GIFT M. SELEMANI
DAR ES SALAAM
Summary
Dynamic Customer Service Manager skilled in sales, marketing, and public relations, with a proven track record of driving business improvements and enhancing team performance. Strong expertise in project management and compliance, effectively navigating fast-paced environments to sustain operational accuracy. Committed to fostering a culture of excellence and continuous learning, aimed at achieving mutual growth and profitability.
Overview
3
3
years of professional experience
1
1
Certification
Work History
OPERATIONS MANAGER
WILKUDOS MICRO-CREDIT COMPANY
01.2024 - Current
- Managing activities for five supporting departments, which are Customer Service, Phone Verifiers, Data Team, Quality Assurance Team, and Training Department.
- Conduct research on other microfinance companies and provide necessary advice to the top management to improve our profile.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Provided technical expertise in the design and implementation of automated systems used in the operations department.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Managed scheduling, training and inventory control.
- Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
- Analyzed and controlled materials, supplies and equipment operational expenses.
- Connected with clients and developed strategies to achieve sales and customer service goals.
- Enforced federal, state, local and company rules for safety and operations.
- Produced SOPs to document workplace procedures and optimize productivity through standardization.
- Measured and reviewed performance via KPIs and metrics.
CUSTOMER SERVICE - TEAM LEADER
WILKUDOS MICRO-CREDIT COMPANY
11.2023 - 01.2024
- Provided guidance to customer service representatives in resolving complex customer issues.
- Conducted performance reviews for customer service staff on a regular basis.
- Coordinated training sessions for new customer service personnel.
- Assisted in developing policies and procedures related to customer services operations.
- Monitored the accuracy of data entry into the company's database system by customer service staff.
- Analyzed call volume trends and implemented strategies to improve efficiency of the team.
- Resolved escalated customer complaints in an efficient manner while maintaining excellent customer relations.
- Drafted reports summarizing weekly performance metrics of the team members.
- Collaborated with cross-functional teams such as sales, marketing, technical support.
- Advised management on potential improvements to enhance overall quality of customer services.
- Held monthly meetings with associates to provide constructive feedback on performance.
CUSTOMER SERVICE AGENT
WILKUDOS MICRO-CREDIT COMPANY
09.2023 - 11.2023
- Receiving, attending and recording all the client's enquiries reaching the department through phone calls, WhatsApp and e-mails
- Delivering information about services provided by the company to the customers
- Collecting and analyzing feedback from client and address any challenge to the team leader in charge
- Performed administrative duties related to customer service such as filing documents or completing paperwork.
- Ensured compliance with applicable laws when dealing with customers.
Treasurer
Kind Heart Foundation
06.2021 - 03.2023
- Arranging all contribution procedures for the foundation members
- Ensuring all contributions are secured and documented accordingly
- Manage the budget and purchase of the planned materials for any of the ongoing campaigns and charities
- Monitored and maintained financial records, including budgets, investments, and expenditures.
- Analyzed financial data to identify potential areas of cost savings.
- Investigated variances between actual expenses vs projected budget results.
ASSISTANT SECRETARY
BUGURUNI WARD EXECUTIVE OFFICE
08.2021 - 11.2021
- Attending and delivering information about the required information to guests
- Keeping records and arrangements of all the appointments schedule and meetings to be held
- Assist all guests by giving all the necessary directions and details to the guests visiting the office
- Checking and ensuring all documents are kept in pace
- Provided administrative support to the Secretary, including managing calendars and scheduling meetings.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction at all times.
- Arranged meetings by notifying attendees, reserving rooms and making lodging or meal arrangements.
Education
BACHELOUR DEGREE - MARKETING AND PUBLIC RELATIONS
TANZANIA INSTITUTE OF ACCOUNTANCY
12-2023
CERTIFICATE - ADVANCED SECONDARY EDUCATION
MCHIKICHINI SECONDARY SCHOOL
01.2020
CERTIFICATE - ORDINARY SECONDARY EDUCATION
TAMBAZA HIGH SCHOOL
01.2017
Skills
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Customer relationship management
- Marketing
- Graphic and media design
- Staff management
- Interpersonal communication
- Quality assurance and control
- Project management
- Management
- Report generation
- Microsoft office expertise
NIDA
2000071012-102-0000-118
References
- SAID FUNDI, WARD EXECUTIVE OFFICER, KINYEREZI, 12116, +255 713 412 892
- HUMPHREY SAKINOI, MUNICIPAL EXECUTIVE OFFICER, BUGURUNI MIVINJENI STREET, 12102, +255 757566268
- ZACHARIA NZINYA, FINANCE MANAGER, KINONDONI, DAR ES SALAAM, +255 719 116 644
Seminarstrainingworkshopsattended
- Entrepreneurship, Money and People Skills, TAMBAZA HIGH SCHOOL, 01/01/19
- Modernizing Education Conference, JNICC, 01/01/21
- Youth And Investment in Digital Era, TIA Dar Es Salaam, 01/01/23
- Digital Marketing Summit, Dares Salaam, 01/01/23
- Iftar Dinner by Al Hikma Alumni Association, Dar es salaam, 01/01/24
Personal Information
- Place of Birth: DAR ES SALAAM
- Date of Birth: 07/10/00
- Gender: FEMALE
- Marital Status: SINGLE
Languages
Swahili
First Language
English
Intermediate (B1)
B1
Certification
I , GIFT M SELEMANI AT MY BEST KNOWLEDGE ,CERTIFY THAT THE INFORMATION PROVIDED ABOVE IS ACCURATE AND DESCRIBES MY IDENTIFICATION ,QUALIFICATION AND PERSONAL INTERESTS.
Timeline
OPERATIONS MANAGER
WILKUDOS MICRO-CREDIT COMPANY
01.2024 - Current
CUSTOMER SERVICE - TEAM LEADER
WILKUDOS MICRO-CREDIT COMPANY
11.2023 - 01.2024
CUSTOMER SERVICE AGENT
WILKUDOS MICRO-CREDIT COMPANY
09.2023 - 11.2023
ASSISTANT SECRETARY
BUGURUNI WARD EXECUTIVE OFFICE
08.2021 - 11.2021
Treasurer
Kind Heart Foundation
06.2021 - 03.2023
I , GIFT M SELEMANI AT MY BEST KNOWLEDGE ,CERTIFY THAT THE INFORMATION PROVIDED ABOVE IS ACCURATE AND DESCRIBES MY IDENTIFICATION ,QUALIFICATION AND PERSONAL INTERESTS.
BACHELOUR DEGREE - MARKETING AND PUBLIC RELATIONS
TANZANIA INSTITUTE OF ACCOUNTANCY
CERTIFICATE - ADVANCED SECONDARY EDUCATION
MCHIKICHINI SECONDARY SCHOOL
CERTIFICATE - ORDINARY SECONDARY EDUCATION
TAMBAZA HIGH SCHOOL
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