Sales and operations manager

• Oct 2019 - Present

Sales and Operations Manager

• Oct 2019 - Oct 2019

Kazang Money support specialist

• Jan 2018 - Present

Kazang money support specialist

Administrative and Data Support Specialist.

• Oct 2018 - Oct 2019

Customer Care Associate

• Oct 2017 - Jan 2018

· Making bank transactions (Bank deposits) on behalf of the company· Selling of company machines and making telesales.· Making out of credit calls to customers· Give each premier customer a sense of personal recognition.· Respond promptly to customer inquiries and complaints· Resolve problems by clarifying issues · Escalating unresolved problems.· Fulfill requests by clarifying desired information and promoting company products and service to our calling in customer.· Responsible for handling customer complaints that come from the first line (Agents and foot soldiers) support by coordinating with IT department whose main objective is to reach customer satisfaction· Meeting the S.L.A (Service Level Agreement) set at 90% complaint Resolution by company· Coordinate with Query Resolution & Complaint Unit and all Process Owners to conduct root-cause analysis for identified unresolved queries.

Credit Controller

• Feb 2017 - Nov 2017

My Current responsibilities include VAT and Excise duty computations, preparing credit notes, preparing debt swaps, credit risk assessment, handling client queries, sending invoices to clients, ensuring timely receipts and dispute resolution. My Current responsibilities include VAT and Excise duty computations, preparing credit notes, preparing debt swaps, credit risk assessment, handling client queries, sending invoices to clients, ensuring timely receipts and dispute resolution.

Activations Team (Service Recovery)

• Oct 2014 - Nov 2017

• Ensure open cases are escalated and shared daily to ensure I.T and other partners play their part in complaint resolution • Investigating and closing all Zicta complaints received across the Country within 7 days as regulated by the Communication Authority • Investigating and closing all shop complaints received across the country within the regulated time frame by the communication authority. • Responsible for handling customer complaints that come from the first line support by coordinating with IT department whose main objective is to reach customer satisfaction • Perform back office operations, activate accounts, process transactions • Analyzing various Products and services of the company and suggest for any changes or upgrades of the same according to the business’s development. • update existing customer information on the KYC GUI • Name correction for KYC related complaints • Ensure ZICTA customer complaints are resolved within the specified period provided by the regulatory board. • Working on Post paid number sim replacements, account activation and numbers activation. • Ensure Manual adjustment reports are sent on a Monthly basis for audit purposes to the Compliance and Revenue Assurance Team.

Supervisor

• 2012 - 2013