Summary
Overview
Work history
Education
Skills
Languages
Accomplishments
Certification
Affiliations
Personal Information
Custom
Timeline
Generic

FATUMA IBRAHIM BUNDUKI

DAR ES SALAAM,Tanzania

Summary

Dynamic and motivated professional with a strong proficiency in Microsoft Office applications and marketing. Demonstrates excellent communication and networking skills, coupled with a creative and outgoing personality. Proven ability to excel under pressure in multi-tasking environments, leveraging consultative sales approaches to enhance customer service excellence. Adept at understanding customer needs, maintaining records, and managing customer complaints effectively. Committed to team collaboration and achieving product knowledge mastery to drive business success.

Overview

2026
2026
years of professional experience
17
17
years of post-secondary education
1
1
Certification

Work history

CUSTOMER SERVICE OFFICER

DP WORLD
DAR ES SALAAM, TANZANIA
11.2024 - Current
  • Adapted quickly to product changes or updates, resulting in minimal disruption to service.
  • Managed difficult customer situations for maintaining company reputation.
  • Assisted colleagues during peak hours, ensuring overall productivity of team.
  • Prioritised tasks as per urgency, ensuring completion of all tasks within shift.
  • Followed company guidelines to ensure consistent quality of service.
  • Addressed customer queries, resulting in enhanced customer confidence improvement by over 50% with team.
  • Handled multi-line phone system to facilitate timely response to inquiries.
  • Improved customer satisfaction by providing prompt and efficient service.
  • Liaised between customers and management for effective resolution of issues.
  • Resolved conflicts quickly whilst preserving positive business relationships.
  • Learnt new software systems rapidly, enhancing overall work efficiency.
  • Collaborated closely with team members to provide seamless service experience.

MARKETING DEPARTMENT - CUSTOMER CARE OFFICER

KITIKAI LOGISTICS AND SAFARI LTD
Dar es Salaam, Dar es Salaam Region
07.2022 - Current
  • Responding to Inquiries: Handling customer questions and inquiries via phone, email, chat, or in person, providing accurate and timely information , with over 50 client direct contacts
  • Resolving Complaints: Addressing and resolving customer complaints or issues in professional and empathetic manner, ensuring satisfactory outcome
  • Processing Orders and Requests: Assisting customers with placing orders, processing returns, handling exchanges, and managing refunds
  • Providing Product/Service Information: Offering detailed information about products, services, and company policies, helping customers make informed decisions
  • Maintaining Customer Records: Keeping accurate records of customer interactions, transactions, and feedback in customer relationship management (CRM) system or database
  • Escalating Issues: When necessary, escalate complex or unresolved issues to higher-level support or management for further assistance
  • Gathering Customer Feedback: Collecting feedback from customers to understand their needs and experiences, and suggesting improvements to enhance service quality
  • Ensuring Customer Satisfaction: Following up with customers after their issues are resolved to ensure Satisfied outcome with service received and about 25 calls each day for customer feedback review
  • Collaborating with Other Departments: Working closely with other teams, such as sales, technical support, and logistics, to ensure that customer needs are met comprehensively
  • Managing Customer Expectations: Setting realistic expectations for customers regarding what can be done and how long it will take, helping to manage their satisfaction levels
  • Training and Development: Occasionally, providing training or support to new customer service staff, sharing best practices, and maintaining high service standards
  • Adhering to Company Policies: Ensuring all interactions comply with company policies, procedures, and legal requirements
  • Handling Billing and Payments: Assisting customers with billing inquiries, processing payments, and resolving any payment-related issues.

SALES CUSTOMER CONSULTANT

JMD (SATGURU TRAVEL AND TOURS)
02.2017 - 05.2022
  • Understanding Customer Needs: Engaging with customers to identify their requirements, preferences, and concerns to recommend best products or services
  • Product/Service Presentation: Demonstrating and explaining products or services to customers, highlighting features, benefits, and advantages over competitors
  • Sales Process Management: Guiding customers through sales process, including explaining pricing, payment options, and any special promotions
  • Closing Sales: Persuading customers to make purchase, handling negotiations, and finalizing transactions to meet or exceed sales targets
  • Building Relationships: Establishing and maintaining strong relationships with customers to encourage repeat business and customer loyalty
  • Providing After-Sales Support: Ensuring customers are satisfied with their purchase, offering follow-up support, and addressing any post-purchase issues
  • Market Research and Feedback: Gathering customer feedback to understand market trends, customer preferences, and potential areas for improvement in products or services
  • Collaboration with Sales Teams: Working closely with sales team and other departments to align strategies, share insights, and optimize customer experience
  • Upselling and Cross-Selling: Identifying opportunities to offer additional products or services that complement customer's purchase, increasing overall sales
  • Staying Informed: Keeping up-to-date with product knowledge, market trends, and competitor offerings to provide accurate and relevant information to customers.

