Experience

MultiChoice Tanzania

• Tanzania
• Broadcast Media Production and Distribution
• 1 - 100 Employee

• Head of Customer Experience and Care

  • Aug 2022 - Present

• Contact Centre Manager

  • Jan 2018 - Jul 2022

  Offer effective leadership to the Call Centre and allied sections teams with a view of surpassing set metrics and exceeding customer expectations. Project a professional company image through various contact interaction points (phone, email, social media, walk-ins centres and one on one).



Multichoice Tanzania LTD

• Dar Es Salaam

• Contact Centre Manager

  • Jan 2018 - Jul 2022

  Offer effective leadership to the Call Centre and allied sections teams with a view of surpassing set metrics and exceeding customer expectations. Project a professional company image through various contact interaction points (phone, email, Social media, walk-ins centres and one on one). Offer effective leadership to the Call Centre and allied sections teams with a view of surpassing set metrics and exceeding customer expectations. Project a professional company image through various contact interaction points (phone, email, Social media, walk-ins centres and one on one).



Millicom - Tigo Tanzania

• Dar es salaam

• Contact Centre Operation & System Support

  • Jul 2015 - Jan 2018

  In charge of overseeing Call Centre Operation. Working hand in Hand with a vender (Outsourcing company handling Tigo Call Centre). Make sure that all KPIs are met and customers are satisfied with our service as per agreement. In charge of overseeing Call Centre Operation. Working hand in Hand with a vender (Outsourcing company handling Tigo Call Centre). Make sure that all KPIs are met and customers are satisfied with our service as per agreement.



Millicom (Tigo)

• Dar es Salaam - Tanzania

• Business Intelligence Analyst, COP’s.

  • Jul 2015 - Dec 2017

  Responsible for gathering, analyzing and presenting data in a professional easy to understand business format with trends, gaps and proposed improvement recommendations to enable different customer operations units to be data centric to drive performance. Responsible for gathering, analyzing and presenting data in a professional easy to understand business format with trends, gaps and proposed improvement recommendations to enable different customer operations units to be data centric to drive performance.



Airtel Tanzania

• Telecommunications
• 700 & Above Employee

• Senior Process Trainer and Quality Assurance support

  • Apr 2014 - Jun 2015

  • Preparing Training module for New Hiring staff and upgraded staff based on Client process, Product and Procedures. • Preparing Training schedule/Callender for upskilling staff • Identfify training needs based on current Customer and Market dynamics by ensuring all staff are upskilled and updated with all internal proces and External factors. • Analysing and Suggest to client product modification, price influence, Market competion and highlight customer perception on Comany brand through Market visit. • Preparing and excuting hiring procedure for new staff. • Improving customer experiance and Satisfaction through internal CSAT. • Identify, Analyse and find top call issue which lead customer makes calls to call center on a daily basis. • Evaluating and identify Quliaty delivery at Call center. • Identifying opportunity area to improve Quality of Services offered to customer from contact center • Internal project analysis, Monitoring and Evaluation in Quartely basis. Show less



Airtel Tanzania

• Telecommunications
• 700 & Above Employee

• Senior Trainer

  • 2012 - 2014

  • Creates and produces course materials and documentation using outside resources as needed to foster learning and skill development. • Identifies useful metrics for identifying training needs • Responsible for communicating safety related issues to all levels of the Program. • Evaluates written safety and training programs and policies on a regular basis, recommends changes and oversees the implementation of those changes. • Managing special projects within the training team as assigned. • Develops & maintains contact with internal customers to ensure training & documentation needs are effectively met; proactively consult w/ KP management to determine needs & effect appropriate solutions. • developing training materials • Designs & develops curriculum including learning objectives, training plans, trainer notes, exercises, handouts, review activities, & audio-visual aids. • Develops training curriculum for new application as well as systems enhancements. • Performs other duties as directed. Show less