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Curriculum Vitae
Personal InformationQualificationsMBA-MARKETING 2009-TODAT UNIVERSITY OF DAR ES SALAAM MA: ANTHROPOLOGY BROWN UNIVERSITY USA 2005-2007 POSTGRADUATE DIPLOMA IN LEADERSHIP FOR COMMUNITY DEVELOPMENT,
EASTERN AND SOUTHERN AFRICA MANAGEMENT INSTITUTE, ESAMI-ARUSHA, TANZANIA
(2005-2006)
Subjects: Managing Micro finance Institution ,Project designing and planning, Project implementation, Project monitoring and evaluation, Research methods, HIV/AIDS programming, Community Capacity Building, Community Mobilization & Fund-raising, Community Development Approaches, NGO ethics and Governance, Managing Conflicts, Change Management
BACHELOR OF ARTS
UNIVERSITY COLLEGE OF EDUCATION ZANZIBAR (2001-2004)
v Achieved overall grade-point average of 4.71(on a 5.0 scale) first class
Subjects: Environmental Resources Management, Land planning and Evaluation, Regional Planning and Development, Geographical information system, Educational Psychology,
DIPLOMA IN BUSINESS ADMINISTRATION,
COLLEGE OF BUSINESS EDUCATION, DAR ES SALAAM, (1998-2000)
Subjects: Principal of Economics, Element of Business Administration, Office management, Personnel Management, Financial management, Business law and Development Studies.
ORDINARY SECONDARY SCHOOL CERTIFICATE
LAKE HIGH SCHOOL, MWANZA (1992-1996)
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TrainingOTHER QUALIFICATIONS:
Certificate of attendance: Human rights advocacy workshop, Cairo, Egypt (2006)
Certificate of attendance, for participating in a Cultural Olympiad, Nestved, Denmark, (2001)
Certificate of computer programming, Institute of management and Information Technology, (IMIT) 2000.
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SkillsPersonal Skills: drive and energy, adaptability, resilience and determination, confidence, creativity, and ability to learn and absorb knowledge.
Professionalism_ customer service, selling, negotiating and influencing, analysis and decision-making, and management skills
Communication - Strong communication and facilitation (spoken, written and presentational) skills, including the ability to produce a variety of written reports in a clear, concise style, to deliver training presentations to external audiences, to build/maintain effective partnerships; ability to interact and communicate with the local population in the field. Sound judgment and negotiating skills, including ability to liaise with conflicting parties to deal with immediate conflicts
Planning and Organizing – Ability to establish priorities and to plan work assignments, juggle competing demands and work under pressure of frequent and tight deadlines.
Technology Awareness – Good computer skills, including proficiency in word processing, spreadsheets, SPSS and EPI info, other and relevant software packages
Teamwork – Proven interpersonal skills and ability to work in a multi-cultural, multi-ethnic environment with sensitivity and respect for diversity, and local population |
QualitiesInternational living experience, quick learner, highly motivated, Creative and Result oriented with the ability to coordinate efforts of many (individual and institution) to meet organizational goals. Able to work both independently and part of a team with proven ability to lead |
Work ExperienceTANZANIA TELECOMMUNICATIONS LIMITED (TTCL)
CALL CENTRE SUPERVISOR
Responsibilities
v Manage Call Centre Customer Care Representatives.
v Schedule shifts in the Call Centre
v Ensure all inquiries and requests are attended quickly and accurately and that sales leads are forwarded.
v Provide training on products, services, and promotions.
v Collect and manage call centre operation data for staff forecasting.
v Plan and support implementation of call centre projects.
v Monitor performance standards for Call centre to ensure training and coaching are implemented timely.
v Coordination of outbound campaigns to support sales, products, marketing promotion activities and customer education.
v Implement quality monitoring and conduct coaching and training.
v Maintain customer database in all systems.
v Manage all Call Centre Soft ware applications (ACD/IVR/CTI/ e.t.c)
v To manage daily call flow
v Interface with the Dealer Support and Customer Service Centers to resolve customer problems.
v Ensure performance targets at the Call Centre are met
v Implement and update policies and procedures to provide excellent service to customers.
v Provide hands on support and guidance to Customer Care representatives.
v Manage Call Centre statistics and produce periodical reports
GALILEO TANZANIA
SALES AND MARKERTING EXECUTIVE (DEC 2004- 2008)
Responsibilities:
v Developing sales in the assigned area
v Developing key accounts in the retail sector
v Developing relationships with Buyer....
v Developing Market for Furnishing Fabric
v Servicing existing clients
v Participate in Product Development activity
v Participate in relevant trade shows or exhibitions
v Development of market for the brand
v Brand Promotion activities
v Handling the Sale's department
MOBITEL TANZANIA
CREDIT CONTROL OFFICER (INTERN (2000-2001)
Responsibilities:
v Conduct accounts receivable phone calls, prompting customers for payment of past due invoices
v Gather and document data into proper systems as per MOBITEL client’s requirements.
v Communicate via telephone, e-mail and fax to our clients customers to update the status of their accounts
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Computer Skills– Good computer skills, including proficiency in word processing, spreadsheets, SPSS and EPI info, other and relevant software packages |
Languages– Good computer skills, including proficiency in word processing, spreadsheets, SPSS and EPI info, other and relevant software packages |
Additional InformationSupervisory and training experience -- I have 4 years' experience supervising others. At TTCL Company, I routinely supervised 74 customer service representatives. I set their work schedules, maintained employee records, completed employee performance reviews, trained new employees, and developed training improvement programs as necessary. Overall, I trained approximately 100 new employees. Ability to multi-task -- I am a quick learner and excellent worker. I know how to prioritize job assignments, work independently and resolve problems on my own. I am very organized and detail-oriented and can find effective solutions to get the job done. For example, as my resume indicates, I was able to handle a significant increase in workload during two corporate mergers without having to hire additional help or suffering a decrease in productivity. Excellent communication skills -- I have extensive experience dealing with the public since I have worked in the customer service industry for 4 years. In my current position, I am in charge of maintaining good relationships with 125 corporate clients. This requires interaction with corporate executives on a daily basis, often assisting them to resolve problems and conflicts regarding their services and products placed with our company. Throughout my career, I have often had to deal with irate and angry customers and clients. From experience, I have learned how to smooth their ruffled feathers with tact so that good relations can be maintained. |
Desired JobCUSTOMER SERVICE MANAGER, CALL CENTRE MANAGER, SALE AND MARKETING |
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