Bhoke Maheri
Arusha
Summary
A dynamic and results-driven Relationship and Customer Experience Officer with5 years of experience in building and maintaining strong client relationships across diverse industries. Adept at enhancing customer satisfaction, improving service processes, and fostering long-term loyalty. Proven track record in analyzing customer feedback and utilizing data to develop strategic solutions, while ensuring positive customer interactions and retention. Passionate about creating seamless customer experiences that drive business growth.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Relationship and Customer Experience Specialist
-China Railway Seventh Group (CRSG)
01.2023 - Current
- Cultivated and nurtured relationships with key clients across B2B and B2C sectors, resulting in a25% increase in client retention
- Managed end-to-end customer experience for a diverse client portfolio, ensuring consistent communication, resolution of issues, and proactive service delivery
- Implemented a customer satisfaction survey system, analyzing feedback to identify areas of improvement, achieving a15% improvement in overall customer satisfaction
- Collaborated with marketing and sales teams to create personalized customer engagement campaigns, driving repeat business
Customer Experience Officer
-China Railway Seventh Group (CRSG)
01.2021 - 01.2023
- Coordinated customer support activities across multiple channels (phone, email, chat), improving response time by30%
- Trained and mentored junior customer service representatives, ensuring alignment with company standards for customer care
- Developed and maintained relationships with high-value clients, acting as a liaison to address concerns and resolve issues efficiently
- Utilized CRM software to track customer issues and trends, identifying recurring problems and collaborating with product teams to implement corrective actions
Client Relations Executive
-Agricom Africa Limited
01.2020 - 01.2021
- Managed client onboarding process and maintained regular follow-up, ensuring smooth transitions and satisfaction in the first90 days
- Worked closely with sales and account management teams to tailor solutions to client needs, boosting customer lifetime value by18%
- Designed customer loyalty programs that resulted in a10% increase in client retention
- Handled client complaints and escalations in a professional manner, achieving a95% resolution rate within the first contact
Education
Bachelor of Arts - Development Studies
University Of Dar es Salaam
01.2020
Skills
- Customer Relationship Management (CRM)
- Customer Experience Strategy
- Client Retention & Loyalty Programs
- Cross-Functional Collaboration
- Conflict Resolution & Escalation Handling
- Data Analysis & Feedback Implementation
- Process Optimization & Continuous Improvement
- Strong Communication & Negotiation Skills
- Problem Solving & Critical Thinking
Certification
- Certified Customer Experience Professional (CCXP)
- Customer Relationship Management (CRM) Software Training (Salesforce)
- Conflict Resolution & Mediation Training
- Service Excellence Program
Languages
English (Fluent)
Kiswahili (Fluent)
References
Denis, Ruta Donald, Group Head Of Human Resources, denis.donald@bravo.co.tz, +255763128441, +255656677241, +255748569932, Bravo Group/Agricom Africa/Bravo Coco Beach Limited & Green City
Timeline
Relationship and Customer Experience Specialist
-China Railway Seventh Group (CRSG)
01.2023 - Current
Customer Experience Officer
-China Railway Seventh Group (CRSG)
01.2021 - 01.2023
Client Relations Executive
-Agricom Africa Limited
01.2020 - 01.2021
- Certified Customer Experience Professional (CCXP)
- Customer Relationship Management (CRM) Software Training (Salesforce)
- Conflict Resolution & Mediation Training
- Service Excellence Program
Bachelor of Arts - Development Studies
University Of Dar es Salaam
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