ADELAIDA THEODATH LYIMO
Arusha
Summary
Customer operations professional with experience leading quality assurance, monitoring KPIs, and coordinating escalations across support teams. Known for improving service quality, strengthening team performance, and using incident data to support faster resolution and better customer outcomes.
Overview
1
1
Certification
13
13
years of professional experience
Work History
Senior Incident Management Specialist
Indrive
Arusha
11.2022 - Current
- Analyzed incident data to recommend improvements in resolution quality and minimize recurring issues.
- Coordinated escalations with support operations and engineering teams during major incidents.
- Handled triage for ride-hailing platform issues across customer and driver channels.
- Documented incident details in ticketing systems and internal logs to maintain accurate records.
- Facilitated conflict resolution for user requests in the admin panel to enhance user experience.
Quality Analyst & Supervisor
D-Light Solar with Erolink Ltd
Arusha
09.2020 - 10.2022
- Overall purpose: Audited the quality of outbound and inbound calls in the D-light call center; coordinated quality assurance programs and developed quality control procedures to meet customer demands.
- Key Achievements:
- Established key process indicators (KPI's) and implemented preventive and corrective actions to eliminate the root causes of poor quality and delivery problems.
- Tracked and reported department quality metrics clearly and concisely for senior management to use for performance reviews and bonus recommendations.
- Communicated directly with customers via the Call Centre to ensure a pleasant, productive, and memorable purchasing experience, and mediated any situations that may have escalated.
Quality Assurance Analyst.
Vodacom Tanzania Ltd with Erolink Ltd
Arusha
09.2019 - 06.2020
- Overall purpose: Hired to manage the Quality Assurance function whereby I provided reports on the quality of services given to the customer and other call center reports on performance. Challenged to recuperate customer satisfaction for a company that was having critical quality issues and delivery problems.
- Key Achievements:
- Increased personal sales goals from 10% to nearly 80% during 2019-2020 with consistent effort and regular meetings with the customer service manager.
- Partnered with management to drive business processes, improving the efficiency of Call Centre by 40%.
Customer Care Agent
Vodacom Tanzania Ltd with Erolink & Ison Bpo Agents
Arusha
09.2015 - 08.2019
- Overall Purpose: Managed and directed all aspects of incoming call center operations; managed and resolved customer complaints and escalating difficult queries to back office for resolution; handled customer Financial Transactions.
- Key Achievements.
- Responded to 60 customer calls daily to address inquiries and provide assistance.
- Established rapport and trust with clients and colleagues, contributing to call center's profitability and effectiveness.
- Monitored calls to ensure quality standards, minimize errors, and track performance metrics.
Sales & Administration Officer
Tai Five Bureau Exchange & Hotel
07.2013 - 05.2015
- Processed bureau exchange transactions and managed hotel sales administration records to ensure accurate financial reporting.
- Coordinated guest billing, invoices, and payment documentation to streamline operations across departments.
- Responded to customer inquiries regarding services and products offered. regarding exchange services and hotel bookings.
- Handled incoming calls from customers regarding inquiries or complaints related to products and services sold by the organization.
Education
Bachelor Degree - Business Administration
St. Augustine University of Tanzania -(SAUT)
Mwanza, Tanzania01-2013
Certificate - Health Administration
St. Augustine University of Tanzania -(SAUT)
Mwanza, Tanzania01-2010
Advanced Certificate of Secondary Education, ACSEE -
Mukidoma High School
Arusha, Tanzania01-2009
Skills
- Incident detection
- Customer Relationship Management Software (CRM)
- Quality Assurance Management
- Service Quality Management
- Problem solving
- Negotiation skills
- Customer support
- Client Communication
- Business Administration
- Conflict resolution
- Communication skills
- Incident detection
LANGUAGES
English (Full proficiency), Swahili (Native speaker).
AWARDS & RECOGNITIONS
- Africa Inner Drive Award winner for 2024 - awarded a certificate for good performance for the Africa team in 2024
- Best Quality Analyst of the year 2020-2021; awarded the best quality analyst for outstanding performance in the year 2020/2021
- Vodacom Directors' Recognition Awards 2019, recognized by the Management as the best employee of the year for outstanding performance for the year 2018/2019
- Ison Top Talent Award (APEX) 2018, Awarded a certificate of recognition in March 2019 for exemplary performance during the year 2018
- Excellent Call During Customer Service Week, October 2017, Awarded a certificate of appreciation for an excellent call during Customer Service Week.
- Employee of the Month nominee, December 2016- February 2017. Achieved recognition for being nominated two times as the employee of the month among my fellow employees. This is because of my dedication and the good work I performed to make our customers happy and smile.
Declaration:
I Adelaide Theodath, certify that the information in this CV is true and accurate to the best of my knowledge. Signature............................................................... Date:28th November,2026.
Certification
- COPC - High Performance Management Techniques Training
Timeline
Senior Incident Management Specialist
Indrive
11.2022 - Current
Quality Analyst & Supervisor
D-Light Solar with Erolink Ltd
09.2020 - 10.2022
Quality Assurance Analyst.
Vodacom Tanzania Ltd with Erolink Ltd
09.2019 - 06.2020
Customer Care Agent
Vodacom Tanzania Ltd with Erolink & Ison Bpo Agents
09.2015 - 08.2019
Sales & Administration Officer
Tai Five Bureau Exchange & Hotel
07.2013 - 05.2015
Bachelor Degree - Business Administration
St. Augustine University of Tanzania -(SAUT)
Certificate - Health Administration
St. Augustine University of Tanzania -(SAUT)
Advanced Certificate of Secondary Education, ACSEE -
Mukidoma High School