Twabe Mwambazi: A Passion for Customer Service Problem Solving
Twabe Mwambazi, Our Customer Success Lead from Zambia joined Cellulant in 2019. He was excited about joining a Pan African company that was working to create solutions around payments in Africa for Africans. He wanted to be part of a team that gets to revolutionise the payment experience in the African markets.
Today, he is doing just that. On a day to day, Twabe ensures that the products and services that are provided to customers are up and running. As a developer, he works closely with the Customer Success Manager who conducts monthly service review meetings to ensure customers are delighted with the solutions provided as well as get feedback to improve their services.
He is very keen to acknowledge that one of the key success factors for his role involves collaborating with different teams (Service Ops, Product, Engineering and Commercial Teams) on resolving or fixing production issues that arise.
Twabe describes himself as a resilient problem solver with a software engineering background.
Let’s meet Twabe, shall we?
What drives you?
The desire to be successful, the fear of failure and the contentment of living life to the fullest.
What would you say is the most exciting part of the job
As a developer, I would say resolving problems that happen during production. It’s always a great feeling fixing something.
What’s the problem you are solving for your market?
I focus on ensuring I delight the customers we serve. As a problem solver, this is one of the most exciting parts of the job. I get to work on issues that ensure there is customer satisfaction.
What has been your most rewarding moment?
This has got to be when I was highlighted as the Employee of the Month for closing a project that turned into a revenue stream for the business in Zambia.
A while back, I picked up a project from a colleague who was transitioning out of the business and it took several sleepless nights to figure out in the end after the long hours and determination and taking it all in stride the reward came.
What is something you wish you knew earlier in your life?
The fact that no one has a monopoly of knowledge and it’s okay to ask for help.
Whenever presented with a problem or challenge, it’s okay to ask for help and not try to sort things out on my own even if I don’t have the solution/answer.
If we knew everything, there would be no need for teams.
How would you like to be remembered?
I always do my best to ensure I solve problems whenever I see a gap or issues are brought to my attention.
I would most certainly want to be remembered as a problem solver. The person who always did what they had to do to ensure there was customer satisfaction because a problem was solved for both internal and external stakeholders.
Most importantly I would want to inspire people to solve problems..(Imagine being an inspiration for people to think, “What would Twabe do in this situation?”)
What do you love most about working at Cellulant?
As our Employee Value Proposition States, Unlimited Possibilities with Unlimited Growth!
Cellulant is not your regular workplace. It will ask more of you, challenge you more deeply, and push your creativity, vision and drive. It exposes and teaches us a lot of things career-wise which makes it easier to adapt to any environment. It’s a great environment for growth. It will also deliver more satisfaction, more pride, and more reward.
I also love the work culture and getting to work and interact with brilliant people across the African market who are creating in one form or the other solutions around Payments to ensure we are accelerating economic growth for Africa.
I wouldn’t be the person I am today in terms of my approach to work if I didn’t get to join this organisation.
What do you do during your free time to relax?
I love watching Anime because the people in anime have dynamic personalities, they’re whole people never mind they aren’t human, they have dreams and goals. I also love going to places that I have never been to try out their food and drinks…some would call me a foodie.
In your own words, what does Cellulant want to do in Africa and why is that inspirational for you?
What inspires me to come to work every day is the fact that we believe that by building and connecting every business to a more reliable payment ecosystem we can create a long-lasting impact on millions of lives in Africa and beyond.