Summary
Overview
Work history
Education
Skills
Personal Information
Referees
Languages
Timeline
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Diana Charles Nyatega

Dar es Salaam,Tanzania

Summary

Highly skilled professional with a strong foundation in communication, computer literacy, and proficiency in MS Word and MS Excel. Demonstrates the ability to learn new skills quickly and adapt to diverse environments. Known for self-motivation, teamwork, and efficient time management. Excels in decision-making under pressure while maintaining positivity. Adept at conflict management and cultural sensitivity, ensuring harmonious workplace interactions.

Overview

9
9
years of professional experience
2023
2023
years of post-secondary education

Work history

Vodacom customer care agent

ISON BPO
Dar es Salaam, Tanzania
11.2017 - 01.2025
  • Build rapport with customers by handling each and every customer call in a courteous and professional manner
  • Ensure consistency imparts the correct product and services information during each call
  • Obtain; impart; clarify and verify information to and/or from customers to ensure delivery of exceptional customer care
  • Demonstrate appropriate levels of empathy in situation that require these skills; and provides customers with caring individualized attention
  • Accurately tags each call as per defined tagging list/CRM tagging list
  • Ensure that the quality of each call follows predefined quality parameters
  • Consistently contributes towards improving customer experience by identify potential areas for process/productivity improvements and highlights the same to the team leader
  • Utilize the relevant tools and resources provided by the company to respond to customer queries and requests
  • Ensure strict adherence to established attendance schedules
  • Provide on the job training support to new team members to facilitate improvement in their levels of performance through mentor/mentee relationship
  • Provide the relevant reports daily where applicable
  • Appropriately escalate customer queries to the team leader to ensure speedy resolution of the same
  • Ensures daily performance targets are met
  • Managed account updates for accurate record keeping.
  • Consistently maximised department efficiencies, maintaining up to date customer information to facilitate smooth processes.
  • Contributed ideas during brainstorming sessions, fostering innovation at the workplace.
  • Obtained feedback from customers to improve service experience.
  • Recorded all interactions diligently, ensuring transparency in operations.
  • Solved complaints, resulting in improved customer satisfaction scores.
  • Offered current, accurate advice on optional solutions for concerns.
  • Enhanced brand reputation through exceptional interpersonal skills.
  • Maintained excellent client satisfaction by providing in-depth support.
  • Resolved customer complaints following guidelines and referred complex inquiries to team leaders.

field student in Operations department

Tanzania Airport Authority
04.2016 - 08.2016
  • Attend calls
  • Resolve customer complaints via phone, email, and mail
  • Greet customers warmly and ascertain problems or reasons for calling
  • Provide information on products and services
  • Suggest solutions for when product malfunctions
  • Advice on company information
  • Place or cancel orders
  • Inform customers about deals and promotions
  • Assist with placement of orders

Education

Diploma - International Relations and Diplomacy

Center for Foreign Relations
01.2014 - 01.2016

Certificate - Law

Azania College of Management
01.2010 - 01.2011

Certificate - Microcomputer Application

University of Dar es Salaam Computing Center

Certificate of Secondary Education - undefined

Rose Marie Girls High school
01.2005 - 01.2008

Certificate of Attendance and Completion - Youth Mentorship and Empowerment Training

Lecri Consult (Legal &Child Rights Consult Ltd)
tanzania
/2017 - 01.2017

Skills

  • Good and clear communication skills
  • Computer literate
  • Ms Word
  • Ms Excel
  • Ability to learn new skills quickly
  • Ability to work with different people in different environments
  • self-motivated
  • team player
  • Time management efficiency
  • Decision-Making speed
  • Maintaining positivity under pressure
  • Conflict management
  • Cultural sensitivity

Personal Information

  • Date of birth: 03/08/92
  • Gender: Female
  • Nationality: Tanzanian
  • Marital status: Married

Referees

  • Kokutuna Rwelamila, ISON BPO, Vodacom Tanzania, Senior Team Leader, kokutunapaul50@gmail.com, +255 754711152
  • Adam Ido, ISON BPO, Vodacom Tanzania, Senior Team Leader, adamido.ai@gmail.com, +255 755548997
  • Mary Marungi, NMB Bank Plc., Magomeni Branch Manager, Mary.Marungi@nmbtz.com, Mary.Marungi@nmbbank.co.tz, +255 689088824, +255 754855063

Languages

Swahili
Proficient (C2)
English
Fluent

Timeline

Vodacom customer care agent

ISON BPO
11.2017 - 01.2025

field student in Operations department

Tanzania Airport Authority
04.2016 - 08.2016

Diploma - International Relations and Diplomacy

Center for Foreign Relations
01.2014 - 01.2016

Certificate - Law

Azania College of Management
01.2010 - 01.2011

Certificate of Secondary Education - undefined

Rose Marie Girls High school
01.2005 - 01.2008

Certificate - Microcomputer Application

University of Dar es Salaam Computing Center

Certificate of Attendance and Completion - Youth Mentorship and Empowerment Training

Lecri Consult (Legal &Child Rights Consult Ltd)
/2017 - 01.2017

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Diana Charles Nyatega