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
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
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
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
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
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
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