BETTY HAROLD
Summary
With a strong foundation of over five years in customer support roles, I bring a wealth of expertise to the table. My tenure is marked by a commitment to quality performance and a keen ability to mentor teams towards delivering exceptional service. Through adept communication and targeted performance feedback, I've consistently bolstered team morale and fostered a culture of excellence. My skill set extends beyond resolving customer dissatisfaction; I thrive in environments with competing priorities, consistently delivering superior results. As I transition into a more managerial role, I am poised to leverage my experience and drive to elevate both customer satisfaction and operational efficiency to new heights.
Overview
11
11
years of professional experience
Work History
Project Development Supervisor
Watu Credit
- Current
- Monitoring Progress: Tracking service projects against plans and timelines, identifying and mitigating risks, and optimizing resource utilization
- Quality Assurance: Ensuring project deliverables meet quality standards and stakeholder requirements
- Reporting and Documentation: Providing progress reports, maintaining accurate project documentation
- Customer Experience Support: Collaborating to enhance customer experience
- Collections Management: Developing and implementing collections strategies
- Team Support: Providing operational support and communication facilitation
- Reporting and Documentation: Providing regular progress reports to project stakeholders, including updates on milestones, budget, and resource utilization
- Maintaining accurate documentation of project activities, decisions, and outcomes for future reference
- Team performance Management.
Customer Service Supervisor
Watu Credit
06.2022 - 10.2023
- Performance Monitoring: Managing teams to adhere to standard practices and maintain service standards
- Support Functions: Providing product knowledge and conducting training sessions
- Relationship Management: Establishing positive relationships with partners and internal departments
- Service Level Agreements: Establishing departmental SLAs
- Quality Control: Ensuring quality service and handling customer complaints
- Process Improvement: Leading process enhancement efforts
- Customer Relationship Management (CRM): Actively support service associates by promptly responding to questions via phone and email, finding appropriate solutions to customer issues
Ag Customer Experience Manager
KCB Bank HQ
03.2021 - 07.2022
- Championing service surveys customers Net promoters score (NPS),Customer Effect score (CES) and Rate support (RMS)for customer feedback
- Conducting action plans based on survey results
- Reporting to stakeholders and cooperating with subsidiaries
- Ie BOT Cooperate and conduct plans amd strategies with other KCB Group subsidiaries on customer Experience relatedmatters Managing CRM and project follow-up
- Managing entire company's SLAs
- Manage service unit at HQ and branches.
Customer Experience Representative
KCB Bank- HQ call centre
07.2018 - 01.2021
- Providing accurate information and resolving customer queries
- Manage branches and other units in resolving customers complaintsEnsure that all customer queries and complaints are fully resolved
- Conducting regular snapcheck to branches in confirming service satisfication
- Educating customers on bank products
- Conducting customer surveys and attend CRM cases
- Project Management- ICDC (In Country Data Centre) provide all information to all customersregarding systems upgrade during ICDC project
- Customer Retention Management
- Coordinating customer's related events for branches and HQ ie customer service week.
Customer Service Representative
KCB Bank - Oysterbay branch
02.2018 - 07.2018
- Identifying customer needs and generating sales leads
- Managing customer inquiries
- Enabling customers with bank channels - Mobile banking, internet banking, ATM Card processes
- Customer retention
- Coordination branch staff and customer on customer's event
- Ie Customer service week
Bank teller
KCB Bank
07.2016 - 01.2018
- Assisting customers with transactions
- Ensuring client satisfaction.
Front Office Intern
CRDB Bank
07.2013 - 10.2013
- Providing information on banking products
- Handling customer complaints
- Handling Fahari huduma agents(Wakala) life cycle.
Education
Bachelor of Arts in Sociology -
St Augustine University
10.2016
Advanced Level -
Overland High School
05.2012
Ordinary Level -
St. Anne Marie Academy
10.2010
Skills
- Leadership
- Client Relationship Management
- Decision-Making
- Analytical and Problem-Solving Skills
Declaration Statement
I hereby declare that all the information contained in this resume is in accordance with facts ortruths to my knowledge. I take full responsibility for the correctness of the said information.
Certifications And Activities
- Ag Customer Experience Manager, KCB Bank-Retail, Tanzania Bankers Association 2019
- Member, Tanzania Association of Sociology 2015
- Member, UN Clubs Tanzania Network (UNCTN) 2010 - 2012
- French Language Course: Level A1 2012
- International Computer Driving License (ICDL) 2012
Languages
- Swahili, Native
- English, Fluent
References
- Mariam Mohammed, Customer Experience Manager, KCB Bank Tanzania Limited, P. O. Box 804, Dar es Salaam, +255 752777727/ +255788805050, mariam2mohamed@gmail.com
- Sikudhani Halfani, Senior Credit Manager, Stanbic Bank Tanzania Limited, P. O. Box 72647, Dares Salaam, +255 784 026 809, halfanis@gmail.com
- Janeth A. Rumanyika, HR Business Partner, Serengeti Breweries Tanzania Limited, P. O. Box41080, Dar es Salaam, +255 784995819, rumanyikajaneth@yahoo.com
Timeline
Customer Service Supervisor
Watu Credit
06.2022 - 10.2023
Ag Customer Experience Manager
KCB Bank HQ
03.2021 - 07.2022
Customer Experience Representative
KCB Bank- HQ call centre
07.2018 - 01.2021
Customer Service Representative
KCB Bank - Oysterbay branch
02.2018 - 07.2018
Bank teller
KCB Bank
07.2016 - 01.2018
Front Office Intern
CRDB Bank
07.2013 - 10.2013
Project Development Supervisor
Watu Credit
- Current
Bachelor of Arts in Sociology -
St Augustine University
Advanced Level -
Overland High School
Ordinary Level -
St. Anne Marie Academy
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