Happy M. Siga
Dar es Salaam
Summary
Dynamic customer service ,professional with extensive experience with Proven track record in enhancing customer satisfaction through effective communication and remote troubleshooting. Skilled in B2B sales support and data entry accuracy, consistently delivering exceptional service and training new staff to uphold high standards.
Overview
12
12
years of professional experience
Work History
Customer service
Tanzania Telecommunications Company Ltd (TTCL)
Dar Es Salaam, Tanzania
01.2021 - Current
- Provided remote support and troubleshooting for telecom services.
- Provided friendly and courteous customer service.
- Served on the customer retention team, addressing concerns, and improving satisfaction.
- Analyzed customer feedback to improve customer service levels.
- Provided outstanding customer service to ensure positive experiences.
- Contributed ideas towards improving customer service standards.
- Followed company policies regarding customer service standards.
- Created training materials for customer service staff members.
- Trained new customer service representatives on product knowledge and customer service skills.
- Drafted reports summarizing customer service performance metrics.
- Handled escalated customer service issues as needed.
- Received and processed incoming customer service calls.
- Maintained accurate records of all customer service interactions.
- Maintained professionalism and empathy while managing high-volume calls.
- Monitored incoming emails related to customer service issues.
Customer Service Representative
Tanzania Telecommunications Company Ltd (TTCL)
Dar Es Salaam, Tanzania
01.2018 - 03.2021
- Provided direct customer support and managed client inquiries efficiently.
- Promote services and B2B sells TTCL products, like routers, landlines, modems, and SIM cards.
- Supported sales team members to drive growth and development.
- Trained new staff on customer service protocols and system usage.
- Gathered feedback from customers to improve service delivery processes.
- Maintained accurate records of customer interactions in the database system.
- Prepared bid reports and completed on-site product and service installations.
- Scheduled appointments and responded to customer queries regarding products and services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Data Entry Clerk
Uchumi Supermarket
Dar Es Salaam, Tanzania
01.2014 - 12.2014
- Verified data accuracy by cross-referencing with source documents.
- Maintained organized filing system for physical and digital records.
- Processed invoices and receipts for timely record keeping.
- Performed data entry from paper documents, emails, and other sources into computer systems.
- Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
- Organized and stored physical records securely.
Education
Bachelor's Degree - Business Administration
College of Business Education
01.2021
Diploma - Business Administration
College of Business Education
01.2014
Certificate - Business Administration
College of Business Education
01.2012
Ordinary Level - Certificate of Secondary Education
Benjamin Mkapa Secondary School
Dar es Salaam01.2010
Skills
- Customer relationship management
- Data entry accuracy
- B2B sales support
- Effective communication
- Remote troubleshooting
References
- Anna Kijugu, Sales Officer, Knouf Company Limited, Dar es Salaam, 0743370771, darlingannadicky@gmail.com
- Alfred Mchinamnamba, Medical Officer, Kigamboni Municipal, Dar es Salaam, 0715400196 / 0782650000, Alphred2009@gmail.com
Languages
- Swahili, Native, fluent speaker
- English, Good written and spoken proficiency
Timeline
Customer service
Tanzania Telecommunications Company Ltd (TTCL)
01.2021 - Current
Customer Service Representative
Tanzania Telecommunications Company Ltd (TTCL)
01.2018 - 03.2021
Data Entry Clerk
Uchumi Supermarket
01.2014 - 12.2014
Bachelor's Degree - Business Administration
College of Business Education
Diploma - Business Administration
College of Business Education
Certificate - Business Administration
College of Business Education
Ordinary Level - Certificate of Secondary Education
Benjamin Mkapa Secondary School
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