Janeth Mnjokava
Dar es salaam
Summary
Proven Customer Service Quality Analyst with a track record of enhancing customer satisfaction for Erolink. Leveraged problem-solving and CRM software expertise to elevate service quality, achieving measurable results. Skilled in conflict resolution and quality assurance, I've successfully coached teams towards excellence, significantly improving customer experience.
Overview
13
13
years of professional experience
Work History
Customer Service Quality Analyst
Erolink
Kinondoni
10.2022 - 01.2025
- Suggesting changes in call handling procedures to improve customer satisfaction levels, daily targets of 80 call evaluations
- Examine quality reports and statistical information
- Look into customer complaints and corrective measures to guarantee that quality assurance criteria are met on social media platform.
- Responsible for daily tracking Agent performance, behaviour's and Average Score (KPI'S indicators)
- Coaching and training Contact Centre Agents on their weakness, Knowledge gaps and short slightness so as to improve Quality, delivery and customer experience
- Assisted teams with implementing new recommendations and revising instructions for staff
- Helped Vodacom company improve customer satisfaction and achieve measurable results
Communication officer and Assistant M&E officer
NIRAS- LIC Project
Kigoma/Dodoma
07.2018 - 02.2020
- Conduct Field visit, collecting data and prepare field reports for the monitoring and evaluation activities/documents
- Work in beneficiary assessment and investment study
- Follow up and documenting the LIC project activities and coordinate media and communication affairs and LIC events
- Developed and distributed communication materials (project briefs and LIC short documentary videos) to educate staff on communication practices and for the website
- Worked alongside internal and external teams to create strategic multi-channel communication plans
- Defined KPIs for each communication channel to evaluate campaign's success level
- Attended business, social and other functions to promote organisation
Customer care agent
Erolink-Vodacom Tanzania Limited
11.2011 - 01.2013
- Managing first customer call resolution and resolving organization-customer quarries
- Branding new product to customer and deliver full product information as per customer requirement
- Performing sim card swap and Mpesa quarries such as reversal
- Obtained feedback from customers to improve service experience
- De-escalated objections and disputes professionally to maintain customer satisfaction
- Maintained updated knowledge of products and services offered by the company.
- Delivered customer support to high call load each shift.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
Certificate of Secondary Education Examination -
Akeri Secondary School
Bachelor Degree - Social Work
Institute of Social Work
TanzaniaOrdinary Diploma - Social Work
Institute of Social Work
TanzaniaAdvance Certificate - Journalism
Arusha Journalism Training College
ArushaSkills
- Problem-solving abilities
- Conflict resolution
- Microsoft office expertise
- Quality assurance
- CRM software expertise
- Media Communication
- Customer Experience
- Public Relation and Affair Engagements
- Analytical thinking
- Project Monitoring and Evaluation
- Event/Activities Coordination
- Reporting and documentation
Accomplishments
- I was able to make website active by feeding information on various Projects Updates, Videos on phases of projects and Pictures, on which before website was dormant.
- Conduct Investment and Beneficiary study, develop successful stories for the project website. Lic.or.tz (Local Investment Climate Program).
- Developed a technical 'Know-how' of the corporate environment and culture at KIGOMA and DODOMA Regions.
- SILENT CALLS CAMPAIGN (call avoidance). Campaign aim to check if all calls tagged as Silent Calls are true silent calls. Reduce Call avoidance that originated from behavior issues and unwillingness to assist, (from 36% to 13%) gaps identified was agents ignored customers while are being heard clearly, rushed to avoid HT. Agents were reminded on Zero tolerance Policy particularly on call avoidance as well as being reminded on reporting to TLs when experiencing consecutive silent calls. (Actions to top defaulters)
References
- Mr. Andrew Mhina, Advisor, Social Accountability, Good financial Governance Programme, GIZ-German Development Cooperation, +255 683 290 140
- Miss. Adelaide Kisinda, Economist & Research Consultant, NIRAS, Tanzania, +255 782 169 190
- Mr. Victor Nicodemus, Manager, Quality Analyst, Erolink, +255 764 059 154
Languages
English, Advanced
Personal Information
Date of Birth: 09/12/90
Languages
Swahili
First Language
English
Intermediate (B1)
B1
Timeline
Customer Service Quality Analyst
Erolink
10.2022 - 01.2025
Communication officer and Assistant M&E officer
NIRAS- LIC Project
07.2018 - 02.2020
Customer care agent
Erolink-Vodacom Tanzania Limited
11.2011 - 01.2013
Certificate of Secondary Education Examination -
Akeri Secondary School
Bachelor Degree - Social Work
Institute of Social Work
Ordinary Diploma - Social Work
Institute of Social Work
Advance Certificate - Journalism
Arusha Journalism Training College
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