Flora Julius Ngahyoma
Dar Es Salaam
Summary
Dynamic professional with a proven track record at Airtel Money, excelling in customer service and CRM management. Recognized for optimizing response processes and achieving Net Promoter Score standards. Strong client relations and problem-solving skills drive operational efficiency and enhance customer satisfaction. Committed to delivering impactful results in fast-paced environments. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Back-office Support / Customer Service Representative
Airtel Money
08.2024 - Current
- Met Net Promoter Score standards through consistent service delivery.
- Achieved Average Handling Time goals by optimizing response processes.
- Provided timely support for data approvals and submissions within the system.
- Resolved complaints within established turnaround time agreements.
- Documented all client interactions to maintain accurate records.
- Utilized CRM effectively, ensuring data management accuracy.
- Submitted all activities punctually to uphold operational efficiency.
Communication Officer, Sales Executive and Customer Care Provider
Gateway gaming Tanzania Limited
Dar Es Salaam, Tanzania
06.2019 - 04.2021
- Developed marketing and sales strategies to drive revenue growth.
- Fostered strong client relationships to enhance customer satisfaction.
- Collaborated with Media department on promotional initiatives.
- Ensured achievement of sales targets through effective planning.
- Created awareness of company services to expand market reach.
- Resolved client complaints promptly to maintain trust.
- Collected client feedback for continuous improvement.
Intern
USAID INTERNEWS BORESHA HABARI
Dar Es Salaam, Tanzania
01.2019 - 04.2019
- Composed, edited, and distributed content such as press releases, reports, and website material.
- Maintained media database and cultivated effective relationships with journalists.
- Identified and documented success stories through audio interviews and written narratives.
Training
USAID INTERNEWS BORESHA HABARI
08.2018 - 09.2018
- Preparing news scripts to be read on the Radio.
- Writing press release.
- News editing.
- Identifying and documenting success stories through audio and writing.
- Preparing feature documentaries for radio programs.
Practical Training
TABIBU MEDIA
Dar Es Salaam, Tanzania
06.2017 - 08.2017
- Coordinated media events and on-ground activations to enhance brand visibility.
- Authored press releases to effectively communicate key messages.
- Conducted research on media programs to inform strategic outreach.
- Served as assistant public relations officer, supporting various initiatives and events.
Practical Training
MLIMANI MEDIA
Dar Es Salaam, Tanzania
06.2016 - 09.2016
- Prepared news scripts for radio broadcasts.
- Edited news content for clarity and accuracy.
- Delivered news segments live on air.
- Created feature documentaries for radio programs.
- Provided voice-over services for various productions.
Education
Bachelor degree of arts - journalism
University of Dar Es salaam
01.2018
Advanced certificate of secondary school education -
Baobab Girls Secondary School
01.2014
O’level certificate of secondary school education -
Kiraeni Girls Secondary School
01.2011
Certificate of primary school education -
Diamond Primary School
01.2007
Skills
- Microsoft Office Suite
- Customer service and support
- CRM management
- Client relations
- Operational efficiency
- Problem solving
- Complaint resolution
- Data management
- Public relations
References
- Victoria Rowan, Program Officer, Internews, 0765 2559597, Vicky.rowan@yahoo.com
- Alfonce Choi, Financial Manager, Gateway Gaming Tanzania Limited (MBET), 0678 703527, Alfonce.choi@m-bet.com
- Jeremiah Mushi, Logistics Officer Internews Tanzania, 0714 432352, jeremiahmushi89@gmail.com
Training
- Customer service Training, Exact Manpower Consulting Limited, 09/01/20
- Internship, USAID INTERNEWS BORESHA HABARI, 01/01/19, 04/01/19, Write, edit and distribute content including press releases, reports, website content, Maintaining media database and effective relationship with journalists, Identify and documenting success stories through audio and writing
- Training, USAID INTERNEWS BORESHA HABARI, 08/01/18, 09/01/18, Preparing news scripts to be read on the Radio, Writing press releases, News editing, Identifying and documenting success stories through audio and writing, Preparing feature documentaries for radio programs
- Practical training, MLIMANI MEDIA, 06/01/16, 09/01/16, Preparing news scripts to be read on the Radio, News editing, Reading news on the radio, Preparing feature documentaries for radio programs, Voice over
- Practical training, TABIBU MEDIA, 06/01/17, 08/01/17, Preparing media events and on ground activations, Writing press releases, Conducting table research on media programs broadcasted by the media, Worked as an assistant public relations officer and events coordinator
Languages
- Kiswahili
- English
Personal Information
- Date of Birth: 08/30/95
- Gender: Female
- Marital Status: Married
- Religion: Christian
Timeline
Back-office Support / Customer Service Representative
Airtel Money
08.2024 - Current
Communication Officer, Sales Executive and Customer Care Provider
Gateway gaming Tanzania Limited
06.2019 - 04.2021
Intern
USAID INTERNEWS BORESHA HABARI
01.2019 - 04.2019
Training
USAID INTERNEWS BORESHA HABARI
08.2018 - 09.2018
Practical Training
TABIBU MEDIA
06.2017 - 08.2017
Practical Training
MLIMANI MEDIA
06.2016 - 09.2016
Bachelor degree of arts - journalism
University of Dar Es salaam
Advanced certificate of secondary school education -
Baobab Girls Secondary School
O’level certificate of secondary school education -
Kiraeni Girls Secondary School
Certificate of primary school education -
Diamond Primary School
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