Experience

Alpha Digital Support

• Tanzania
• IT Services and IT Consulting
• 1 - 100 Employee

• Head Of Customer Support

  • Sep 2021 - Present

  Dar es Salaam, Tanzania https://alphadigital.cc iGaming Customer Support Outsourcing Company. Support Different Brands around the world, Currently work with LATAM,India,Turkey,Canada and German Markets. Service which provided Inbound Support Eg: Live chats, Incoming Calls, Emails, & Messenger Outbound Service Eg: Activation, Retention, Survey and pulls. Social Media Management Eg: Facebook, Community Channels, and Instagram. Current Brands: - 9winz.com -… Show more https://alphadigital.cc iGaming Customer Support Outsourcing Company. Support Different Brands around the world, Currently work with LATAM,India,Turkey,Canada and German Markets. Service which provided Inbound Support Eg: Live chats, Incoming Calls, Emails, & Messenger Outbound Service Eg: Activation, Retention, Survey and pulls. Social Media Management Eg: Facebook, Community Channels, and Instagram. Current Brands: - 9winz.com - India -PinUpCasino.com - India& Brazil -Megapari.com - India,Turkey & Brazil -Mychip.io - India -4rabet.com - India Show less



NDA

• Customer Support Consultant - iGaming

  • Sep 2021 - Sep 2022

  Dar es Salaam, Tanzania



Parimatch Africa

• Tanzania
• Entertainment Providers
• 1 - 100 Employee

• Customer Support Manager

  • Sep 2020 - Sep 2021

  Tanzania • Improve customer service experience, create engaged customers, and facilitate organic growth • Take ownership of customer’s issues and follow problems through to resolution • Set a clear mission and deploy strategies focused toward that mission • Develop service procedures, policies, and standards • Keep accurate records and document customer service actions and discussions • Analyses statistics and compile accurate reports • Recruit, mentor, and… Show more • Improve customer service experience, create engaged customers, and facilitate organic growth • Take ownership of customer’s issues and follow problems through to resolution • Set a clear mission and deploy strategies focused toward that mission • Develop service procedures, policies, and standards • Keep accurate records and document customer service actions and discussions • Analyses statistics and compile accurate reports • Recruit, mentor, and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment • Keep ahead of developments and apply best practices to areas of improvement • Control resources and utilize assets to achieve qualitative and quantitative targets • Maintain an orderly workflow according to priorities

• Customer Support Team Lead

  • Jan 2020 - Sep 2020

  Tanzania  Develop, Manage, Monitor and evaluate service quality standards across with the objective of improving customer service delivery and implement mechanisms, processes, tools and innovation.  Provide information regarding the PariMatch Tanzania products and services to our customers, handle any inquiries and resolve customer complaints, including protecting the Company image and contributing to the achievement of overall goals and objectives.  Enhancing the policies and propose solutions… Show more  Develop, Manage, Monitor and evaluate service quality standards across with the objective of improving customer service delivery and implement mechanisms, processes, tools and innovation.  Provide information regarding the PariMatch Tanzania products and services to our customers, handle any inquiries and resolve customer complaints, including protecting the Company image and contributing to the achievement of overall goals and objectives.  Enhancing the policies and propose solutions to customer problems, and also possess in-depth knowledge of the company’s products/services so that the customers can be correctly informed.  Manage the day-to-day customer Service operation activities, including responsibility for service quality, efficiency, people and customer survey within the unit as well as becoming the highest point of contact / escalation for external clients for professional advice, inquiries, complaints, resolving of discrepancies  Provide splendid customer services to customers in a friendly and courteous manner at all times  Ensure compliance to all the PariMatch Tanzania policies and procedures, code of conduct and regulatory guidelines within the process of discharging duties  Act and inform management on customer service risks which might result into the reputation customer experience  Suggest effective ways through which can promote its products and services and increase customer satisfaction  Participate in marketing and awareness campaigns to create an enlarged customer base  Conduct periodical meeting with other team mates to discuss possible improvements to customer service in all service touch points.  Establish and promote cordial relationship with customers, ensuring prompt attendance to their inquiries and solving their problems to grant them maximum satisfaction.  Ensure that customers’ confidential information is properly protected and only used for official purposes.

