HOPE KASESELA
Dar es salaam,Tanzania
Summary
Polite and professional person with strong communication and multitasking skills. Experienced in resolving customer complaints within company guidelines and using own initiative. Implements customer follow-up to uphold service standards and guarantee customer satisfaction.
Overview
14
14
years of professional experience
6
6
years of post-secondary education
Work History
Sales and service/support & Banc-assurance Officer
CRDB BANK plc
Dar es salaam, Tanzania
12.2023 - Current
- Maintained high standards of personal conduct, contributing to a positive work environment.
- Collaborated with colleagues for effective teamwork.
- Managed multiple tasks to meet strict deadlines.
- Photocopied, faxed and filed documentation to maintain customer records.
- Greeted customers and provided helpful, informative advice on business services.
- Maximised sales revenue growth by successfully identifying up- and cross-selling opportunities.
- Supported continuous improvement initiatives, collecting customer feedback to inform future business processes.
Acting Manager customer experience
CRDB Bank plc
Dar es salaam, Tanzania
06.2023 - 11.2023
- Delivered exceptional service by addressing customer queries promptly.
- Resolved complaints efficiently, fostering customer loyalty.
- Devised strategies to improve customer engagement.
- Conducted regular meetings for transparent communication.
- Demonstrated leadership skills in managing diverse teams.
- Managed challenging situations to ensure customer satisfaction.
- Maintained positive relationships through effective communication.
- Oversaw daily operations, ensuring optimal performance.
- Fostered a supportive environment through active team management.
- Collaborated cross-functionally for seamless service delivery.
- Enhanced operating procedures for smoother workflow.
- Facilitated communication and collaboration across departments.
- Actioned customer feedback to promote continued service improvement.
- Organised continuous facilities cleaning, minimising risk and maintaining professional appearance.
- Stored transaction information securely for thorough financial reference.
OperationalOfficer / Customer Service Personnel
CRDB Bank plc
Dar es salaam, Tanzania
02.2021 - 05.2023
- Enhanced operational efficiency with systematic procedure implementation.
- Assessed risk in operational activities to ensure safety measures were upheld at all times.
- Planned daily operations to maximise productivity, monitoring KPIs to promote consistent progress towards targets.
- Contributed to ongoing organisational success through focus on continuous improvement and operational excellence.
- Monitored operational costs to maintain and improve profit margins, implementing cost-saving strategies.
- Facilitated smooth transactions by accurately processing sales and payments.
- Addressed customer queries, resulting in enhanced customer confidence.
- Prioritised tasks as per urgency, ensuring completion of all tasks within shift.
- Promoted a welcoming atmosphere, leading to increased return customers.
- Maintained up-to-date knowledge about products and services, assisting in informed decision making.
- Utilised strong communication skills for handling customer complaints effectively.
- Met daily targets by efficiently managing workload within set timelines.
- Improved customer satisfaction by providing prompt and efficient service.
- Maintained working knowledge of available products and services.
- Promptly responded to inquiries and requests from prospective customers.
- Participated in meetings to discuss goals and sales target.
- Engaged in team-building activities to build rapport with staff.
- Updated account information after customer calls for well-maintained data accuracy.
- Listened actively to offer accurate information and best solution to their needs.
- Obtained feedback from customers to improve service experience.
- Advised customers on availability, pricing and location of products.
- Ensured adherence to company policies whilst carrying out tasks, reduced risk of discrepancies and errors.
Acting Branch Quality Assurance
CRDB Bank plc
Dar es salaam, Tanzania
02.2020 - 01.2021
- Ensure branch compliance to operational procedures.
- Checking on branch operations to prevent fraud as well as realizing early detection of errors.
- Checking KYC for newly opened accounts, specimen signature cards and mandate files for verification to ensure compliance to approved policies and procedures.
- Ensure that branch approved cash holding limit is observed and achieved without any reminder from HQ.
- Checking loan overdrafts, term loans to ensure correct approved limits against each account and expiry dates and those operating above limits.
- Checking of teller's daily cash balance and summaries against journals and computer reports.
- Carrying out snap checks on surprise basis in the strong room and in the cashier's cubicles against cash, account balance-controlled stationery and customer security documents and record the findings in snap check reports.
- Overseeing compliance to bank procedures
- Preparation of daily control returns for submission as per bank guidelines.
