Amina Ally Chury
Dar es Salaam
Summary
Amina is a seasoned banker with hands-on experience over 9 years in banking operations specialized in Consumer Relations, Alternatives channel, Customer Support which includes Management of Call center and Complaints management. With a proven track record of delivering and improving Customer relations. A strategic thinker with the ability to create and implement winning corporate strategies, with the ability to adapt to complex situations and capable of developing market-level solutions to business problems. With a notable broad range of Operation initiatives while participating in strategy development, planning and implementation of new technology solutions in direct support of business objectives.
Overview
10
10
years of professional experience
Work History
Customer Support Coordinator
Selcom Microfinance Bank Tanzania Limited
Dar es Salaam
2016.06 - Current
- Manage a team of Customer Support Officers and Recovery call centre on their daily tasks
- Initiate, plan and conduct refresher trainings to CSO's, Ensure on-the-job training of CSOs
- Daily monitoring of compliance customer support policies and procedures
- Create the Customer Support Center vision for within the organisation, communicate it to employees and lead and motivate the team to achieve the vision
- Develop a Customer Support strategy which identifies the future direction of the use of technology within the organisation to drive efficiencies
- Implementation of Bank’s Strategy in close alignment with management of the Bank
- Participate on preparation, approval process and ensure compliance as per approved budget
- To ensure effective management of staff and resources promoting team building and collaborative working to deliver the corporate plan
- Reviewing the Job profile from time and ensure that they reflect the current roles in the department
- Establishes and maintains an appropriate departmental structure, incl
- Respective Job Profiles, Reassesses regularly whether the department disposes of the right skills and competencies to live up to the Banks’ strategic development
- Controls staff productivity and oversees their responsibilities as listed in Job Profiles
- Ensures all under-performing employees are managed so that performance improves or separation is managed according to local regulations
- Acts as a role model and mentor; actively promotes ethical work standards and the Banks’ code of conduct
- Ensuring compliance to Bank’s policies, standards and procedures as well as local legislation and regulations
- Implementation and control of internal Customer Support and Information Security standards, policies and procedures
- Establishment and development of Customer Support procedures, policies, and best practice approaches consistent with the Bank standards and local law
- Identifies key risk areas within Customer Support; sets indicators on how to control/monitor these risks
- Lead a team of well-trained customer service officers for managing calls
- Ensure all calls are handled in a timely manner
- Ensure cross-selling of Access Bank's products
- Complaints Handling and Resolution Management
- Ensure all clients inquiries and/or issues are solved within the framework set forth by Bank of Tanzania
- Review, coordinate and report on customer complaints with the responsible department such as Credit, Plastic cards
- Produce a Weekly, Monthly and quarterly reports outlining team's performance and growth
- Monitoring of Banks Social Media pages
- Managing of MB, AB, AML and Suspicious transactions
- Confirmation of Mobile banking modification requests
- Monitoring of banks SMS Alert
- Follow-up on the client until confirmation
- Accomplished to build up the call centre of the bank from 2016 - to now, as from recruitment process, interview and training of the Call centre agents
- Accomplished to build up the recovery call centre of the bank from 2019 - to now, as from selection process and training of the Recovery Call centre agents on the call center and customer service programs
Customer Support Officer
Selcom Microfinance Bank Tanzania Limited
Dar es Salaam
2015.04 - 2016.06
- Attending to calls both inbound and outbound
- Receiving complaints and timely reporting, escalating and closing of the raised complaints
- Attending to AML and suspicious transactions in Agency and mobile banking service
- Attend to suggestions/sms received through SMS support centre
- Attend to comments from both clients and non-clients on Selcom Microfinance Bank Official page in social media
Assistant Accountant
Durban Import and Export Company and Supermarket
Dar es Salaam
2014.12 - 2015.04
- Attend meetings to learn about new products and services, learn new skills, and receive technical assistance
- Ensure all files are kept in order
- Preparing payments for suppliers
- Preparation quarterly sales reports
- Preparing outstanding report for debtors
- Maintains operations by following policies and procedures; reporting needed changes
- Maintains customer confidence and protects operations by keeping information confidential
Education
Bachelor’s Degree - Banking and Finance
Institute of Finance Management (IFM)
01.2012
A-level - History, Geography and Language
Ruvu Girls High School
01.2009
O-level - English, Kiswahili, Mathematics, Business, Chemistry, Biology, History, Geography
Kisutu Girls Secondary School
01.2006
Skills
- Customer Service Management
- Team Leadership
- Communication
- Interpersonal skills
- Creative Problem Solving and Conflict Resolution
- Complaints Management
- Mentoring
References
- Nayan Gopal, Head of Technology & Operations, Selcom Microfinance Bank Tanzania Ltd., P.O. Box 95068, Dar es Salaam, +255 774 460 790, nayan.gopal@smfb.co.tz
- Elizabeth Phillip Magige, Senior Risk & Compliance Officer, UBX Tanzania Ltd., Plot 6, Lucy Lameck Street, Mikocheni, Dar es Salaam, +255713 655 797, elizabeth.magige@ubx.co.tz
- Zakhia Ally, Backoffice Supervisor, Selcom Microfinance Bank Tanzania Ltd., P.O. Box 95068, Dar es Salaam, +255 716 542 480, zakhia.ally@smfb.co.tz
Hobbies and Interests
- Networking Event participation
- Entrepreneurial projects
- Events organizing
- Stock market Investing
Languages
- Swahili
- English
Awards And Positions
- Certificate of Participation in the CUSTOMERS AT THE CENTER by GATEWAY ACADEMY (CGAP).
- Certificate of participation in the MANAGEMENT DEVELOPMENT PROGRAM.
- Chairman of Selcom Microfinance Bank Staff Welfare Fund from 2019 – 2023.
Languages
Swahili
First Language
English
Advanced
C1
Timeline
Customer Support Coordinator
Selcom Microfinance Bank Tanzania Limited
2016.06 - Current
Customer Support Officer
Selcom Microfinance Bank Tanzania Limited
2015.04 - 2016.06
Assistant Accountant
Durban Import and Export Company and Supermarket
2014.12 - 2015.04
Bachelor’s Degree - Banking and Finance
Institute of Finance Management (IFM)
A-level - History, Geography and Language
Ruvu Girls High School
O-level - English, Kiswahili, Mathematics, Business, Chemistry, Biology, History, Geography
Kisutu Girls Secondary School