - 08.2014
Sales Lead Qualifier
DHL Express Tanzania
08.2008 - 07.2009
Customer Service Agent
DHL Express Tanzania
01.2005 - 08.2006
Bachelor of Business Administration - Procurement & Material Management -
Tumaini University - Iringa University College
Ordinary Diploma in Sales & Marketing -
College of Business Education
Ordinary Level Secondary -
Agape Lutheran Junior Seminary
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