Hanamariah Gilbert
Dar es Salaam,TANZANIA
Summary
Charismatic and dependable person with the ability to deliver educational assistance and instruction to various levels of learners. Committed to providing students with the necessary tools to achieve academic goals, instilling the love of learning, and fostering cooperative teamwork. Adept in the application of excellent communication and problem-solving skills.
Overview
13
13
years of professional experience
9
9
years of post-secondary education
Work History
Customer service trainer
Self-employed
Dar es Salaam, TANZANIA
11.2024 - Current
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Improved efficiency and productivity by acquiring new skills.
- Used Microsoft Word and other software tools to create documents and clear communications by 75%.
- Applied positive customer service approach in training different teams to increase satisfaction levels by 35%.
Customer service operations officer
TIGO TANZANIA
Dar es Salaam, TANZANIA
04.2018 - 09.2024
- Developing, implementing, and reviewing operational policies and procedures.
- Attending to all customer service staff requests from stores.
- Supporting workers’ communication with management.
- Ensuring all legal and regulatory documents are filled and monitoring compliance with laws and regulations.
- Important communication with local banks for reversal approvals must be made. This increased the rate of transactions by 65%
- Developed standard operating procedures to streamline customer service operations.
- Report writing on solved and unsolved incoming emails/inquiries for easy follow-ups and solving the problems timely manner.
- Conducted regular inspections, ensuring safety compliance.
- Streamlined operations by implementing efficient work processes by 40%.
- Oversaw daily operations for smoother workflow.
Customer Service and Sales Supervisor
TIGO (NFT CONSULT - OUTSOURCED)
Dar es Salaam, TANZANIA
07.2015 - 03.2018
- Conducting daily meetings (Morning brief).
- Achieving first contact resolution for customers’ problems.
- To sell and Advertise company Products.
- To achieve customers satisfaction by delivering good customer service.
- To Protect Company, Customers and Colleagues from any Fraud activities, negligence or threats.
- Supervising sales and service team of 19 people
- Preparation of sales and incident reports (including weekly and monthly reports).
- Appraising performance of team members.
- Driving branch sales to achieve set targets.
- Monitoring problem-solving and solution delivery turnaround time.
Customer Care Representative
AIRTEL TANZANIA
Dar es Salaam, TANZANIA
07.2012 - 06.2015
- Attending to daily customers’ queries and resolutions by 80%.
- Internet configuration
- Managed high-volume customer inquiries professionally.
- Handled sensitive information confidentially to protect customer privacy rights.
- Maintained detailed records of all interactions, comments, complaints, and actions taken for future reference.
- Conducted outbound calls courteously to resolve outstanding matters.
- Delivered exceptional service with timely responses to queries.
- Facilitated seamless communication between management and customers.
- Enhanced customer satisfaction by addressing and resolving complaints swiftly.
- Offered prompt solutions to maintain customer satisfaction by 75%.
Education
MA - Educational Management & Administration
University of Dar es Salaam
01.2019 - 01.2023
Post Graduate - Management of Foreign Relations
Centre for Foreign Relations
TANZANIA 11.2011 - 05.2013
Bachelor of Arts - Education
University of Dar Es Salaam
01.2008 - 01.2011
Skills
- Teaching students
- Communication and active listening
- Customer service
- Leadership
- Teamwork and collaboration
- Patience and compassion
- Problem-solving
Custom
- Mr. James J.F Zotto, Ph.D., University of Dar es Salaam, College of Humanities, P.O.Box 35508, Dar es Salaam, 0743861110, zottojames@gmail.com
- Mr. Mbwaike Mahyenga, Director, Capital Services, Anza Growth Fund, P.O.Box 35508, Dar es Salaam, 0686312911, mbwaike@anzaentrepreneurs.co.tz
- Mariam Jackson Mwayonga, Advocate., Yapi Merkezi Construction and Industry Inc., P.O.Box 2479, Dodoma, 0788508713, mariam.mwayonga@ym.com.tr
Timeline
Customer service trainer
Self-employed
11.2024 - Current
MA - Educational Management & Administration
University of Dar es Salaam
01.2019 - 01.2023
Customer service operations officer
TIGO TANZANIA
04.2018 - 09.2024
Customer Service and Sales Supervisor
TIGO (NFT CONSULT - OUTSOURCED)
07.2015 - 03.2018
Customer Care Representative
AIRTEL TANZANIA
07.2012 - 06.2015
Post Graduate - Management of Foreign Relations
Centre for Foreign Relations
11.2011 - 05.2013
Bachelor of Arts - Education
University of Dar Es Salaam
01.2008 - 01.2011
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