Elice Bahati Machibya
Dar es Salaam,Tanzania
Summary
I am a committed person who is reliable, trustworthy, numerate, and meticulous. I can work on self initiatives or as part of a team I can deal with customers efficiently. I am also skilful to address solutions to customers fluently in both Swahili and English. Well-organized and highly selfmotivated, able to work under pressure. I am an excellent team player, versatile and able to motivate others and willing to take advice/criticisms.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Experience Representative
iTrust Finance
01.2023 - Current
- Set up a functional call center to meet the needs of the organization
- Manage large numbers of incoming phone calls
- Serve as the primary point of contact for customer inquiries, providing prompt and professional assistance via email, phone, and live chat
- Work closely with cross functional teams and with customers to understand their needs, address concerns, and identify opportunities for upselling or cross-selling
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Collaborate closely with cross-functional teams, including ICT, Funds, Credit, Brokerage, and Marketing, to generate sales leads, advocate for customers and drive product improvements
- Provide accurate, valid, and complete information by using the right methods/tools
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Reach out to dormant clients to reintroduce our products and offer guidance
- Perform any other duties that may be assigned from time to time
Customer Experience Officer
KCB Bank
06.2020 - 01.2025
- Handling customer queries i.e., Handling customers calls and emails coming to KCBT contact centre through social media with collaboration with Marketing Department through ECRM
- Conducting below the line campaigns/communication through bulk SMS and calls timely
- Conducting all branches daily system health check surveys and generating a report
- Through ECRM to oversee how branch customer services handle cases and come up with top triggers cases every week
- Running up surveys through SMS that lead to acquiring NPS and CES
- Running an all calls report every week through CISCO FINESSE portal
- Access to overview TIPS for MNO cases and channelling the cases to specific units
- Export and present customer experience reports every week
- Supporting branches in resolving issues particularly when other units /departments are involved (escalated and long outstanding customer queries) with the help of ECRM
- Support in deployment of customer experience projects
- Conduct quality checks on raised complaints from branches every quarter
- Branch visits every quarter and check branches service compliance
- Participate fully in preparing and supporting customer engagement activities and cross selling other products of the bank
- Facilitate customer surveys (NPS & CES) with the support from Group Strategy team
Marketing and Corporate Officer
KCB Bank
09.2018 - 09.2019
- Implementing effective CSR program according to KCB policies
- Building and protecting the Bank's corporate image
- Connect KCB with the public, staff, and media through effective communication programs
- Launch new products and new branches
- Effectively organize customer events
- Invest in value-adding sponsorships, exhibitions etc
- Support KCB Foundation events
- Monitoring of media activities of KCB and that of competitors
- Prepare unit budgets and strategies
- Build brand equity, brand consistency, and promote business
- Monitoring all marketing activities, advertising, and promotional activities, and effectively manage promotional materials and its distribution
- Establish marketing strategies to meet organizational objectives
- Evaluate customer research, market conditions and competitor data and implement the organizations marketing plan
- Manage and enhance the corporate brand through effective mediums of advertising
- Work with Design houses, printers, agencies and ensure all communication developed adhere to the set brand guidelines
Direct Sales Officer
International Commercial Bank, ICB
01.2018 - 08.2018
- Service existing accounts obtain new business and establishes new accounts by planning and organizing daily work schedule to call on existing or new clients
- Market the banks products and services by cross selling them to the customers
- Adjust content of sales presentations by studying the type of products need
- Focuses sales efforts by studying existing and potential needs of prospective and existing customers
- Keeps management informed by submitting activity and results reports, such as daily call reports, weekly work plans, and monthly and annual territory analyses
- Monitors competition by gathering current marketplace information on pricing, products, new products
- Recommends changes in products, service, and policy by evaluating results and competitive developments
- Resolves customer complaints by investigating problems, developing solutions, preparing reports, and making recommendations to management
- Marketing to corporate and retail deposits
Education
Bachelor of Arts - Economics
ARDHI UNIVERSITY
DAR ES SALAAM, TANZANIA01.2016
Advanced Certificate of Secondary Education -
LOYOLA HIGH SCHOOL
DAR ES SALAAM, TANZANIA01.2013
Certificate of Secondary Education -
LOYOLA HIGH SCHOOL
DAR ES SALAAM, TANZANIA01.2010
General Certificate of Primary Education -
MAPAMBANO PRIMARY SCHOOL
DAR ES SALAAM, TANZANIA01.2005
Skills
- CRM software
- Customer education
- Call center experience
- Complaint resolution
- Client advocacy
- Customer data confidentiality
- Customer retention
- Understanding customer needs
- LiveChat messaging
- Customer relationship management
- Excellent communication
- Quality assurance
Certification
I hereby certify all the information given here is correct and reliable.
Languages
- English
- Kiswahili
References
- Coleman Sharra, Head Of Commercial Banking, Absa Bank Tanzania Limited, Not Provided, Dar es Salaam, Dar es Salaam, Not Provided, +255 755 019 992, coleman.sharra@absa.africa
- Moses Kisaka, Head of SME, KCB Bank (T) Ltd, P.O. Box 804, Dar es Salaam, Dar es Salaam, Not Provided, +255 754 654672, mkisaka@tz.kcbbankgroup.com
- Janeth Rumanyika, Senior HR Business Partner, Serengeti Breweries Limited, Diageo Plc., P.O. Box 41080, Dar es Salaam, Dar es Salaam, Not Provided, +255 784 995 819, rumanyikajaneth@yahoo.com
Personal Information
- Date of Birth: 09/13/92
- Gender: Female
- Nationality: Tanzanian
- Marital Status: Single
Languages
English
Proficient
C2
Swahili
Proficient
C2
Timeline
Customer Experience Representative
iTrust Finance
01.2023 - Current
Customer Experience Officer
KCB Bank
06.2020 - 01.2025
Marketing and Corporate Officer
KCB Bank
09.2018 - 09.2019
Direct Sales Officer
International Commercial Bank, ICB
01.2018 - 08.2018
Bachelor of Arts - Economics
ARDHI UNIVERSITY
Advanced Certificate of Secondary Education -
LOYOLA HIGH SCHOOL
Certificate of Secondary Education -
LOYOLA HIGH SCHOOL
General Certificate of Primary Education -
MAPAMBANO PRIMARY SCHOOL