ELFRIDA JULIUS NGIDO
Arusha,,Tanzania
Summary
Experienced Customer Service Executive with a proven track record of delivering exceptional customer experiences and fostering client relationships. Seeking to leverage my strong analytical skills, passion for data, and keen understanding of customer interactions in a transition to Business Systems Management. Committed to optimizing operational processes through the integration of data-driven insights, while maintaining a customer-centric approach.
Overview
6
6
years of professional experience
Work history
Customer Service Executive (Service Desk
SunKing
Arusha, Tanzania
09.2022 - Current
- Handling of customers faulty products that have been escalated from the inbound team
- Repossessing clients systems
- Startimes/Azam Satellite Dish Activation
- Reversal and reassigning payments requests
- Responding to Telcos on all payment related issues
- Refunding overpaid payments for unlocked accounts
- Activation of products i.e phones
- Resetting of products that needs to be reset
Customer Service Executive
SunKing
Arusha , Tanzania
11.2021 - 09.2022
- Managing large amounts of inbound and outbound calls in a timely manner while following laid down procedures, guidelines, policies and scripts
- Resolving product or service queries in a timely manner by identifying customer needs, clarifying information, analyzing cause and expediting resolution
- Conducting product and service quality surveys with customers and recording feedback from time to time
- Generating sales for the sales team by screening callers and identifying potential sales opportunities
- Supporting the collection of payments by regularly contacting dormant and defaulting customers
- Building repeat sales and retention through strong customer relationships by focusing on the customer wants and needs
- Working with multiple sales teams and cross-functional teams seamlessly
Administrator
THE TANGANYIKA JUNIOR SCHOOL
Arusha, Tanzania
09.2017 - 11.2021
- General supervision of the school campus
- Identifying potential customers and giving them information about the school
- Managing school's database
- Assisting the accounts office with Bank reconciliations
- Quick Books
- Managing the stores, registry and requisitions
- Handling of payroll, WCF, NSSF and PAYE
- Generating Invoices
- Preparing staff contracts per the law
- Preparing budgets, handling of purchases and contracting with vendors
- Coordinating meetings, events and trainings
- Records management
- Liaising with Regional Education Officers to ensure National regulatory standards are adhered to
Education
Introduction to Data Analysis Certificate in Introduction to Data Analysis IBM - Coursera -
Bachelor of Community Economic Development - undefined
Open University of Tanzania
Certificate of Foundation Course (Business Administration) - undefined
Open University of Tanzania
Advanced Certificate of Secondary Education (ACSE) - undefined
Zanaki Secondary School
Skills
- Experience with CRMs like Zendesk and Angaza
- Lean Management
- Continuous Improvement
- Leadership skills
- Ability to clearly communicate complex ideas
- Interpersonal skills
- Project Management
- Demonstrated passion for learning and keeping up-to-date with evolving technologies and tools (I have been learning with the Programmes Team in Tanzania in their different duties)
- Data Analysis
- Problem solving and support
Languages
English
Advanced
Swahili
Proficient (C2)
Timeline
Customer Service Executive (Service Desk
SunKing
09.2022 - Current
Customer Service Executive
SunKing
11.2021 - 09.2022
Administrator
THE TANGANYIKA JUNIOR SCHOOL
09.2017 - 11.2021
Introduction to Data Analysis Certificate in Introduction to Data Analysis IBM - Coursera -
Bachelor of Community Economic Development - undefined
Open University of Tanzania
Certificate of Foundation Course (Business Administration) - undefined
Open University of Tanzania
Advanced Certificate of Secondary Education (ACSE) - undefined
Zanaki Secondary School
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