Open to opportunities

SAMKELISIWE PHETSILE DLAMINI

@samkelisiwephetsiled

Customer-focused business development and customer success professional skilled in CRM, lead qualification, and stakeholder engagement.

Eswatini

Message

What I'm looking for

I’m looking to grow as a Business Development Representative, using consultative communication and CRM pipeline management to qualify leads, resolve complex customer needs, and meet growth targets through cross-functional collaboration.

I’m a customer-focused professional with experience across customer service, client engagement, stakeholder engagement, and administrative support in telecommunications, utilities, manufacturing, and the public sector. I build strong relationships by identifying customer needs, resolving complex enquiries, and keeping accurate customer records using digital systems.

In my current Customer Experience Representative role at MTN Eswatini, I manage high volumes of enquiries through multiple communication channels, coordinate timely issue resolution with internal teams, and prepare operational reports to monitor service performance indicators. I consistently meet service quality and productivity targets in a fast-paced environment.

Previously, I supported environmental projects and coordinated stakeholder engagement through the Eswatini Environment Authority, and I gained planning and reporting experience as a Ministry intern. I also volunteer in monitoring and evaluation and currently lead community outreach initiatives, strengthening my ability to engage stakeholders, analyze information, and communicate professionally.

Experience

Work history, roles, and key accomplishments

Current

Community Engagement Officer

Current

CMF Africa

Jan 2025 - Present (1 year 6 months)

Coordinated community outreach initiatives and built relationships with community stakeholders. Supported partnership development and related engagement activities.

Community Outreach Stakeholder Management Partnership Development Engagement Relationship Building

Customer Experience Representative

MTN Eswatini

Jul 2025 - May 2026 (10 months)

Managed high-volume customer enquiries across multiple communication channels, building customer relationships by identifying needs and providing appropriate solutions. Resolved complex issues, maintained accurate customer records digitally, collaborated with internal departments, and prepared operational reports to monitor service performance.

Customer Relationship Management Customer Service Multi Channel Customer Service Issue Resolution Customer Retention CRM Systems Database Management Cross Functional Collaboration Report Writing Performance Monitoring Problem Solving

Production Filling Operator

CONCO Eswatini

Jan 2023 - Jan 2024 (1 year)

Worked in a high-performance manufacturing environment while maintaining quality standards and supporting production targets. Completed operational documentation and reports and supported continuous improvement initiatives.

Manufacturing Operations Quality Standards Continuous Improvement Report Writing

Contact Centre Agent

Eswatini Electricity Company

Aug 2021 - Feb 2022 (6 months)

Delivered customer service via telephone support, assisting customers with account enquiries and service requests. Maintained accurate customer records and coordinated issue resolution with technical teams to support timely service delivery.

Customer Service Relationship Management Documentation Issue Resolution

Graduate Trainee - Environmental Mgmt

Eswatini Environment Authority

Jan 2023 - Present (3 years 6 months)

Coordinated stakeholder engagement with government institutions, consultants, and community partners, and conducted research to prepare reports for management. Supported environmental project planning, communication, and documentation while managing multiple assignments and deadlines.

Stakeholder Engagement Research Environmental Project Support Report Writing Planning Documentation Independent work Time Management

Planning Officer Intern

Ministry of Economic Planning & Development

Jan 2016 - Present (10 years 6 months)

Supported project planning and stakeholder consultations by conducting research and preparing technical reports. Assisted with programme coordination and administrative activities.

Project Planning Research Program Coordination Administrative Support

Monitoring & Evaluation Officer

Atlas for Development (Agenda 2063) & PeaceFirst

Coordinated stakeholder engagement activities, collected and analysed project information, and prepared monitoring reports. Supported project implementation through monitoring and reporting.

Monitoring and Evaluation Stakeholder Engagement Data Analysis Report Writing Project Implementation