Terence describes himself as a young man full of energy and zeal with an open mind, always eager to learn and experience new technology. He is an experienced service analyst who holds a BSc Computer Science from the Botho University in Botswana and a Post Grad Certificate in Enterprise Risk Management.
Can you describe your professional Journey in a 150 words?
Prior to joining Cellulant I was working at a local bank in the ITO – Lending department, I later joined Cellulant in 2019 as a Service Analyst for Botswana. I was in a new territory and I knew little to none about the company but got to understand the operations and services as onboarding went on. Funny story…at one point in my onboarding notes I had an action point to find more about the “mouse” that kept being mentioned, which I later found out is MAUs (Monthly Active Users) :-). I was exposed to a lot of learning and knowledge sharing from colleagues which made it even easier to hit the ground running when it came to my job. I am currently working towards Prince2 and ITIL Certifications so as to align myself to the needs in the business and industry.
Considering you did Computer Science, what drove you towards Customer Delight?
Solving customer problems ranging from user journeys, customer education, attrition and service availability. I get pleasure thereafter looking at the numbers and how solutions translate to growth or uptake, stability and transactions success which means customers got the service and payments fulfilled – more reason I like working with new services.. It is then that I often put myself in the end users shoes.
What would you say has been the most exciting part of the job?
Constant engagement with the broader team both from business and tech. Smooth communications and openness to share information and advice all aimed at ‘Customer delight whatever it takes’ which is one of our core values.
What has been the most interesting part about working in (with) a different market other than Botswana?
Opportunity to look after Malawi was not expected or foreseen, however, it has been a great journey since the 2 markets being Malawi and Botswana are a lot more different, so being exposed to a new team and solving for different problems was insightful. While also challenging to handle the 2 at a go, we still attend to the respective market’s issues with agility and utmost responsiveness.
What’s the one problem you are solving for clients in this market?
I would love to solve for more exposure or uptake to Mobile money and having as many merchants on boarded to avoid or minimize cash out from wallets.
Having money on wallets should allow users to pay for the vast merchant services at their convenience so much that they don’t need cash. This therefore translates to more merchants in the Cellulant ecosystem where we work to provide the best services and towards growth as partners.
What has been the most rewarding moment?
Positive feedback from customers and colleagues. How can I forget, also getting the employee recognition of the week twice thus far. It was a lot more rewarding as it meant all the effort and work I put in is recognized. Not to forget the reward that comes with it. I can safely say I BLEW IT – don’t ask how.
What do you love most about working at Cellulant?
The different people, cultures and mostly jokes shared on the overnight activity calls with teams across markets. Cellulant provides a lot more of a not so tense working environment, no micromanaging and a lot of independence which also makes most of us, if not all decision makers.
How do you want to be remembered?
A cheerful, reliable and easy person both at work and outside of work, who always shows gratitude to the people I work with and those I meet along the path of life.
In your own words, what does Cellulant want to do in Africa and why is that inspirational for you?
Bridging the gap by creating prosperity and opportunities for all of Africa by solving our own problems (For Africa by Africans and those pro Africa) the best way we know.