CV Profile No.120965

Experience in the following industries :

• Banking, insurance, finance
• Call centers, hotlines
• IT, software engineering, Internet
• Marketing, communication, media
• Quality, methods

Professional experience

• Sales Lead
• Nanovas Tanzania Limited - (Digicash)
• Since 01.2023
• ● Successfully leading a dynamic sales team in the fintech sector, consistently exceeding quarterly revenue targets by an average of 27.5%. ● Implementing strategic sales plans that have resulted in a 30% increase in customer acquisition within the first year of tenure. ● Developing and maintaining strong relationships with key clients, resulting in a 18% increase in upsell and cross-sell opportunities. ● Introduced innovative sales training programs that enhanced the team's product knowledge and sales skills, contributing to a 32% improvement in overall team performance. ● Collaborating with cross-functional teams in identifying market trends, leading to the launch of two new products that generated an additional of 40% in annual revenue. ● Initiating and nurturing strategic partnerships with industry influencers, expanding the company's market reach and driving a 46% increase in inbound leads.

• Sales Manager
• Nanovas Tanzania Limited - (Digicash)
• 01.2022 - 12.2022
• ● Successfully steered a team of 29 sales officers operating both on the field and through cold calling ● Spearheaded a comprehensive sales strategy overhaul, resulting in a 25% boost in overall team productivity. ● Introduced a customer-centric approach, leading to a 23% increase in customer satisfaction scores and a 20% decrease in customer churn. ● Consistently ranked as a top-performing sales manager, achieving recognition for surpassing monthly and quarterly targets consistently.

• Assistant Manager Customer Support
• Nanovas Tanzania Limited - (betPawa)
• 01.2021 - 12.2021
• ● Successfully managed a team of more than 23 customer support representatives offering support in 9 African countries, achieving a 15% improvement in team productivity through targeted coaching and performance management. ● Assisted in resource planning, including workforce management, and ensuring adequate staffing levels to meet customer demand and maintain company's service standards. ● Introduced a proactive approach to customer engagement, leading to a 25% increase in customer satisfaction scores within the first six months. ● Implemented data-driven decision-making processes, resulting in a10%decrease in customer complaints and a 20% increase in overall service quality. ● Developed and maintained strong relationships with key clients, resulting in a 30% increase in customer retention and loyalty. ● Collaborated with cross-functional teams to identify and address system inefficiencies, reducing down time by 20% and improving overall service reliability.

• Customer Support Coach
• Nanovas Tanzania Limited - (betPawa)
• 01.2020 - 12.2020
• ● Implemented the company's Customer Support Representatives training programs to enhance skills and boost the overall company's CSAT. ● Provided Customer Support Trainings to 100+ Customer Support Representatives cross 9 African countries ● Collaborated with the technical and management teams in identifying and addressing recurring customer issues, reducing escalations by 20%. ● Spearheaded the implementation of a customer support training program, resulting in a 20% improvement in first-contact resolution and a 15% reduction in average handling time. ● Conducted training needs assessment to help identify any skill gap within the team based on the documented representative's metrics and away of addressing it.

• Customer Support Supervisor
• Nanovas Tanzania Limited - (betPawa)
• 01.2019 - 12.2019
• ● Supervised a team of 23 Customer Support Representatives offering support in 9 African countries while ensuring high-quality service delivery. ● Documented and monitored Customer Support metrics i.e QRT, FRT and CSAT to improve team performance and customer satisfaction. ● Documented, resolved and/or escalated Customer Support Representatives intra-team Conflicts. ● Implemented a knowledge-sharing initiative, resulting in a 30% improvement in overall team product knowledge and a 20% decrease in escalations. ● Conducted regular team meetings to address challenges and foster collaboration, contributing to a positive team culture and improvement in team morale.

• Customer Support Representative
• Nanovas Tanzania Limited - (betPawa)
• 01.2018 - 12.2018
• ● Provided customer support in 9 African countries for a year cross multiple channels i.e. calls, chats and emails while maintaining exceptional customer support and company's target support metrics ● Achieved and consistently exceeded monthly KPIs, showcasing a commitment to delivering high-quality customer service. ● Maintained a 95% customer satisfaction rating through effective problem-solving and empathetic communication. ● Successfully resolved complex customer issues, contributing to a 20% reduction in escalated cases and an improvement in overall customer loyalty. ● Collaborated with cross-functional teams to share customer feedback, leading to product improvements and enhanced customer experience. ● Documented and/or escalated all customer's queries in a CRM software for managing customer interactions and track support cases