- Monitoring of cash repatriation transactions process to ensure smooth and guaranteed bank operations in line with the cash policy and procedure.
- Monitor Account Opening, Tembo card Application processes to ensure that customers' accounts are opened in line with bank policies and procedures.
- Monitor scanned documents to ensure that they are correct and accurate and are delivered in accordance with bank policies and procedures.
- Review all daily transactions to ensure they have been transacted in line with the policies and procedures.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Customer service Officer
CRDB Bank plc
Dar es salaam, Tanzania
07.2017 - 01.2020
- Delivered high-quality service with attention to detail and professionalism.
- Collaborated closely with team members to provide seamless service experience.
- Followed company guidelines to ensure consistent quality of service.
- Maintained up-to-date knowledge about products and services, assisting in informed decision making.
- Managed difficult customer situations for maintaining company reputation.
- Responded to customer requests with friendly, knowledgeable service and support.
- Recorded and processed customer data accurately.
- Registered customer information to maintain accurate records.
- Participated in meetings to discuss goals and sales target.
- Adhered strictly to policies and procedures for continued company compliance.
- Engaged in team-building activities to build rapport with staff.
- Gathered customer feedback to identify successes and highlight improvement opportunities.
- Managed banking and accounts with expert finance knowledge.
- Processed and issued refunds, exchanges and credit notes, providing tailored solutions to customer issues.
Administration Officer
CRDB Bank plc
Dar es salaam, Tanzania
04.2017 - 06.2017
- Maintained office equipment to avoid workflow disruption.
- Conducted research for specific projects, providing valuable information for decision making.
- Expedited office efficiency by managing incoming and outgoing correspondence.
- Fielded telephone calls professionally, ensuring customer satisfaction.
- Kept an updated database of client contacts; improved customer relationship management.
- Ordered stationery supplies to meet usage demands, including ink cartridges, toner and paper.
- Prepared and posted invoices to customers, processed payments and documented account updates.
- Carried out duties with strict compliance to company standards and policies.·
- Writing Vouchers
- Back office Posting
- Managing card-application form, accounts opening forms
- · Scanning outward cheques, accounts and Tiss and Swift application form
-
Customer advisor
CRDB Bank plc
Dar es salaam, Tanzania
12.2015 - 03.2017
- Ensured smooth store operations by coordinating with the team effectively.
- Handled returns and exchanges diligently minimising dissatisfaction amongst clientele.
- Escalated unresolved issues within appropriate channels guaranteeing timely resolution.
- Facilitated seamless transactions at check-out counters for quick checkout process.
- Participated actively in team meetings contributing valuable ideas towards improving the overall store performance.
- Stayed updated on company policies, enabling accurate information dissemination to customers.
- Delivered personalised service to each client, fostering trust and loyalty.
- Resolved customer complaints effectively, maintaining brand reputation.
- Enhanced customer satisfaction by promptly addressing queries and concerns.
- Assisted customers in product selection, resulting in increased sales.
- Maintained high-level product knowledge for accurate advice and recommendations.
- Collaborated closely with colleagues to resolve complex customer issues swiftly.
- Achieved higher customer retention through consistent follow-ups and updates.
- Correctly identified client needs, providing tailored, personalised guidance to ensure outstanding customer experiences.
- Identified and effectively resolved customer issues, consistently meeting call time targets.
- Offered detailed advice on product and service benefits.
- Performed cashier duties, including balancing and end-of-day banking.
- Maintained up-to-date product and service knowledge by attending regular training opportunities.
- Processed sales and orders accurately and efficiently, exceeding performance and productivity targets.
- Offered prompt solutions to maintain customer satisfaction.
Bank teller
CRDB Bank plc
Dar es salaam, Tanzania
06.2011 - 11.2015
- Streamlined transaction processes, improving customer wait times.
- Identified potential sales leads whilst delivering excellent service.
- Ensured security measures, minimising risk of fraudulent activity.
- Improved customer satisfaction by promptly processing transactions and answering inquiries.
- Performed daily cash drawer reconciliation to maintain accuracy.
- Managed high-volume cash handling for efficient banking operations.
- Handled sensitive information discreetly, safeguarding client confidentiality.
- Delivered exceptional service for enhanced customer relations.
- Balanced vaults and ATMs, ensuring optimal cash availability.
