Arafa Mdope
Dar Es Salaam
Summary
Accomplished Executive with a proven track record in the Service Industry. Excelled in enhancing service delivery through project coordination, client care and achieving significant improvements in product performance. Skilled in fostering customer engagement and solving complex problems, ensuring project success and client satisfaction.
Overview
14
14
years of professional experience
Work History
EXECUTIVE PROJECT COORDINATOR
SIE ENTERPRISES LIMITED
09.2023 - Current
- Provide administrative support to the executive team, including scheduling meetings and managing calendars.
- Research and evaluate potential suppliers to determine most cost-effective solutions.
- Negotiate pricing and contracts.
- Coordinated internal resources and third parties and vendors for the flawless execution of projects.
- Monitor the progress of projects to ensure that deadlines are met within budget limits.
- Ensure the timely delivery of supplies to the project sites.
- Analyze data to identify trends in project performance, and report findings to the management team.
- Maintain records of all project deliverables and documents throughout the life cycle of each project.
- Communicated regularly with clients regarding changes in the timeline or scope of work due to unforeseen circumstances.
- Draft correspondence such as proposals, contracts, and invoices related to various projects.
CUSTOMER RELATIONS & SUPPORT EXECUTIVE
AFRITRACK
09.2018 - 03.2023
- Resolving between 20 and 50 customer queries per day.
- Managing 5,367 devices for a fleet of 292 clients.
- Channeling queries and technical challenges to the respective departments, and providing feedback to clients.
- Co-creating, reviewing, and updating of SLAs and SOPs across departments.
- Populating MIS reports and keeping the Management and Technical teams abreast of device patterns, performance, and client experience.
- Updating customers on new functionalities and coordinating training for their teams.
- Continuous improvement: chair weekly operational meetings.
- Built strong relationships with customers by responding promptly to their inquiries.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Prepared reports summarizing customer feedback and challenges.
- Worked closely with the management team in setting up goals for enhancing the overall quality of service provided by the organization.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Created annual surveys and gathered data from customers regarding product development needs.
SALES ASSISTANT
COLLECTOR'S CORNER
11.2015 - 03.2016
- Sold variety of stones and jewelry
- Monitored daily sales records and maintained client database
- Managed files and inventory
- Handled client correspondence and queries
- Liaised with suppliers
SALES & MARKETING ASS.
THE TANZANITE EXPERIENCE
04.2013 - 01.2015
- Provided educational tours on the discovery and history of Tanzanite stone.
- Advertised to 5-star hotels, embassies, and tour operators.
- Engaged with clients during the entire product purchase.
- Average sales between $200 and $300 against the target.
- Reported on monthly sales to management.
- Processed paperwork, invoices, and booking confirmations.
- Rotated between three branches on a quarterly basis across Dar and Arusha, including The Manor.
- Arranged corporate events to promote the museum.
- Liaised correspondence between suppliers and the Procurement team.
- Took meeting minutes.
ADMINISTRATIVE SUPPORT ASSISTANT
LOTUS CREATIVE CONCEPTS
05.2011 - 12.2011
- Greeted and welcomed customers to office premises
- Handled petty cash
- Coordinated management's calendars and schedules
- Maintained and updated client database
Education
CABIN CREW TRAINING - Principles of flights and aviation terminologies, Air law and safety policy, emergency equipment and procedures
Air Zara
01.2010
HIGH SCHOOL CERTIFICATE -
Laureate International School
01.2008
Skills
- Client care and experience
- Service delivery
- Stakeholder Management
- Product Performance Analysis
- Strong interpersonal skills
- Customer engagement
- Microsoft Office expertise
- Problem-solving
- Order Fulfillment
- Shipping and receiving
- Customer Inquiry Management (CIM)
References
- Ashraf Mukri - General Manager, Afritrack. Email Addresss: ashraf@afritrack.com Phone Number: 0655310582.
- Suhail Sheriff - Managing Director, Afritrack. Email Address: suhail@afritrack.com Phone Number: 0786 779 995.
- Reno Sideras, Managing Director, Collector's Corner. Phone Number: 0754/784 335 445 Email Address: renosideras@gmail.com
- Catherine Lloyd, Former Marketing Manager, Tanzanite Experience. Email Address: catherinelloyd321@gmail.com
Volunteer Experience
- Stanford Seed Class of 2019: Provided support and coordination to Leadership on design thinking, Data collection, Concept/Mind mapping.
Languages
Swahili
First Language
Swahili
Proficient (C2)
C2
English
Proficient (C2)
C2
Affiliations
- Singing
- Sketching
- Traveling
- Animal lover
Timeline
EXECUTIVE PROJECT COORDINATOR
SIE ENTERPRISES LIMITED
09.2023 - Current
CUSTOMER RELATIONS & SUPPORT EXECUTIVE
AFRITRACK
09.2018 - 03.2023
SALES ASSISTANT
COLLECTOR'S CORNER
11.2015 - 03.2016
SALES & MARKETING ASS.
THE TANZANITE EXPERIENCE
04.2013 - 01.2015
ADMINISTRATIVE SUPPORT ASSISTANT
LOTUS CREATIVE CONCEPTS
05.2011 - 12.2011
CABIN CREW TRAINING - Principles of flights and aviation terminologies, Air law and safety policy, emergency equipment and procedures
Air Zara
HIGH SCHOOL CERTIFICATE -
Laureate International School
Similar Profiles
Seul Ki ChaeSeul Ki Chae
General Music Teacher (K7 to Grade 8) at SIE CentralGeneral Music Teacher (K7 to Grade 8) at SIE Central
Sharon BledsoeSharon Bledsoe
PCA at At Your Sie Home CarePCA at At Your Sie Home Care
Mohammad RashedMohammad Rashed
TEST & Evaluation Management / Mechanical Engineer- Test at US. Army TACOM / TARDEC (RDTA-SIE-EA-PST-TET) / DEVCOM-GVSCTEST & Evaluation Management / Mechanical Engineer- Test at US. Army TACOM / TARDEC (RDTA-SIE-EA-PST-TET) / DEVCOM-GVSC