• Retail Manager

  • May 2019 - Jan 2020

  Dar es salaam Tegeta,tanzania  Figurehead – As a manager, I have social, ceremonial and legal responsibilities. I expected to be a source of inspiration. People look up to me as a person with authority, and as a figurehead. Leader – This is where I provide leadership for my team, my department or perhaps my entire organization; and its where am manage the performance and responsibilities of everyone in the group. Liaison – I must communicate with internal and external contacts. I need to be able to network… Show more  Figurehead – As a manager, I have social, ceremonial and legal responsibilities. I expected to be a source of inspiration. People look up to me as a person with authority, and as a figurehead. Leader – This is where I provide leadership for my team, my department or perhaps my entire organization; and its where am manage the performance and responsibilities of everyone in the group. Liaison – I must communicate with internal and external contacts. I need to be able to network effectively on behalf of Parimatch Tanzania organization.  The managerial roles in this category involve processing information.  Monitor – In this role, I regularly seek out information related to my organization and industry, looking for relevant changes in the environment. I also monitor my team, in terms of both their productivity, and their well-being.  Disseminator – This is where I communicate potentially useful information to my colleagues and my team.  Spokesperson – I represent and speak for Parimatch Tanzania organization as manager. In this role, am responsible for transmitting information about my organization and its goals to the people outside.  Entrepreneur – As a manager, I create and control change within the organization. This means solving problems, generating new ideas, and implementing them.  Disturbance Handler – When My organization or team hits an unexpected roadblock, it's my duty to take charge. I also need to help mediate disputes within it.  Resource Allocator – I'll also need to determine where organizational resources are best applied. This involves allocating funding, as well as assigning staff and other organizational resources.  Negotiator – I may be needed to take part in, and direct, important negotiations within my team, department, or organization.

• Retail Manager

  • May 2019 - Jun 2019

  pwani chalinze,tanzania  Figurehead – As a manager, I have social, ceremonial and legal responsibilities. I expected to be a source of inspiration. People look up to me as a person with authority, and as a figurehead. Leader – This is where I provide leadership for my team, my department or perhaps my entire organization; and its where am manage the performance and responsibilities of everyone in the group. Liaison – I must communicate with internal and external contacts. I need to be able to network… Show more  Figurehead – As a manager, I have social, ceremonial and legal responsibilities. I expected to be a source of inspiration. People look up to me as a person with authority, and as a figurehead. Leader – This is where I provide leadership for my team, my department or perhaps my entire organization; and its where am manage the performance and responsibilities of everyone in the group. Liaison – I must communicate with internal and external contacts. I need to be able to network effectively on behalf of Parimatch Tanzania organization.  The managerial roles in this category involve processing information.  Monitor – In this role, I regularly seek out information related to my organization and industry, looking for relevant changes in the environment. I also monitor my team, in terms of both their productivity, and their well-being.  Disseminator – This is where I communicate potentially useful information to my colleagues and my team.  Spokesperson – I represent and speak for Parimatch Tanzania organization as manager. In this role, am responsible for transmitting information about my organization and its goals to the people outside.  Entrepreneur – As a manager, I create and control change within the organization. This means solving problems, generating new ideas, and implementing them.  Disturbance Handler – When My organization or team hits an unexpected roadblock, it's my duty to take charge. I also need to help mediate disputes within it.  Resource Allocator – I'll also need to determine where organizational resources are best applied. This involves allocating funding, as well as assigning staff and other organizational resources.  Negotiator – I may be needed to take part in, and direct, important negotiations within my team, department, or organization.

• Cashier

  • Aug 2018 - Apr 2019

  iringa,tanzania  Greeting customers, taking money and accepting bets.  Making payments to those who win.  Updating the display boards that show current betting opportunities.  Overseeing the betting terminals.  Keeping the counter area clean and tidy.  Balancing the takings at the end of the day.  Dealing with customers in a socially responsible way.  Being alert to any potential fraud, underage gambling or other illegal activity, and taking action to prevent it.  Providing a… Show more  Greeting customers, taking money and accepting bets.  Making payments to those who win.  Updating the display boards that show current betting opportunities.  Overseeing the betting terminals.  Keeping the counter area clean and tidy.  Balancing the takings at the end of the day.  Dealing with customers in a socially responsible way.  Being alert to any potential fraud, underage gambling or other illegal activity, and taking action to prevent it.  Providing a good customer care.  Good utilizing of resource  To engage on marketing activities with Marketing Department.



premier betting

• cashier

  • May 2015 - Oct 2015

  morogoro Tanzania  Greeting customers, taking money and accepting bets.  Making payments to those who win.  Updating the display boards that show current betting opportunities.  Overseeing the betting terminals.  Keeping the counter area clean and tidy.  Balancing the takings at the end of the day.  Dealing with customers in a socially responsible way.  Being alert to any potential fraud, underage gambling or other illegal activity, and taking action to prevent it.  Providing a… Show more  Greeting customers, taking money and accepting bets.  Making payments to those who win.  Updating the display boards that show current betting opportunities.  Overseeing the betting terminals.  Keeping the counter area clean and tidy.  Balancing the takings at the end of the day.  Dealing with customers in a socially responsible way.  Being alert to any potential fraud, underage gambling or other illegal activity, and taking action to prevent it.  Providing a good customer care.  Good utilizing of resource  To engage on marketing activities with Marketing Department. Show less