Experienced Customer Relations /Admin



My names are Joan John Ngatulile. I am a Tanzanian young woman aged 29. I hold a Post Graduate Diploma in Economic Diplomacy and Consular Practices from the Centre for Foreign Relations and a Bachelor degree in Business Administration (BBA-Marketing) from St. Augustine University of Tanzania (SAUT).

Kindly accept this e-mail as my application for a job in your good organization in areas of Customer service and relationship Management, Operations Management or general business administration as it may be available to suit your requirements.

I am a hard working and hands-on administrator who enjoys developing and motivating people to excel at work, and contribute to achievement of organizational goals and performance. In my current position I am responsible for managing a workforce of 200 call centre agents.

I am confident that my experience, skills and qualifications will be a great asset to your company’s environment. From me, you can expect a strong work ethic, total dedication to the job and a high degree of professionalism. I am immediately available for interview to discuss your requirements and how I will add value.

Thank you in advance for considering my application. I look forward to hearing from you soon. Please find my CV attached for your review.

Yours sincerely


P.O. Box 11440, Dar es Salaam

Date of Birth : 27th April, 1988
Place of Birth : Dar es Salaam
Nationality : Tanzanian
Sex : Female
Marital Status : Single
Residence : Dar es Salaam

2010-2011 : Post Graduate Diploma in Economic Diplomacy and Consular Practices
Centre for Foreign Relations

2007-2010 : Bachelor of Business Administration (BBA, Marketing)
St. Augustine University of Tanzania (SAUT)

2005-2007 : Advanced Certificate of Secondary Education (ACSE)
Arusha Secondary School

2001-2004 Certificate of Secondary Education (CSE)
St. Marygorethi Secondary School

1994-2000 Certificate of Primary Education (CPE)
St. Mary’s International School

July, 2013 to date iSON BPO Tanzania Ltd
(iSON BPO is a leading Business Process Outsourcing firm, with a strong
focus in Sub-Saharan Africa with presence in 19 countries)
Position: Workforce Planner
Main responsibility:
My main responsibility is to ensure that call centre agents perform at optimum to meet service level targets based on clients’ requirements. I achieve this by making sure that the call centre is staffed with a competent, productive, knowledgeable and motivated workforce..
Other duties and responsibilities:
• Conducting daily Walk, Observe, Communicate (WOC) floor management
• Planning and scheduling monthly staff roster for call centre agent to ensure availability and effectiveness
• Ensuring service levels and targets are being met by call centre agents
• Ensuring maximum utilization of call centre capacity based on client targets
• Monitoring and evaluating performance of the workforce team
• Conducting performance appraisal of call centre team members
• Identifying performance gaps of staff and recommending remedial training
• Preparing monthly reports on performance of call centre agents
• Developing and nurturing workforce management skills among staff
• Conducting training needs assessment for call centre agents
• Preparing and administering staff training sessions to improve service levels
• Preparing and administering staff remuneration plan and incentives
• Handling staff welfare issues e.g. overtimes, night shift and leaves
• Liaising with the Finance Department in preparation of monthly staff payroll
• Leading staff brainstorming sessions to improve performance and profitability
• Making suggestions to management on how to improve service levels
Mar, 2011 - June, 2013 iSON BPO Tanzania Ltd
Position: Workforce Executive
Main responsibility:
• Monitoring and managing Service Levels and Answer Rates
• Acting on behalf of workforce planner in his/her absence
• Skilling and re-skilling of customer queues to different call centre agents
• Actively participating in strategic business planning and implementation
• Interacting with call centre agents through daily briefings
• Tracking daily attendances and deviation of all call centre agents
• Preparing daily attendance and adherence reports for each call centre shift
• Preparing hourly cumulative service level and performance reports
• Maintaining and updating the employee master database on a weekly basis
• Live barging of calls for agents to ensure quality of customer service offered
• Making suggestions to management on ways to improve performance
• Tracking service level Key Performance Indicators of all call center agents (KPIs: calls offered, calls answered, average handling time & connect minutes)
Sep, 2010 - Feb, 2011 Airtel Tanzania
Position: Customer Care Representative
Main responsibility:
• Receiving and attending to customer queries over the phone
• Establishing reports with customer and identify their needs or problems
• Providing customers with information on various products and services
• Undertaking KYC activities through number registration process
• Up-selling and gross selling of various products and services offered
• Recommending product and price options to meet customer needs
• Referring customers with unresolved queries to other departments
• Liaising with technical staff to find solutions to customer problems
• Actively following up to ensure that all customer queries are resolved
• Implementing customer retention strategies to retain valued customers
July, 2009 - Oct, 2009 National Microfinance Bank (NMB)
Position: Customer Service Attendant (Field Training)
Duties and responsibilities:
• Handling customer queries on their accounts or other NMB products
• Selling, cross-selling and up-selling various products offered by NMB
• Assisting customers to fill forms for opening new bank accounts
• Opening new bank accounts and re-activating dormant accounts
• Preparing bank statements as requested by customers
• Assisting customers with documents needed for processing loans
• Handling requests for new and replacement ATM cards
• Registering customers with NMB mobile banking service

• Excellent interpersonal, analytical, team work, organizational and supervisory skills
• Capable of building strong customer relationships through rapport and interaction
• Ability to work in a busy and multi-tasking customer-facing work environment
• Excellent customer care, client engagement, listening and problem solving skills
• Ability to sell products and services by using a consultative sales approach
• Ability to go extra mile and use own initiatives to solve problems with creative solutions
• Rigorous approach to detailed work requiring clear understand of commercial drivers
• Excellent, confident communicator with ability to convey complex information in articulate manner
• Excellent people management, supervisors, facilitating and decision-making skills
Very conversant with Microsoft Office suite applications (Word, Excel, Internet, Power Point)

June, 2013 First Time Managers
Conducted by: iSON BPO Tanzania Ltd

May, 2011 Ethics at Working Environment
Conducted by: Airtel Centum

April, 2011 Diplomatic and Consular Practices
Conducted by: Centre for Foreign Relations (CFR)

Sep, 2010 Effective Customer Service
Conducted by: Airtel Tanzania

NB: References upon request