AVELINE RWEYEMAMU
Dar Es Salaam
Summary
Agile and self-motivated business development professional with over 8 years of expertise in managing and developing digital products, conducting user research, ensuring risk and compliance, and providing exceptional customer support and recoveries. Unwavering commitment to ethical practices and possess outstanding training and coaching skills. Deep understanding of business requirements and overall compliance matters, excelling at establishing stakeholder engagement. Strong leader and motivator of cross-functional teams to enhance operational efficiency.
Overview
8
8
years of professional experience
2022
2022
years of post-secondary education
Work History
Credit and Savings Manager
Mixx By Yas Part of Yas Tanzania
Dar Es Salaam, Tanzania
10.2024 - Current
- Product Strategy and Roadmap
- Product Development and management
- Customer and market insights
- Strategic planning and execution
- Stakeholder engagement
- Compliance and risk management
- Performance monitoring and reporting
- Operation excellence
Financial Service Specialist
Tigo Pesa (HTMSL - Part of Axian Group)
Dar Es Salaam, Tanzania
04.2022 - Current
- Responsible for the scoping, design, implementation and commercial initiatives for financial services products and services
- Engage with data science team to further analyze product trends, campaigns and forecasts to ensure maximum value extraction
- Manage customer performance for financial services products to ensure growth in the market share and revenue
- Work with marketing (consumer), B2B sales & channels, customer experience and other stakeholders (both internal and external) creating winning proposal and adding value solutions to grow the portfolio
- Management of penetration and usage of all partner products through marketing strategies (ATL & BTL) as well education campaign and strategies
- Manage all activities related to service provision for all relevant partner like fund movement, reconciliation, revenue checks and all other business as usual related issues
- Manage consumer understanding campaigns
- To build and deepened productive relationships with prospective and competitive customers to drive sustained growth as well partners
- To work with technical and innovation team in product development to ensure all business and customer needs are accommodated
- Responsible in follow up and ensure all product and GTM checklist is achieved before and after launch of any new product
Quality Assurance Analyst
Tala
09.2019 - 03.2022
- Own collections KPIs and work with team towards achieving them each day/ month/ year
- Monitor early and late stage Cure and Liquidation to ensure team performance meets the expected business targets
- Keep track of RPC, Contact Rate, PTP Conversion Rate, PTP reminders and daily expected collections to ensure achievement of daily targets
- Own culture KPI of maintaining low unwanted attrition through recommending and implementing proper rewards/ recognition programs
- Identify areas of the collection process that need improvement and implement processes that will increase efficiency
- Regular Audit of customer experience team member customer engagements( Calls, Tickets, Social Posts) at agreed upon volume
- Tracking of all audits completed for each team member
- Comparative analysis of WoW and MoM improvements by teams
- Identification of training needs through metric tracking of QA performance
- Maintain feedback loops with regards to product understanding, training insights and policy training
- Correlate monitoring results to key metrics like QA and conducting general compliance checks to ensure reliability and out looker data reports
- Facilitate and maintain calibration session with leadership, team leads, external debt collectors and the in-house collection team
- Formulate standard QA forms for our in-house collection teams/ customer service teams as well as external partners and regularly update the form to meet changing negotiation needs, collection related updates and customer service
- Formulate macros/ documents to guide the customer service advocates on company policies
User Research and Community Coordinator
Tala
Dar Es Salaam, Tanzania
04.2018 - 09.2019
- Coordinated requirement, logistics, supporting translations before/ during research activities and any required follow ups as guided by the stakeholders
- Provided insights to the team through UR tool kits to continue iterating and improving existing products
- Executed awareness of product discovery and how UR /PR fits in different stages
- Owned research projects, overcoming research dead ends and obstacles by understanding research cadence in an Agile Scrum Environment
- Built relationships with communities that validate proof of concept with the direct guidance from the marketing manager
- Held workshops, creating forums to explain Tala's Product and value while collecting customer feedback
- Supported product team with all product related training when doing marketing campaigns and while working with a new collections vendor
Senior Customer Service Representative
Tala
10.2017 - 03.2018
- Resolved and report escalated ticket issues; Reversals and Refunds, Missing Payments, Decision Pending and Sending Issues, Waiving Fees, NID Fraud and identify complaints
- Achieved high CSAT, QA, First Resolution Time, Full Resolution Time while maintaining the expected turn around time for escalated issues
- Built business cases to implement system and product improvements to avoid escalated issues
- Identified and communicated system and workflow improvements; managed the projects that improved these improvements by maintaining Tags and Topics List and update Macros and Logic
Customer Experience Representative
Tala
11.2016 - 08.2017
- Called customers with overdue accounts, explaining benefits of repayments and credit history
- Corrected customer misunderstandings on product policies and terms
- Set up payment plans and follow up schedule to ensure customers are paying soon enough
- Championed the voice of the customer to the rest of the stakeholder by providing input on how to improve the product and user experience
- Efficiently and promptly resolved customer complaints by clarifying the issue, determining the cause of the problem and selecting the best solution to the problem
- Building a good standing relationship with the customer by maintaining a good rapport when handling enquiries and collections
Education
Project Management Professional -
Kenya Institute of Project Management
Bachelor Of Arts - Economics and Sociology
Catholic University of Eastern Africa
High School Diploma - undefined
St Joseph Cathedral High School
Skills
- Customer focused selling
- Learning technology
- Product development and management
- Customer and User Experience
- Stakeholder Engagement
- Reporting Financial Acumen
- User Research Premium
- Project Management
- Operations management
Accomplishments
- As a financial services specialist, I successfully managed a new overdraft loan product, achieving over 100% year-on-year revenue growth through strategic planning and execution.
- As a quality assurance analyst, I enhanced QA and compliance performance in the Kenyan market by redesigning the scorecard and implementing effective disciplinary actions. These changes significantly improved collection processes, leading to a 70% increase in revenue margins..
- As a senior CX executive, I efficiently addressed and resolved challenges facing Tanzania's product portfolio, leading to improved processes and enhanced customer satisfaction. My exceptional performance earned me a well-deserved promotion.
- As the user research and community coordinator, I successfully tackled loan repayment challenges by conducting in-depth user experience research. This initiative improved the repayment rate by 40% and streamlined the payment process, significantly enhancing customer satisfaction and operational efficiency.
Timeline
Credit and Savings Manager
Mixx By Yas Part of Yas Tanzania
10.2024 - Current
Financial Service Specialist
Tigo Pesa (HTMSL - Part of Axian Group)
04.2022 - Current
Quality Assurance Analyst
Tala
09.2019 - 03.2022
User Research and Community Coordinator
Tala
04.2018 - 09.2019
Senior Customer Service Representative
Tala
10.2017 - 03.2018
Customer Experience Representative
Tala
11.2016 - 08.2017
Bachelor Of Arts - Economics and Sociology
Catholic University of Eastern Africa
High School Diploma - undefined
St Joseph Cathedral High School
Project Management Professional -
Kenya Institute of Project Management
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