Emelyne Malisa
Dar Es Salaam
Summary
Accomplished Head of Customer Experience with a strong track record at Tunzaa, recognized for elevating customer satisfaction and optimizing service delivery processes. Proven ability to leverage advanced CRM systems and exceptional communication skills to drive strategic initiatives, enhance operational efficiency, and contribute to measurable revenue growth. Highly skilled in data analysis for actionable insights, with a demonstrated talent for relationship management and a keen analytical mindset.
Overview
5
5
years of professional experience
Work History
Head of Customer Experience
Tunzaa Digital Holding LTD
06.2024 - Current
- Developing and executing a comprehensive customer experience strategy aligned with company objectives.
- Managing promotional campaigns via SMS, email, and in-app notifications to boost revenue.
- Collaborating with cross-functional teams, including marketing, sales, and logistics, to ensure seamless service delivery.
- Collecting and analyzing customer feedback to identify improvement opportunities.
- Overseeing the smooth coordination of logistics to ensure timely and accurate delivery of goods.
- Ensuring efficient communication channels and reducing response times for customer inquiries.
- Providing actionable data-driven insights and recommendations for continuous improvement.
- Created strategies to improve customer satisfaction by focusing on product quality, delivery speed, and customer service responsiveness.
- Worked closely with other departments such as sales, marketing, product development, and IT in order to ensure a seamless end-to-end experience for customers.
Customer Experience Executive
Tunzaa Digital Holding LTD
07.2023 - 05.2024
- Providing exceptional customer support through phone, email, live chat, and social media.
- Reporting customer trends, concerns, and feedback to relevant departments.
- Acting as a customer advocate within the organization to align services with customer needs.
- Gathering and analyzing customer feedback to recommend improvements.
- Ensuring professionalism and empathy in all customer interactions.
- Identifying key touchpoints in the customer journey to enhance experiences.
Customer Service Supervisor
Tigo Millicom Company
07.2021 - 05.2023
- Resolving customer complaints and ensuring timely resolutions.
- Analyzing product performance and conducting periodic health checks.
- Leading weekly operations and technical meetings to address service issues.
- Reducing customer churn through proactive retention strategies.
- Enhancing team efficiency by creating operational guidelines.
- Maintaining high standards of punctuality and professional etiquette.
Customer Service Agent
Tigo Millicom Company
08.2020 - 07.2021
- Handling customer inquiries and resolving issues across various channels.
- Maintaining an updated call center database.
- Educating customers on new products and services.
- Analyzing customer feedback to identify service gaps.
- Contributing to team efforts to exceed performance targets.
- Preparing detailed reports using Microsoft Excel to track operational metrics.
Education
Certificate - Customer Analysis
University of Pennsylvania
Bachelor's Degree - General Science (Environmental)
Open University of Tanzania
ACSEE (Advanced Certificate of Secondary Education) -
St. Mary's Mazinde Juu Girls Secondary School
CSEE (Certificate of Secondary Education) -
St. Mary's Mazinde Juu Girls Secondary School
Skills
- Advanced customer service and relationship management skills
- Proficiency in CRM tools, such as Salesforce and HubSpot
- Proficiency in the Microsoft Office Suite
- Effective communication and analytical skills
- Strong negotiation skills
- Expertise in promotional campaign management
- Expertise in operational efficiency improvement
- Data-driven decision making
- Strategic planning capabilities
General profile
Knowledgeable and dedicated customer service professional with extensive experience in the industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport. I am keen to explore new areas that enhance my creative nature, a self-motivated, challenge-driven individual who enjoys team dynamics and networking.
References
- Tumaini, Msuya, Team Leader Customer Service, +255 719 717 197, Tigo Millicom Tanzania
- Domina, Tarimo, Relationship Manager, +255 653 914 440, National Microfinance Bank
- Ngwinula, Kingamkono, CEO, +255 712 277 631, Tunzaa Digital Holdings LTD
Timeline
Head of Customer Experience
Tunzaa Digital Holding LTD
06.2024 - Current
Customer Experience Executive
Tunzaa Digital Holding LTD
07.2023 - 05.2024
Customer Service Supervisor
Tigo Millicom Company
07.2021 - 05.2023
Customer Service Agent
Tigo Millicom Company
08.2020 - 07.2021
Certificate - Customer Analysis
University of Pennsylvania
Bachelor's Degree - General Science (Environmental)
Open University of Tanzania
ACSEE (Advanced Certificate of Secondary Education) -
St. Mary's Mazinde Juu Girls Secondary School
CSEE (Certificate of Secondary Education) -
St. Mary's Mazinde Juu Girls Secondary School
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