Jacqueline Urima
Kilimanjaro,02
Summary
Dynamic customer service professional with a proven track record at Airtel Tanzania, adept at problem-solving and enhancing customer satisfaction. Skilled in managing high-stress situations and exceeding performance metrics. Proficient in Microsoft Outlook and data entry, demonstrating adaptability and strong communication skills to drive team success and client loyalty.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Mic Tanzania
06.2018 - 12.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Participated in training programs to enhance product knowledge and customer service skills.
- Keeping records of customer interactions,transactions,comments and complaints.
Administrative Officer
Environmental Resources Consultancy
01.2018 - 06.2018
- Maintained accurate records, ensuring timely processing of invoices, payments, and financial reports.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Provided exceptional support to the executive team by managing schedules, coordinating travel plans, and organizing meetings.
- Created, prepared, and delivered reports to various departments.
- Updated reports, managed accounts, and generated reports for company database.
- Sorting data for tenders and deadlines.
- Responding to incoming calls stand mails offering solutions
Administrative Officer
Jindall Geological Company Limited
12.2013 - 11.2014
- Maintained accurate records, ensuring timely processing of invoices, payments, and financial reports.
- Maintaining and updating visitors and staff logbook.
- Managing office calendar and setting appointments.
- Responding to phone calls and emails offering solutions
- Provided exceptional support to the executive team by managing schedules, coordinating travel plans, and organizing meetings.
- Created, prepared, and delivered reports to various departments.
Assistant Team Leader
Aga Khan Health Services
05.2013 - 11.2013
- Created staff schedules, approved requested time off and updated reports.
- Preparing activity budget and documenting expenditures.
- Guiding project staff and volunteers in implementing project goals
- Liaising with local community leaders on various project issues
- Designing BCC campaigns and community outreach materials
- Facilitating seminars,workshops and other community events.
- Preparing monthly projects progress reports and submitted to Project Manager
Call Centre Acting Team Leader
Airtel Tanzania
05.2011 - 04.2013
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Supervised Call Centre Agents to ensure quality customer service offered to clients.
- Tracked service level Key Performance Indicator of all call centre agents.
- Tracked daily attendance and deviation of all call centre agents.
- Conducted performance appraisal of individual and team performance.
- Identified skills gap and driving service skills to team members.
- Suggested to management on ways to improve call centre perfomance
Call Center Representative
Airtel Tanzania
08.2010 - 04.2011
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Identified upselling opportunities to increase revenue generation.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
Education
Bachelor of Arts - Sociology
University of Dar Es Salaam
Dar Es Salaam, Tanzania11-2009
Skills
- Problem-solving
- Active listening
- Adaptability and flexibility
- Call center experience
- Microsoft outlook
- Multi tasking
- Appointment scheduling
- Data entry
- Computer proficiency
- Problem resolution
- Time management
- Customer service
Languages
Swahili
Native language
English
Advanced
C1
German
Beginner
A1
Timeline
Customer Service Representative
Mic Tanzania
06.2018 - 12.2021
Administrative Officer
Environmental Resources Consultancy
01.2018 - 06.2018
Administrative Officer
Jindall Geological Company Limited
12.2013 - 11.2014
Assistant Team Leader
Aga Khan Health Services
05.2013 - 11.2013
Call Centre Acting Team Leader
Airtel Tanzania
05.2011 - 04.2013
Call Center Representative
Airtel Tanzania
08.2010 - 04.2011
Bachelor of Arts - Sociology
University of Dar Es Salaam
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