1. Agnes Caroline Masi
Previous Employer : Malawi Telecommunications Ltd Phone: +267 72 89 7173
Previous Job : Key Account Manager +267 75 83 9334
E-mail: masiagnes@yahoo.co.uk
Skype: carolmasi
Curriculum Vitae
Personal Information
Date of Birth : 25th
January, 2015
Marital Status : Married, 2 children
Personal Summary
A highly motivated and dynamic professional with experience in account management, relationship management and business
development. Goal oriented and committed to creating, building and growing solid corporate customer relationship. A sound track
record of enhancing revenue through client retention and maintenance. An entrepreneurial team oriented person able to lead and
motivate sales personnel in customer dealings. Exceptional interpersonal and communication skills with an in depth understanding
of business dynamics and company client relationship.
SKILLS:
Project Management Sales and Account Management
• Infrastructure Projects ● Key Account Management
• Stakeholder Management ● Needs assessment and solution selling
• Project Planning and implementation ● Process and performance improvement
• Contract Management and negotiation ● Customer Relationship Management
• Project Procurement ● Business Prospect and Development
• MS Project and methodologies ● Lead Generation and Sales administration
• Proposal writing ● Customer care
• ● Client retention and developing new accounts
Professional Skills Personal Skills
• People Management ● Goal oriented with strict and specific time scales
• Identifying key issues ● Professional selling and negotiation skills
• Commercial experience ● Follow up on leads and convert them into sales
• Market intelligence ● Good communications and presentation skills
• Coaching ● Determination, hard-working and target focus
● Data Management ● Administrative expertise, reporting and collection tasks
● Conflict resolution ● Ability to convince customers on business proposals and solutions
● Problem solving and analytical skills
● Result and detail oriented
● Willing and capable of learning and adapting quickly
● Taking responsibility of personal development
CAREER SUMMARY:
Key Account Manager, 2008-2012 - MALAWI TELECOMMUNICATIONS LIMITED (MTL)
Responsible for performing tasks that maximizes business opportunities in new and existing markets. In charge of delivering projects
that improve client’s business applications, infrastructure and processes within time and to the highest standards. Also responsible
for establishing and maintaining strong client relationship both old and new through regular close contact account management
including meetings, telephone and email communication.
PROFESSIONAL EXPERIENCE: Core Strengths
• Maintained and grew customer relationships as well as identifying opportunities with the existing customers.
• Handled and monitored account performance of corporate customers (account management).
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2. • Maintained customer’s portfolio updated and record customer’s product/service preference
• Identified tender opportunities and writing up concise, value-based sales proposals and tenders
• Scheduled meetings and demonstrated ability to present new products to potential and existing customers.
• Ensured timely contract renewals for corporate clients to retain customers and secure business
• Compiled, delivered sales presentation and developed customer awareness of the company’s products and services.
• Performed regular customer visits to monitor standards and services to keep abreast of what is happening in the market.
• Dealt with customer complaints and queries in a timely manner
• Identified client business requirements and solutions, pursued new sales opportunities, up-sell potential resulting for customer
base and revenue growth.
• Consulted with customers to identify current and future needs and formulate appropriate business solutions that improved usage
and revenue
• Generated, retained and revived client relations that are beneficial to the organization.
• Conducted customer satisfaction survey and compile reports with suggestions for effective changes in service delivery process
and products
• Managed projects from conception, project resources, negotiating project changes, project reporting to handover within budget
and time constraints.
• Created and submitted comprehensive weekly, monthly reports on revenues, growth in customer base, product/service
complaints to help management in crucial decision-making.
• Ensured delivery of high quality of customer support and act as a liaison between key accounts and management
• Defined project scope, objectives, milestones and deliverables and ensuring requirements are defined, understood and signed
off
• Created realistic achievable project plans and devising solutions and taking ownership of situations to ensure project success
• Prioritizing ability supported by experience in working effectively under stressful situations and deadline pressures well.
• Communicated regularly project expectation to team members, stakeholders and use their feedback to optimize progress
• Ability to lead and motivate sales team to achieve their objectives
• Exceptional skills in managing, organizing and filing customer data and recording product preferences
MAJOR ACHIEVEMENTS:
• Managed major projects with revenues of US$356,430 per month.
• Consistently achieved monthly average targets and increased key accounts by 172 through new opportunities
• Acquired 15 major corporate key accounts through generation of compelling and creative proposals.