TOURISM CONSULTANT

UNIGLOBE SKYLINKTRAVEL AND TOURS
05.2016 - 01.2017
  • Responsible for all marketing and lead generation activities
  • Planning and executing targeted B2B lead generation campaigns
  • Conducting market research to identify potential clients
  • Cold calling to ask for appointments with potential customers
  • Arranging packages to be promoted by Branding team
  • Following up on all leads and customers generated from different sources
  • Visiting and meeting potential customers to make sales presentations
  • Maintaining database of all sales calls and sales visits made
  • Providing customers with information about company services
  • Following up business and service requests from customers
  • Responding to inquiries and service requests from customers
  • Developing database of potential customers for future pipeline
  • Maintaining good business relationships with customers.

SALES AND SERVICE OFFICER

OFFGRID - ELECTRIC COMPANY
  • Providing customers information about solar products and services
  • Selling solar product using a consultative sales approach
  • Assisting customers when they face any inconvenience with the service
  • Empowering the team member to reach the targeted goals.

DATA CONTROL OFFICER

Tanzania ports Authority
07.2013 - 09.2013
  • Maintaining the data's and files of employees for easier accessibility.

Education

MASTERS OF MARKETING MANAGEMENT - MARKETING

UNIVERSITY OF MZUMBE - COLLEGE OF BUSINESS STUDIES
10.2019 - 12.2021

Bachelor Degree - TOURISM AND MARKETING

University of Dodoma - School of Humanities And Social Science.
Dar Es Salaam
01.2012 - 04.2015

Advanced Level certificate (ALC) -

Advanced Level Certificate.
Dar Es Salaam
01.2010 - 04.2012

Some College (No Degree) -

Zanaki Secondary School
Dar Es Salaam
01.2006 - 04.2009

Certificate of Primary Education (CPE) -

Uhuru Wasichana Primary School
01.1999 - 04.2005

Skills

  • Microsoft Office applications (Word, Excel, Access, Power Point, Internet & Email)
  • Social Media Marketing skills
  • Excellent communicator and networker with good social skills
  • Creative, out-going and highly motivated, self-confident, dependable and honest
  • Ability to work under pressure in multi-tasking work environment
  • Ability to sell products and services using consultative sales approach
  • Customer service excellence
  • Product knowledge mastery
  • Understanding customer needs
  • Record maintenance
  • Team collaboration
  • Customer complaint management
  • Data entry proficiency

Languages

Swahili
English

Accomplishments

Best Employees of the month consecutively from Jan 2022-jun. 2022

DP World Global Code of Ethics 2024

Identifying Hazards and Managing Risks

Imperial Data Privacy

Imperial Information Security

General Security Awareness

Certification

  • Certificate in Leadership management from Mzumbe university
  • Certificate of Good Governance from Mzumbe university
  • ISTICA certification

Affiliations

  • READING
  • NETWORKING
  • TRAVELLING
  • PUBLIC SPEAKING

Personal Information

Custom

4,6

Timeline

CUSTOMER SERVICE OFFICER

DP WORLD
11.2024 - Current

MARKETING DEPARTMENT - CUSTOMER CARE OFFICER

KITIKAI LOGISTICS AND SAFARI LTD
07.2022 - Current

MASTERS OF MARKETING MANAGEMENT - MARKETING

UNIVERSITY OF MZUMBE - COLLEGE OF BUSINESS STUDIES
10.2019 - 12.2021

SALES CUSTOMER CONSULTANT

JMD (SATGURU TRAVEL AND TOURS)
02.2017 - 05.2022

TOURISM CONSULTANT

UNIGLOBE SKYLINKTRAVEL AND TOURS
05.2016 - 01.2017

DATA CONTROL OFFICER

Tanzania ports Authority
07.2013 - 09.2013

Bachelor Degree - TOURISM AND MARKETING

University of Dodoma - School of Humanities And Social Science.
01.2012 - 04.2015

Advanced Level certificate (ALC) -

Advanced Level Certificate.
01.2010 - 04.2012

Some College (No Degree) -

Zanaki Secondary School
01.2006 - 04.2009

Certificate of Primary Education (CPE) -

Uhuru Wasichana Primary School
01.1999 - 04.2005

SALES AND SERVICE OFFICER

OFFGRID - ELECTRIC COMPANY

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FATUMA IBRAHIM BUNDUKI