Christina Muhoni
Arusha,Tanzania
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Excellent analytical and problem-solving abilities leveraged to proactively improve customer service processes and achieve the desired results.
With Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
17
17
years of professional experience
Work History
Retention & Collection Manager
D.Light TANZANIA LIMITED
02.2020 - Current
- Overall implemented of the Global Retention Strategy in the Country
- Designed, Implemented initiatives of retention activities and campaigns (Collections, Potential Tenure Extension, First Payment Defaulter)
- Developed analytical-based reports daily, weekly, and monthly, tracking campaigns and all retention metrics.
- Driving the culture of continuous process improvement throughout customer experience while measuring and tracking delivery ROI on opportunities for transformation of customer experience that have been identified
- Managed and ensured that customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in customer journey
- Managed to achieve 90% of collections per month, Achieve 5% of abandoned rate 80% of agents utilization and 6% of repeated calls with same disposition.
- Evaluated campaign performance to optimize return on investment.
- Managed to achieve +50 NPS Score and above 4.5 CES.
- Leveraged market and competitor data to identify market opportunities and gaps.
- Developed thorough understanding of how customers use solutions and gained first-hand knowledge of end-user experience to inform gaps in solution and process design.
- Developed long-term vision for creating customer-centric service and support experience through multiple touchpoints as extension of self-service platform.
- Led voice of customer, and advocate considered decisions that impacted customers.
- Developed initiatives to reduce call volume in call centre while increasing agent productivity and utilization.
- Created annual budget with effective controls to prevent overages, reduce burn rate, and support sustainability goals.
- Managed large team that interacts with customers seven days week and provides world-class support via call centre online help tools, WhatsApp, Facebook, and Instagram.
- Communicated strategy for integrating customer feedback from multiple sources and followed up on feedback effectively.
- Turns insights into marketing and product development needs that are either directly tackled by this team or influence future product roadmaps of other parts of the organization.
- Managed multi-channel advertising campaigns to support sales objectives.
- Coordinated placements for television and radio, social media, and print publication advertisements.
- Measure and report to senior management impact on all Retention activities and campaigns
- Responsible for forecasting all customers behaviors/movements and accountable for all implemented customer strategies/campaigns based on set objectives and targets.
- Develop, implement, measure, and report all collection and delinquency initiatives and campaigns to drive customer retention
- Key resource for customer insight and behavioural trends
- Conducting regular and ad-hoc “deep-dive” analysis to shed light on observed trends that may not be immediately understood
- Track customer issues through Inbound, outbound, Business desk and all customer touch points to ensure any customer issues that may result in inactivity are highlighted and resolved
- Liaise with Call Centre manager to ensure execution excellence for all retention outbound campaigns/calls on Welcome, FPD, Health, collections, delinquency, (Churn) and any other campaigns to drive KPI's
- Developed goals that complemented the overarching Portfolio Health company goals and coordinate all functions to continually meet and exceed them
Indirect Sales & Enablement Manager
Vodacom PLC Tanzania
06.2016 - 01.2020
- Worked closely with sales departments to gain feedback and identify areas to improve support performance and improve service
- Provided excellent customer service and ensured customer satisfaction
- Communicated with customers to verify information, fill out appropriate paperwork and carry out specified requests (Customer onboarding)
- Developed product demonstrations and presentations for customers
- Referred unresolved customer grievances to designated departments for further investigation
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas
- Established and monitored standards for customer service by using recognized and comprehensive benchmarks
- Improved project success rates with solid staff coaching, performance monitoring, quality assurance and effective problem resolution
- Enabled and supported EBU Partners and Agents in achieving the Vodacom EBU objective of being the and support EBU Partners and Agents in achieving the Vodacom EBU objective of being the preferred Total Communications provider (Mobile and fixed) for EBU customers in Tanzania
- Deliver high standard of Channel Account Management for both existing and new partners/agents
- Increased and Improved registration Quality from 20% - 80%
- Enabling and supporting the EBU Partners to achieve Acquisition, Retention & Churn targets
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns
- Provide end to end 1st tier support to allocated partners tier support to allocated partners
- Achieve profitability of cluster by ensuring right product mix of Mobile and Fixed products revenue
- Provide Leadership direction and guidance for Sales teams (Indirect Sales Coordinators /Agents and
- Business Partners to execute the strategy in located Business Regions (Coast, North, Victoria and Nyasa) Placed special merchandise orders for customers.
