Driven customer experience professional with a robust background in administration and direct sales, resulting in a 15% reduction in operational costs through effective vendor negotiations. Demonstrated expertise in enhancing customer satisfaction, achieving a resolution rate of over 90% for complaints on first contact. Skilled in cross-selling bank products, successfully onboarding over 100 new customers monthly. Passionate about leveraging strategic insights to transform client interactions into lasting relationships, ultimately driving revenue growth.
Hi, I’m
Elice Machibya
Dar es Salaam
Summary
Overview
7
years of professional experience
Work History
KCB BankDar es Salaam, Tanzania
Customer Experience Executive
06.2020 - 01.2025
Job overview
- Managed customers calls and emails coming to KCB through social media with collaboration with Marketing Department.
- Handled client inquiries, resolved issues promptly, and ensured seamless service that came through calls, email, social media and referrals
- Guided customers on banking products and services, providing tailored recommendations to meet financial needs.
- Facilitated end-to-end resolution of customer claims and complaints, ensuring timely communication and follow-up.
- Conducted Branch Service Compliance Report with BOT regulations.
- Facilitated customer surveys (NPS & CES) with the support from Group Strategy team in collaboration with HR department
- Built and maintained strong relationships with retail and corporate clients, ensuring satisfaction and loyalty through personalized financial solutions.
- Prepared reports on customer service performance, tracked key indicators, and identified areas for improvement.
- Integrated social media into the customer service strategy, growing the platform's support efficacy by 40% and leading to an industry award for innovation.
KCB BankDar es Salaam, Tanzania
Customer Service Officer
01.2020 - 06.2020
Job overview
- On-boarded new customer, individual, companies and business accounts
- Customer visit along side the Relationship managers for compliance and KYC approvals.
- Registered customers with bank digital platforms that the accomplished to a target of 100 customers every month
- Conducted regular follow-ups with customers to ensure ongoing satisfaction and retention.
- Provided exceptional customer service by addressing inquiries and resolving complaints promptly and effectively.
KCB BankDar es Salaam, Tanzania
Marketing and Corporate Affairs Officer/GT
09.2018 - 01.2020
Job overview
- Implemented effective CSR program according to KCB policies.
- Monitored of media activities of KCB and that of competitors and assist in content creation
- Involved in implementing the marketing approach through effective communication programs and other engagements.
- Arranged of company events. Branding on the Banks products distributed.
- Managed social media campaigns, increasing audience engagement by 30% through targeted content and strategic outreach.
- Implemented data-driven marketing analytics to measure campaign effectiveness and optimize future initiatives.
International Commercial Bank (ICB)Dar es Salaam, Tanzania
Direct Sales Officer
01.2018 - 08.2018
Job overview
- Identified and approached potential clients to promote and sell financial products and services.
- Delivered persuasive product presentations, explained benefits, and closed sales to meet monthly targets.
- Onboarded new business and establish new accounts by planning and organizing daily work schedule to call on existing or new clients.
- Market the bank's products and services by cross-selling them to the customers. Marketing to corporate and retail deposits.
- Conducted customer profiling to understand financial needs and recommended suitable products.
- Delivered presentations and product demonstrations to potential clients, highlighting key benefits and features.
- Negotiated contracts and pricing with clients, ensuring profitability while meeting customer needs.
- Door to door product sell.
Education
Loyola High SchoolDar es Salaam, Tanzania
01-2013
University Overview
Loyola High SchoolDar es Salaam, Tanzania
Certificate of Secondary & Advanced Education
01-2013
University Overview
Skills
- Complaint handling
- Product knowledge
- Customer relationship management (CRM)
- Quality assurance monitoring
Timeline
Customer Experience Executive
KCB Bank
06.2020 - 01.2025
Customer Service Officer
KCB Bank
01.2020 - 06.2020
Marketing and Corporate Affairs Officer/GT
KCB Bank
09.2018 - 01.2020
Direct Sales Officer
International Commercial Bank (ICB)
01.2018 - 08.2018
Loyola High School
Loyola High School
Certificate of Secondary & Advanced Education