Junior Sawala Mutumene

Experience

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  Santos Football Club

  Aug 2003 - Aug 2004

  Center back player

  Trial

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  Shell

  Apr 2009 - Aug 2010

  Customer Service Assistant

  • Assisting Customers (Voices and non voices)• 100 % Cases checking• Managing return Cards and invoicing reports• Setting up monthly quiz• Focal point update on charges back and replace report.• All trainings completed ( Key account, Fraud, etc)

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  Shell Global Solutions

  Aug 2010 - May 2018

  Adopts Customer 1st mindset and utilises the CSP behaviours to deliver an exceptional customer experienceRepresents a professional customer focused image of Shell to the publicIdentifies opportunities to improve the customer experience for key customers• 4. Handles a range of first line customer enquiries within the agreed processes and ways of workingTakes ownership for the end-to-end customer enquiry which may require engaging other partners across the service chainActs to resolve customer enquiries during the first contact with the customer (live resolution). Pro-actively keeps key customers informed throughout the contact management process. Records and follow up all key customer contacts in customer facing systems for the service accredited. Escalate immediately where appropriate. If: unable to live-resolve and unsure of how to manage the call/processes (escalate to Team Lead) an issue could potentially impact a large number of customers or the reputation of Shell (escalate to Team Lead) an issue relates to system problems (escalate to CSO Systems Support and Team Lead) Maintains current up-to-date knowledge of business processes and procedures for area of responsibility Delivers on your customer promise and commitments (My Commitments) Identifies and agrees with the Team Lead on own Individual Development Plans and takes action to close any performance or development gaps Canada Customers: CTC, Chrysler, Albian Sands, Suzuki, Arcelor metal, Navistar, Daimler, Mercedes and General Motors GM focal point CSI (Customer satisfaction index) focal point (analyzing data in order to improve customer perception) Building relationship with GM (General Motors) Analyzing relationship between customer consumption and satisfaction. Show less

  • Global Key account Analyst

    Jun 2012 - May 2018

  • Supply chain liaison Officer

    Aug 2010 - Jun 2012
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  Shell

  May 2015 - Sept 2015

  Pilot focal point - Proof of Concept project (Set up and amendment migration to Cape Town) -

  Work with Sales to drive pricing policy adherence, and be able to articulate the impact of non-compliance, and the benefits of compliant simple pricing solutions - Work with Sales to drive pricing policy adherence, and be able to articulate the impact of non-compliance, and the benefits of compliant simple pricing solutions.

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  Earthwatch Institute

  Aug 2015 - Aug 2015

  Earth Watch Institut Laureat

  Sustainable development. 2015 better world project with Earthwatch institute in Wytham wood. Oxford

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  Federation Congolaise de Football Association

  Nov 2015 - Sept 2016

  Fecofa community Project manager

  Based on my passion for sports and football specially, I have implemented a community project for DRC national team allowing players to experience reality within the society through different social activities. This project had been presented to the FA president who adopted and grant me a mandat to implement it with his full support.Project was launched in a school with football national team players autograph signatures.Sponsorship is key in this project considering local realities which make the normal set up difficult to implement. Show less

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  Shell

  Jul 2016 - Mar 2017

  Support for Customer set up, amendment and pricing BELUX and CANADA lubes team

  I have contributed to optimise the Offer-to-Cash, Pricing operations and processes by translating pricing and rebate into recommendations for Pricing Admin and Offer-To-Cash process improvements for Belux and Canada lubes organisation unit. Key important tasks to be highlighted during the transition:- Work with Sales to drive pricing policy adherence, and be able to articulate the impact of non-compliance, and the benefits of compliant simple pricing solutions. -Train Sales and Sales Support/Pricing staff in areas such as compliance, MoA, customer offer and offer to cash/ Pricing Processes -Prioritise work and focus on high valued issues. -Drive process improvement maintaining pricing records in GSAP. Deep knowledge of customer Pricing master data, rebates and disputes with emphasis in the following areas: Pricing Conditions Pricing Structure Show less

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  United States based Grove soccer academy

  Mar 2017 - Aug 2022

  Director and Football Coach
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  The Tony Elumelu Foundation

  May 2019 - May 2019

  Tony Elumelu Entrepreneur Laureate 2019
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  Ligue NDEMBO Sarlu

  Oct 2019 - now

  • Owner

    Nov 2019 - now

  • Sports Manager and Football coach

    Oct 2019 - now
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  French-African Foundation

  Jul 2021 - now

  French African Young leader Laureat 2021
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  FOOTBALL CONGO FORUM

  May 2022 - now

  Founder

  This forum aims to become a two-day annual meeting during which a panel of experts from the football world will meet to address the challenges of Congolese football at the national and international level.

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  Gulf United FC

  Sept 2023 - now

  Head of Operations