CECILIA DAVID MOSHA
Customer Experience Manager
Dar es salaam
Summary
Customer Experience Manager with 15 years of experience in Wealth and Retail Banking, excelling in customer-centric strategies. Achieved significant improvements in customer satisfaction and operational efficiency through innovative customer service initiatives. Committed to building lasting customer loyalty by enhancing banking experiences and driving digital transformation efforts.
Overview
17
17
years of professional experience
Work History
Client Experience Manager
Standard Chartered Bank Tanzania Limited
07.2015 - Current
- Established a culture of excellent customer service and took initiative to deliver efficient support.
- Participated in setting standards and objectives for enhancing client satisfaction within Wealth and Retail Banking, and also served as a process owner for client complaint management.
- Manage Client Experience Forum (Country CEF), as well as Champion Net Promoter Score (NPS) planning, Voice of Clients (VOC), and Voice of Front Liners (VOFL); lead the implementation of the actions arising therefrom.
- Tracked, reviewed, and discussed operating performance challenges using dashboards while setting action plans as necessary.
- Work with Segments, Product, Channel, and relevant Functional Heads to support the implementation and maintenance of optimized, integrated servicing propositions that will enhance client experience.
- Led in conducting customer service training, resulting in improved metrics across Wealth and Retail Banking.
- Addressed customer feedback effectively and prepared Client Experience Meeting Pack.
- Recognized for outstanding performance with the Retail Banking Excellency Award.
- Achieved recognition as a Certified Mental Health First Aider.
Das Collection Officer
Standard Chartered Bank Tanzania Limited
05.2010 - 07.2015
- Oversaw daily collections of scheme loans from 52 companies to minimize losses.
- Reviewed processes within collections to pinpoint risks and create opportunities for streamlined operations.
- Maintained and analyzed MIS statistical data to track account performance.
Operations Officer
Standard Chartered Bank Tanzania Limited
07.2009 - 05.2010
- The system administrator performs the start of day and end of day tasks.
- Printing and distribution of reports, updating signatures, preparing debit card, Tajirika, and agent card applications.
- Ensured compliance with applicable laws, regulations and standards related to operations.
- Reconciliation of control accounts, like disbursement accounts, outwards accounts, and branch expense accounts.
- Strongroom custodian.
- Ordering of checkbooks for new and old customers, as per process flow.
Bank Teller
Standard Chartered Bank Tanzania Limited
01.2008 - 07.2009
- Attending to customers upon receiving their deposits, processing withdrawals with speed and accuracy, and being able to work and handle cash throughout the year, with no difference.
- Receive recognition as the best teller of the branch.
Education
Bachelor’s Degree - Business Administration with Accountancy
Open University of Tanzania
Diploma - Animal Health
Livestock Training Institute
Ordinary And Advanced Secondary Education Level -
Weruweru Girls Secondary School
Skills
- Time management
- Stakeholder management skills
- Report Writing Skills
- Managerial skills
- Public Speaking Skills
- Competent in computer literacy, including Microsoft applications
- Problem-solving skills
- Effective communication
- Counseling and life coaching skills
References
References available upon request.
Timeline
Client Experience Manager
Standard Chartered Bank Tanzania Limited
07.2015 - Current
Das Collection Officer
Standard Chartered Bank Tanzania Limited
05.2010 - 07.2015
Operations Officer
Standard Chartered Bank Tanzania Limited
07.2009 - 05.2010
Bank Teller
Standard Chartered Bank Tanzania Limited
01.2008 - 07.2009
Bachelor’s Degree - Business Administration with Accountancy
Open University of Tanzania
Diploma - Animal Health
Livestock Training Institute
Ordinary And Advanced Secondary Education Level -
Weruweru Girls Secondary School
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