- Turned in excess cash to maintain drawer security.
- Logged cashier's cheques and other transactions to maintain accuracy of account records.
- Observed procedures regarding financial and customer information to prevent possible breaches and data misuse.
- Consistently met service quality targets by maintaining in-depth knowledge of bank products, services and best practices.
- Removed mutilated currency from circulation.
- Counted and packaged currency and coins.
- Processed cash deposits and withdrawals for customers.
- Organised transfers to move money between customer accounts, between customers, and between businesses.
- Inspected cheques and money orders to identify fraud markers.
- Adjusted client accounts with credits or debits matching current needs.
- Educated customers about remote banking tools to improve customer service and reduce burden on in-person team.
- Completed currency exchanges following current, accurate rates.
- Reconciled accounts and cash drawers for discrepancy-free recordkeeping.
- Suggested additional products and services matching customer needs.
Customer care Representative
Airtel Tanzania Limited
Dar es salaam, Tanzania
01.2011 - 06.2011
- Sold products and service to customers via telephone
- Determined customer requirements and provided solutions
- Answered inquiries by clarifying desired information; researching, locating, and providing information.
- Resolved problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
- Fulfilled requests by clarifying desired information; completing transactions; forwarding requests
- Managed high-volume customer inquiries in a professional manner.
- Advised customers on availability, pricing and location of products.
Education
MBA in Cooperate Management - • Financial Management, • Banking and Microfinance, • Contracting and MF Products
MZUMBE UNIVERSITY
Dar es Salaam, Tanzania 10.2014 - 12.2016
Advanced Diploma in Banking and Finance - Cooperate Finance,Banking Operations,Managerial Accounting,Business Economics ,Business Law
INSTITUTE OF FINANCE MANAGEMENT (IFM)
Dar-es-Salaam, Tanzania 10.2007 - 09.2010
Certificate in Banking - Cooperate Finance ,International Banking Operations,Managerial Accounting
INSTITUTE OF FINANCE MANAGEMENT (IFM)
Dar-es-Salaam, Tanzania 09.2006 - 10.2007
Certificate in Microcomputer Applications - Ms Window,Ms Word, Ms-Excel,Ms-Access,Internet and Email
University of Dar Es Salaam Computing Centre
Dar es salaam,Tanzania 06.2006 - 09.2006
Skills
- Professional Finance and Banking expert
- Acquired skills in Customer Service Techniques
- Strong organizational, planning skills and paying attention to details,
- Confident Young Professional with motivation and enthusiasm to take next career step
- Multi-task with strong communication skills, both written and verbal (English and Swahili)
Languages
English
Intermediate
Swahili
Fluent
Accomplishments
- Served customers in a positive way, receiving appreciation note for delivering great service
- Earned a new certification in Bancassurance while working full-time
Timeline
Sales and service/support & Banc-assurance Officer
CRDB BANK plc
12.2023 - Current
Acting Manager customer experience
CRDB Bank plc
06.2023 - 11.2023
OperationalOfficer / Customer Service Personnel
CRDB Bank plc
02.2021 - 05.2023
Acting Branch Quality Assurance
CRDB Bank plc
02.2020 - 01.2021
Customer service Officer
CRDB Bank plc
07.2017 - 01.2020
Administration Officer
CRDB Bank plc
04.2017 - 06.2017
Customer advisor
CRDB Bank plc
12.2015 - 03.2017
MBA in Cooperate Management - • Financial Management, • Banking and Microfinance, • Contracting and MF Products
MZUMBE UNIVERSITY
10.2014 - 12.2016
Bank teller
CRDB Bank plc
06.2011 - 11.2015
Customer care Representative
Airtel Tanzania Limited
01.2011 - 06.2011
Advanced Diploma in Banking and Finance - Cooperate Finance,Banking Operations,Managerial Accounting,Business Economics ,Business Law
INSTITUTE OF FINANCE MANAGEMENT (IFM)
10.2007 - 09.2010
Certificate in Banking - Cooperate Finance ,International Banking Operations,Managerial Accounting
INSTITUTE OF FINANCE MANAGEMENT (IFM)
09.2006 - 10.2007
Certificate in Microcomputer Applications - Ms Window,Ms Word, Ms-Excel,Ms-Access,Internet and Email
University of Dar Es Salaam Computing Centre
06.2006 - 09.2006
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