Retention & Quality Assurance Manager
Zantel Tanzania
02.2012 - 05.2016
- Developed and delivery of engagement programmed, customer campaigns and direct marketing execution, so that mutually valuable relationships with direct consumers were built and sustained
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines
- Trained staff on operating procedures and company services
- Followed through on all critical inter-departmental escalations to increase customer retention rates
- Facilitated inter-departmental communication to effectively provide customer support
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies
- Increased efficiency and performance by monitoring team member productivity and providing feedback
- Evaluated interactions between associates and customers to assess
- Ensured development and implementation of the overall customer retention strategy in close cooperation with the product verticals ensure delivery of customer retention KPIs targets and budgets
- Set retention targets and spend levels through Budget/Forecast process
- Responsible for cross sell between product verticals
- Developed and implemented of customer promotions and communications program across key segments
- Managed churn in line with targets set across all products
- Took actively part in designed the call monitoring formats and suitable quality standards
- Worked with the site management team to perform call monitoring and provide trend data
- Worked as a team for using quality monitoring data management system for compiling and tracking performances
- Prepared the reports and analyses internal and external quality reports and managed the staff reviews
- Assisted the Call Centre manager of the outcomes of weekly and monthly Customer Reviews, linking these to changes in procedure and team training
- Escalated matters from customer care, shops and ensured are handled appropriately
- Assisted in the effective and efficient management and delivery of all Request and Provisioning and Help desk within the Call Centre/customer care and shops Operation
- Ensured the effective management, motivation, coaching and development of all team members.
Call Center Manager
Zantel Tanzania
10.2008 - 01.2012
- Established and oversaw performance targets for call center associates
- Determined quality assurance benchmarks and set standards for improvement
- Created clear and effective policies governing all aspects of employee work and interaction with customers
- Maintained call center equipment in good working order to maximize productivity
- Developed quality employees within call center to take over leadership positions
- Set aggressive targets for employees to drive company success and strengthen motivation
- Streamlined and monitored quality programs to alleviate overdue compliance activities
- Increased operational efficiency by developing improved filing systems for confidential client records and reports
- Spearheaded overhaul of company best practices, leading to significantly increased staff retention rates and top-ranking as industry leader
- Applied performance data to evaluate and improve operations, target to current business conditions, and forecast needs
- Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives
- Engaged prospects and customers through various events, including tradeshows, seminars, and workshops
- Coordinated all companies, business executives and site leadership teams by interacting effectively and establishing communication best practices
- Created team rotations to ensure center was manned effectively during peak hours
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning Zantel Tanzania, Call center Team Leader.
Call center Team leader
Zantel Tanzania
08.2006 - 09.2008
- Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele
- Performed quality controls following technical interventions and during product industrialization for products and processes
- Conducted training and change management processes to improve operations
- Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance.
Education
Certificate of Completion of Management Development Programme Facilitated - Human Resources Management
Institute of Social Work
Dar Es Salaam12.2015
High School Diploma -
BENJAMAINI MKAPA HIGH SCHOOL
Dar Es Salaam04.2001
Skills
- Complaint resolution
- Sale expertise
- Credit Risk Skills
- Report preparation
- Quality assurance
- Payment collection
- Training development aptitude
- Strong interpersonal skills
- Customer expectations management
- Employee engagement
- Performance improvements
- Team Building
- Organized managerial style
- Market Campaign Designing
- Relationship skills
Timeline
Retention & Collection Manager
D.Light TANZANIA LIMITED
02.2020 - Current
Indirect Sales & Enablement Manager
Vodacom PLC Tanzania
06.2016 - 01.2020
Retention & Quality Assurance Manager
Zantel Tanzania
02.2012 - 05.2016
Call Center Manager
Zantel Tanzania
10.2008 - 01.2012
Call center Team leader
Zantel Tanzania
08.2006 - 09.2008
Certificate of Completion of Management Development Programme Facilitated - Human Resources Management
Institute of Social Work
High School Diploma -
BENJAMAINI MKAPA HIGH SCHOOL
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