Asnath H. Mtawali
Dar es salaam
Summary
Dynamic Customer Support Supervisor at Parimatch International with a proven track record in team leadership and data analysis. Expert in enhancing customer satisfaction and achieving performance goals through effective problem-solving and service monitoring. Committed to fostering a positive team environment while driving operational excellence.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Support Supervisor
Parimatch International
09.2021 - Current
- Assisting and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
- Preparing reports and analyzing data to assist management as they determine call center goals.
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
- Measuring performance with key metrics such as call missed chats.
- Checking the wait time for customers on hold to make sure they are not waiting unreasonable lengths of time.
Customer Support Representative
Parimatch International
08.2020 - 09.2021
- To handle dissatisfied customers in a polite way.
- Direct services to the customer’s queries.
- Handle customer’s complaints; provide alternate solutions and alternatives within the time limits.
- Keep records of customer interactions, process customer accounts and file documents.
- Follow the communication procedures, guidelines and policies. Taking the extra mile to engage customers.
Customer Support Representative
Parimatch Africa
08.2019 - 07.2020
- Handling customers queries and provide consultation.
- Activating and Retaining customers by making calls making them aware of our product.
- Providing consultation while making sure as a team we are meeting target as well as SLA.
Cashier in Retail Shops
Parimatch Sports betting Company
Mwanza
08.2018 - 08.2019
- Preparing daily reports.
- Attending clients.
- Customer support.
- Meet daily sales targets.
- Activating and Retaining customers.
Social Counselor Intern
Relief to Development Society (REDESO)
01.2016 - 12.2016
- Conducting meeting with beneficiaries of the project and discuss their challenges and provide resolutions.
- Making sure beneficiaries are in good and living safe conditions.
- Making follow up on sick beneficiaries making sure they are diagnosed and well taken care of.
Street Executive Officer
Local Government
01.2012 - 12.2012
- Oversee all operation in streets.
- Plan and supervise local events.
- Assured community meets their target.
- Assuring community well being and initiate community intervention for the development of street and Mkwawa ward at large.
Education
Bachelor degree - community development with bias project planning and management
Tengeru Institute of Community Development
01.2017
Diploma - community development
Kaps institute of Community Development
01.2014
Certificate - community development
Community Development Training Institute- RUAHA
01.2012
O- Level -
Jangwani Girls Secondary School
01.2010
Primary -
Turiani Primary School
01.2006
Skills
- Team leadership
- Problem solving
- Crisis management
- Data analysis
- Customer care skills
- Service monitoring and evaluation
- Computer application skills
- Decision-making
References
- Martin Godfrey, Parimatch Africa, Dar es Salaam, +255 752 362 685, martincy93@gmail.com
- George Suya, Parimatch International, Dar es Salaam, +255 714 846 927, George.suya@pmi.bet
- Saada Abdul, Entrepreneur, Dar es Salaam, +255 682 837 781, mwilimaicy@gmail.com
Languages
- English
- Kiswahili
Certification
- Certificate in Soft Skills
- Certificate in Leadership
Languages
Swahili
First Language
English
Proficient (C2)
C2
Affiliations
- Training and workshops,
Timeline
Customer Support Supervisor
Parimatch International
09.2021 - Current
Customer Support Representative
Parimatch International
08.2020 - 09.2021
Customer Support Representative
Parimatch Africa
08.2019 - 07.2020
Cashier in Retail Shops
Parimatch Sports betting Company
08.2018 - 08.2019
Social Counselor Intern
Relief to Development Society (REDESO)
01.2016 - 12.2016
Street Executive Officer
Local Government
01.2012 - 12.2012
Bachelor degree - community development with bias project planning and management
Tengeru Institute of Community Development
Diploma - community development
Kaps institute of Community Development
Certificate - community development
Community Development Training Institute- RUAHA
O- Level -
Jangwani Girls Secondary School
Primary -
Turiani Primary School
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