Orine Chulu
0 followers •
1 following •
0 posts
Seeker and Occupations
Details
Not yet rated (0 reviews)
Dynamic Commercial and Strategy Leader with over 8 years of experience in customer service, billing, revenue management, business development, and team leadership. Proven track record in regulatory compliance, performance monitoring, debt recovery, stakeholder engagement, and driving service efficiency. Currently serving as Senior Commercial Officer at Chembeshi Water Supply and Sanitation Company Ltd, with prior experience as Customer Care Supervisor and Debt Management Officer at Southern Water and Sanitation Company Ltd. Holds an MBA and BBA in Business Administration from NIPA, alongside Grade 12 qualification with 5 O-level credits including English and Maths. A results-oriented leader with 5+ years at the supervisory/management level focused on revenue growth, operational excellence, and customer satisfaction.
Links
No website links added yet.
Contact Info
Email: orinechuulu@gmail.com
Phone: 0973785958
Skills
Technical Skills: Financial Modelling
Microsoft Suite
Data Analysis & Reporting
Proposal Development
Revenue Streams
Billing & Revenue Systems
CRM. PDF Soft Skills: Leadership
Strategic Communication
Problem Solving
Customer Relationship Management
Team Leadership & Staff Development
Complaint Resolution & Service Recovery
SOP Development & Policy Implementation
Training & Capacity Building
Stakeholder Engagement.
Work Experience
Senior Commercial Officer
Chembeshi Water Supply and Sanitation Company Ltd – Kasama | June 1, 2026 – Present
Overseeing all commercial operations including billing, revenue collection, metering, and customer account management.
Ensuring accuracy and integrity of meter reading data and timely billing to maximize revenue collection.
Developing and implementing debt recovery strategies to reduce arrears and commercial losses.
Managing customer queries, complaints, and disputes to maintain high service standards.
Preparing and submitting monthly commercial and revenue performance reports to management.
Coordinating with Operations, Finance, and Customer Service departments to improve service delivery.
Enforcing company credit control policies and regulatory compliance standards.
Customer Care Supervisor
Southern Water and Sanitation Company Limited – Siavonga/Livingstone | August 2020 – May 2026
Supervised and managed daily customer interactions to ensure prompt, courteous, and effective service delivery.
Addressed and resolved complex customer complaints and service issues, ensuring customer satisfaction and retention.
Led, mentored, and coached a team of customer care representatives to maintain high performance and service excellence.
Monitored individual and team performance using KPIs and customer feedback, identifying areas for continuous improvement.
Designed and implemented customer service policies and standard operating procedures (SOPs) to streamline operations.
Analysed service trends and customer feedback data to identify service gaps and recommend process enhancements.
Led service improvement projects to increase efficiency and enhance customer experience.
Developed and conducted in-house training programs focused on customer service skills, communication, and product knowledge.
Designed and implemented company business development strategies aligned with the Company Strategic Plan.
Led periodic reviews of organizational growth and diversification strategies.
Conducted market research to identify customer education and development needs.
Managed and strengthened strategic partnerships with local stakeholders.
Prepared business development and market reports to support senior management in strategic analysis and decision-making.
Debt Management Officer
Southern Water and Sanitation Company Limited – Siavonga | May 2017 – July 2020
Engaged customers with outstanding payments to negotiate settlements and ensure account resolution.
Recovered overdue payments by implementing structured follow-up procedures and repayment plans.
Analyzed compliance and billing data to compile detailed reports for management decision-making.
Identified inefficiencies in the debt collection process and suggested system and policy enhancements.
Coordinated with internal departments to resolve and improve customer relations.
Education History
National Institute of Public Administration (NIPA)
Master of Business Administration (MBA) | 2024
National Institute of Public Administration (NIPA)
Bachelor of Business Administration (BBA) | 2022
Comments