Catherine Makelemo
Dar es Salaam
Summary
Successful Banker with 9 years of experience addressing customer Queries and concerns as a Contact Center Agent and Direct Sales Officer. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Contact Center Agent
CRDB Bank Plc
Dar es Salaam, Tanzania
06.2016 - Current
- Accelerate and support digital transformation in line with digital transformation strategy-Response Time to social media
- Drive Operational Excellence -By maintaining Customer Relationship Management
- Answer incoming calls and provide highest level of professionalism
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term Business relationship.
- Managed Over 100 Customer Calls per day
- Assisted customers by answering questions and responding to inquiries
Direct Marketing Officer
Research and Customer, CRDB BANK Plc
Dar es Salaam, Tanzania
04.2014 - 05.2016
- Recruiting over 50 Customers per day during ongoing promotional campaign i.e Scholar Account, Fahari Huduma(CRDB Wakala), SimBanking, QR Code, TemboCards
- Demonstrating and presenting different Bank products
- Conducting SimBanking/Internet Banking Full Registration Campaign
- Increased number of Sales records in Account Opening, Account Activation, Internet Banking Registration.
- Educating Customers (cross selling) on different Bank Products and Services.
Administrative Assistant
Kuanta Construction Co
Dar es Salaam, Tanzania
04.2012 - 08.2012
- Provide Administrative support to Project Manager and other staff
- Arranging and Preparing for office meetings
- Assisting in Bank Related matters i.e Drawing, depositing and Bank transfers into and out of Company's account
- Operating manual and computerized office systems
- Undertaking Office Reception duties, both in personal and on telephone, and taking messages for other staff
- Administering training programmed
- Undertaking general office duties such as: -dealing with post, faxes and e-mail, -drafting and sending letters, -monitoring stocks of basic items such stationery, -arranging travel tickets and hotel accommodation.
CCTV Operator
Engineered System Solutions, ESS
Dar es Salaam, Tanzania
01.2011 - 08.2011
- Uphold safety of staff and public
- Monitor any suspicious or illegal activities
- To monitor safety and health of workers
- Report any crimes or accidents around the environment
- Ensure all work regulations are followed as planned and agreed
CUSTOMER CARE REPRESENTATIVE
AIRTEL MOBILE TELECOM COMPANY, AIRTEL TANZANIA LIMITED
Dar Es Salaam, 02
08.2010 - 12.2010
- Answer customer inquiries regarding cellular phones, prepaid cards and services
- Resolve customer complaints quickly
- Enter customer data in prepaid and post-paid billing systems
- Update customer accounts with credit and manual top-ups when warranted
- Inform supervisors of customer problems caused by incomplete information provided by sales force
- Provide excellent service to customers.
Education
Bachelor Degree - Human Resource Management
Kampala International University
Kampala, UgandaAdvance Certificate of secondary Education Examination -
Mukidoma High School
Arusha, TanzaniaOrdinary Certificate of secondary -
Green Acres Secondary School
Dar Es Salaam, TanzaniaSkills
- Stakeholder Management
- Customer relationship management
- Sales expertise
Accomplishments
- 20th February 2008: Training programme organized by the Kampala International University Social Work Students Association and conducted by Mobile School of World Vision on:-
- The role of Civil Society in National Development and HIV/AIDS Basic Education for Socio-economic Empowerment
- October 2007: (six days) Training Programme on Communication Skills for Personal Effectiveness and Employment Readiness Organized and conducted by Human Capital Development Consult (HCDC) – Kampala, Uganda
- April 2022 - Current : Appointed as specialist Customer Experience under Business/Functional work stream of Card and Switch Management System (CSMS) Project.
Timeline
Contact Center Agent
CRDB Bank Plc
06.2016 - Current
Direct Marketing Officer
Research and Customer, CRDB BANK Plc
04.2014 - 05.2016
Administrative Assistant
Kuanta Construction Co
04.2012 - 08.2012
CCTV Operator
Engineered System Solutions, ESS
01.2011 - 08.2011
CUSTOMER CARE REPRESENTATIVE
AIRTEL MOBILE TELECOM COMPANY, AIRTEL TANZANIA LIMITED
08.2010 - 12.2010
Bachelor Degree - Human Resource Management
Kampala International University
Advance Certificate of secondary Education Examination -
Mukidoma High School
Ordinary Certificate of secondary -
Green Acres Secondary School