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Annita Mapipo

@annitamapipo

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Operations Manager focused on efficiency, KPIs, and team performance.

Zambia

Message

What I'm looking for

I’m looking for a role where I can lead operations end-to-end, track KPIs and daily targets, improve efficiency, and support teams with strong decision-making—staying commercially focused and results-driven to deliver strategic business goals.

I thrive on the responsibility that comes with the role I am given, and I bring a strong mix of leadership, decision-making, and commercial focus. I am results-driven, commercially focused, and I work to ensure both myself and the team achieve the strategic goals of the business.

As an Operations Manager (Jun 2023 - Present), I manage both entities in operations by analyzing workflow to improve efficiency, productivity, and reduce waste. I develop and implement operational policies, procedures, and goals, and I oversee day-to-day operations to ensure daily targets are met. I also manage and track monthly reports and KPIs to enhance performance.

In Customer Service leadership roles at Multichoice Zambia Limited (Jul 2021 - Dec 2022 and Feb 2017 - May 2023), I managed DSTV Business Accounts, including creating new accounts, activations, and handling queries. I led branch and call-centre team targets through up-sell and cross-sell activities, ensured compliance through audit processes for the Quality Management System, and resolved subscriber reconnection, billing, technical, complaints, and shipping needs. I also educate DSTV and GOTV subscribers on self-service usage to reduce repeat issues and improve outcomes.

Earlier in my career, I supported training operations, administration, and executive coordination. I served as an HR Training Administrator (Clarity Project), maintaining training databases, coordinating stipends, and designing training plans, and I also worked as an Executive Assistant to senior leadership while managing document information systems, archive synchronization, and logistics like travel, meetings, and office operations. I bring additional foundations from roles in procurement and logistics oversight and data processing, supported by my Business Administration studies.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

East Boundary School/ Brikets Enterprise

Jun 2023 - Present (3 years 1 month)

Managed operations for East Boundary School and Brikets Enterprise by improving workflow efficiency, productivity, and reducing waste. Developed operational policies and monitored day-to-day targets, monthly reports, and KPIs.

Operations Management Workflow Analysis Policy Development KPI Tracking

Customer Service Consultant - Team Lead

Multichoice Zambia Limited

Jul 2021 - Dec 2022 (1 year 5 months)

Managed DSTV Business (Commercial) accounts including creating new accounts, activations, and resolving queries. Supported quality management through audit processes and helped manage branch targets while handling subscriber reconnections, technical and billing queries, shipping, and complaints.

Customer Account Management Activation Query Resolution Audit & Compliance Complaints Handling

HR Training Administrator

Multichoice Zambia Limited

Jul 2016 - Nov 2016 (4 months)

Coordinated training logistics for the Clarity Project, including booking venues and preparing materials. Managed training administration tasks such as stipends coordination, training database updates, training plan design, and leave monitoring in consultation with HR.

Training Administration Venue Training Materials Management Leave Monitoring HR Coordination

Executive Assistant to CFO/CHRO/IT

Zamtel Telecommunications Company

May 2011 - May 2016 (5 years)

Provided executive administrative support for the CFO, CHRO, IT, and technical directors. Managed document information and archive synchronization, coordinated meetings and schedules, arranged international and domestic travel, and handled office petty cash.

Executive Administration Archive Planning Scheduling Travel Coordination Petty Cash

Executive Assistant & Logistics Officer

Post.net Ltd

Dec 2009 - Nov 2010 (11 months)

Oversaw procurement and logistics day-to-day operations, coordinating logistics processes and administrative tasks. Managed purchasing and warehousing activities to support delivery of logistics functions.

Logistics Coordination Procurement Support Purchasing Warehousing Administrative Support Delivery Operations

Data Associate

Cidrz Ngo

Apr 2007 - May 2009 (2 years 1 month)

Handled complex documentation for clinic-based sites and supported clients at the sites. Provided IT support during system failures and performed data processing on the system.

Documentation Management IT Support Data Processing System Support

Education

Degrees, certifications, and relevant coursework

Zambia Open University (ZAOU)

Business Administration, Business Administration

Completed Business Administration studies at Zambia Open University (ZAOU) in 2022.

Zambia Centre for Accountancy Studies (ZCAS)

Diploma, Information Technology

Activities and societies: Modules included Information Technology 1, Business Communication, Financial and Quantitative Methods, Programming and Web Applications, Business Information Systems, and Information Systems Building.

Earned a Diploma from Zambia Centre for Accountancy Studies (ZCAS) in 2006, with coursework across IT, programming/web applications, and information systems.

Zambia Centre for Accountancy Studies (ZCAS)

Certificate, Information Technology

Activities and societies: Modules included Communications Skills, Arithmetic, Computing awareness, Use of Packages, Book-Keeping, and Office practice.

Earned a Certificate from Zambia Centre for Accountancy Studies (ZCAS) in 2005, focusing on communications, computing awareness, and foundational business package skills.