Experienced Customer Relations /Admin

Description

Greetings

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
Joan

CURRICULUM VITAE

JOAN NGATULILE
P.O. Box 11440, Dar es Salaam

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

EDUCATION BACKGROUND:
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

WORK EXPERIENCE
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

TRANSFERABLE SKILLS AND ABILITIES
• 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
COMPUTER SKILLS
Very conversant with Microsoft Office suite applications (Word, Excel, Internet, Power Point)

SEMINARS/WORKSHOPS ATTENDED:
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