Open to opportunities

erickson kumandala

@ericksonkumandala

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Results-driven commercial and key account professional focused on growth, retention, and cross-functional execution.

Angola

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What I'm looking for

I seek a role where I can lead commercial and account strategies, work cross-functionally to scale operations, and drive customer retention in a growth-focused, collaborative environment.

I am a commercial and key account professional with extensive experience in customer service, operations, and market strategy across multiple industries. I combine customer-centric thinking with operational rigor to optimize processes and drive measurable growth.

In commercial roles I have led account onboarding, developed marketing and acquisition strategies, and coordinated cross-functional teams including Product, Marketing, Analytics, Technology, and Operations to deliver market-specific objectives.

I have a strong background in customer engagement and retention—managing contact center teams, supporting localization of customer experience, analysing behavior after technical incidents, and implementing retention strategies that improve loyalty and performance.

I hold a Bachelor in English Language and Literature and multiple professional certifications in leadership, customer service, sales, negotiation, CRM communication, and project management that support my practical experience and drive results.

Experience

Work history, roles, and key accomplishments

Current

Commercial Manager

Current

Moja Group

Oct 2025 - Present (3 months)

Collaborate with product, marketing, analytics and operations to localize offerings, optimize game rules, run player acquisition and retention campaigns, and ensure regulatory compliance to maximize market performance.

Commercial Strategy Localization Campaign Management Regulatory Compliance Competitive Analysis Cross Functional Collaboration Analytics

Key Account Manager

ENI Energy Project

Oct 2024 - Oct 2025 (1 year)

Led onboarding and management of farmers and service providers, developed and executed marketing and lead management plans, and analyzed performance metrics to optimize engagement and project outcomes.

Key Account Management Farmer Onboarding Marketing Campaigns Lead Management Performance Analysis Stakeholder Management

Senior Customer Service Rep

Standard Focus

Nov 2021 - Dec 2024 (3 years 1 month)

Provided live chat and email support to UK and Brazilian customers, monitored Portuguese-region chat performance, evaluated agent quality, and proposed improvements to increase customer satisfaction and loyalty.

Customer Support Live Chat Quality Assurance Performance Monitoring Customer Satisfaction Reporting

Key Account Manager

Yango

Jan 2024 - Sep 2024 (8 months)

Developed strategies to expand supply nationwide, managed contact center operations, met monthly KPIs, and supported the Country Manager in operational oversight and investor/fleet partner acquisition.

KPIs Partner Acquisition Operations Support Stakeholder Engagement

Customer Service Lead

Grupo Salvador Caetano

Feb 2017 - Jul 2021 (4 years 5 months)

Oversaw customer service KPIs and complaint resolution for official automotive brands, supported sales/marketing/after-sales teams, and advised management on loyalty and service improvements.

Customer Experience KPIs Complaint Resolution