• Led a team comprising of 5 Key Account Executives and personally serviced and managed 22 key accounts
• Boosted co-siting revenues from US$50,000 per month to US$130,000 by conducting a customer audit.
• Built up a database for co-siting customers and their revenues and this was used by Management from time to time as it was
reliable and well up to date.
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3. • Presented a breakthrough initiative to Management on Internal Marketing which resulted in the sharing of knowledge between
departments on any new products and services.
• Improved the sales process which led to efficient service delivery and reducing backlog of orders.
• Drove sales through brainstorming monthly meetings with potential customers and existing customers.
• Part of a team involved in developing a debt collection policy which led to efficiency in debt collection.
• Developed and maintained expert level of product and service knowledge.
Essential Duties and Accountabilities of a Key Account Manager:
● Project Management of all new contracts and services from conception to project handover.
● Reconciliation of account for settlement and checking for accounts likely to become bad debts.
● Identify tender opportunities and writing up concise, value-based sales proposals and tenders.
● Prospects and develops business, responds to RFPs, and develops proposals for professional presentation to customer.
● Periodic meeting with existing, potential customers for project progress and to identify new business opportunities.
● Identifying and cultivating new prospective key customers within the region by customer profiling.
● Offer personalized selling and after sales services to key accounts by assigning a representative to manage the customer.
● making presentations to develop customer awareness of the company’s services and products to both existing key and
potential customers ensuring their knowledge is current and appropriate.
● Initiate customer retention strategies through development of strong relationships with key decision makers.
● Acting as an ambassador and ensuring that planned customer visits are carried out weekly and purposes achieved.
● coming up with bespoke solution to meet customer’s needs and follows-up implementation with Technical Section.
● Preparation of contractual agreements ensuring customer compliance and adherence with all agreements.
● Developing and maintaining an accurate up-to-date consolidated customer database.
● monitors the day to day commercial performance of each account within a portfolio to evaluate customer demands and
usage of their account
● effectively solves customer’s problems to ensure the resolution of issues in a timely manner and manage risk to ensure
achievement of targets
● Evaluates and document partnership, ensuring all activity is recorded accurately on database
● ensuring all clients understand the services on offer from the green house and other group companies.
● providing project status, weekly sales, quarterly, monthly and activity reports and analyzing them as required
● Identifying and building trust, loyalty and solid long-term relationships key decision makers.
● Coordinate and manage project reporting, reviews and project steering committee meetings
● giving continuous accurate and relevant feedback to Executive Management and Senior Managers
● maintaining good working relationships with other company departments and negotiate for project resources.
● Consultation with senior managers setting national targets for sales, pricing and margins
● Ensure project stages are progressing to schedule and taking appropriate action where there is deviation from set tolerance
● Supporting and advising junior members of staff to deliver commercial and operational results
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4. ● ensuring that proper procedures and practices are in place to achieve maximum efficiency
● Negotiating and closing commercial agreements with customers
● Organized bills to be sent electronically and physically to clients
● providing and reviewing customer feedback and suggesting ways to enhance quality of service, to improve processes and
service levels
● Leverage market relationships to increase overall revenues
EDUCATIONAL QUALIFICATIONS
• Chartered Marketer - Postgraduate Diploma, Chartered Institute of Marketing Level 7, 2013
• Professional Marketing Diploma Level 6
• Bachelor of Business Administration (BA), University of Malawi, 2006-2008
• Malawi School Certificate of Education (MSCE), Stella Maris Secondary School, 1988-1992
OTHER QUALIFICATIONS MEMBERSHIP
● Diploma in Secretarial Studies, 1994 ● Chartered Markerter (MCIM) 2013
● Associate Member of ABE, 2003
TRAINING COURSES
• Culture Change and Leadership Programme - 2010-2011 ● Women in Leadership - 2005
• Emerging Markets - 2010 ● Project Management - 2004
• Customer Service and Key Account Management-2010 ● Professional Writing Skills for Managers - 2001
• Executive and Management Assistants Masterclass - 2000
ADDITIONAL INFORMATION
Reading, Studying, Travel, Cooking, Watching Television, House Cleaning, Volleyball, Jogging and Dancing
REFEREES
Mr. M. Katsala Mrs. Doreen Maluk The Head of Business Administration
CDH MTL Malawi Polytechnic (UNIMA)
BLANTYRE P.O. Box 537 P.O. Box 30133
MALAWI BLANTYRE BLANTYRE 3
Tel: 01 11 968 802 Tel: 01 870 144
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