Ndilimeke Ndahafa Shapaka

• Directed all operational aspects of the branch, including distribution, customer service, human resources, administration, and sales in alignment with the company's strategic objectives
• Led a team of 13 customer service representatives to achieve operational goals, focusing on enhancing service delivery and maintaining robust stakeholder relationships
• Developed and implemented strategic plans to streamline operations, improve service quality, and achieve business objectives
• Managed internal and external communications to ensure consistency with corporate policies and objectives
• Oversaw the implementation of performance improvement initiatives and prepared comprehensive reports on branch performance
• Built and nurtured relationships with key stakeholders and media representatives to support brand management and communication efforts
• Ensured compliance with all statutory regulations, including health and safety, and enforced equal opportunity policies
• Motivated, trained and disciplined employees to meet performance benchmarks.
• Handled escalated customer complaints professionally while working towards swift resolutions that maintained client satisfaction levels.
• Led team meetings to share updates, discuss performance metrics, and set goals for improvement.

• Managed client accounts, serving as main point of contact between clients and agency
• Developed and presented advertising strategies and campaign proposals to clients, aligning with their brand objectives and market goals
• Collaborated with creative teams to develop and execute advertising campaigns, ensuring client expectations were met and deadlines were adhered to
• Analyzed market trends and client feedback to adjust advertising strategies and improve campaign effectiveness
• Monitored campaign performance, prepared detailed reports, and presented insights to clients for ongoing campaign optimization
• Successfully managed high-profile client accounts, acting as primary liaison between clients and agency, ensuring seamless communication and satisfaction
• Spearheaded the development and presentation of customized advertising strategies and campaign proposals, resulting in client approval and alignment with their brand and market objectives
• Enhanced revenue generation through diligent monitoring of account balances and timely follow-up on outstanding payments.
• Recorded accurate and efficient records in the customer database.
• Gained customer trust and confidence by demonstrating a compelling, persuasive, and composed professional demeanor.
• Built relationships with customers to promote long-term business growth.

• Managed a team of 2 retention specialists and regular performance reviews
• Developed and implemented strategies to boost customer retention and satisfaction, in line with corporate communication objectives
• Managed external communications, including crafting messages and overseeing the distribution of information to clients and stakeholders
• Collaborated with internal teams to address client concerns, negotiated agreements, and prepared detailed reports for senior management
• Monitored and reported on the effectiveness of retention strategies and client engagement initiatives
• Managed the CRM, Email, and SMS programs
• Achieved monthly targets in terms of renewal rates and other productivity metrics in maximizing revenue, minimizing cancellations and backlog
• Streamlined communication between Retention Supervisor roles across different locations to ensure consistency in approach and best practices sharing.
• Achieved an increase in customer retention rates through targeted strategies and effective communication

Developed and implemented effective collection strategies and processes

• Analyzed collection data monthly, identified trends, and implemented improvements to business processes
• Provided monthly reports on collection activities, performance metrics, and trends to senior management
• Collaborated with other departments such as finance, sales, and customer service to streamline collection processes and enhance overall efficiency
• Maintained compliance with all collection and banking laws and regulations
• Responsible for communication, business operations, and administration with collections partners
• Responsible for transactional banking relationships and business operations with Bankers
• Successfully managed collection processes and provided detailed performance reports to senior management
• Established positive rapport with clients, fostering trust and open lines of communication throughout the collections process.
• Reviewed and analyzed credit reports to assess risk factors, aiding in the decision-making process for account management strategies.