STANSLAUS STEPHEN SANA
MBEYA
Summary
With over seven years of dedicated experience, I have honed my skills as a Customer Service Manager and Operations Support professional. My role has been instrumental in ensuring exceptional customer experiences while optimizing operational efficiency.
As a Customer Service Manager, I have spearheaded teams to deliver unparalleled support, resolving issues promptly, and fostering positive relationships with clients. Utilizing effective communication and problem-solving abilities, I have consistently met and exceeded customer satisfaction targets.
In Operations Support, I have streamlined processes and implemented strategies to enhance productivity and reduce costs. My expertise includes analyzing data, identifying areas for improvement, and implementing innovative solutions to drive operational excellence.
Throughout my career, I have demonstrated leadership, adaptability, and a commitment to continuous improvement. I thrive in fast-paced environments, where I can leverage my expertise to deliver results that exceed expectations.
Overview
9
9
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE MANAGER AND OPERATIONS SUPPORT
NBC BANK TANZANIA
MBEYA CITY
08.2021 - Current
- Managed all types of customer service complains and queries from both Cooperates, SMEs, and retail segment minimum 170 complains per month.
- Ensured a team deliver first class customer service and meet monthly target through demonstrated expertise in product features, benefit and uses from customers.
- Managed to become the best branch across 25 surveyed branches in customer service Mystery shopping conducted by IPSOS company in November 2021 with total marks of 91%.
- Successful managed all operational activities of largest branch in southern zone areas and among Top five branch across the network in terms of assets and liability.
- Supervised physical and operational securities of the branch through onsite and on reports to ensure all frauds, money laundering and all types of suspicious activities are detected and timely reported/escalated
- Routinely increased branch efficiency and drove branch revenue by optimizing daily operations through controlling branch expenses to the acceptable management standard.
- Generated high number of sales leads through sustainable customer relationship, frequency visitations and phone calls.
- Keep updated and ahead of industry developments though frequent training, circulars, and manuals.
CUSTOMER EXPERIENCE OFFICER
NBC BANK TANZANIA
HEAD OFFICE DAR ES SALAAM, TANZANIA
04.2020 - 08.2021
- Developed strategies to enhance customer experience and increase customer loyalty.
- Gathered feedback from customers on their experiences with the company's products or services.
- Maintained accurate records of customer interactions, transactions, comments, and complaints.
- Created reports to document customer service metrics such as average response time for inquiries and resolution rate for issues reported by customers.
- Monitored social media platforms for customer feedback or concerns.
- Identified opportunities to improve processes related to customer service operations.
- Analyzed trends in customer complaints and suggested improvements accordingly.
- Collaborated with other departments such as marketing or sales to develop effective solutions for customers' needs.
- Participated in team meetings to discuss ways to optimize the customer experience.
- Advised management on best practices related to providing excellent customer service.
- Developed training materials and provided onboarding sessions for new staff members.
- Implemented strategies designed to increase customer satisfaction levels.
- Conducted surveys with existing customers about their experiences with the company's products or services.
- Reviewed policies regularly to ensure that they align with current industry standards.
- Ensured compliance with applicable laws regarding consumer protection regulations.
- Increased customer satisfaction ratings to 86% from 82% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
CUSTOMER SERVICE OFFICER
NBC BANK TANZANIA
NJOMBE
11.2017 - 04.2020
- Reviewed customer interactions and activity reports to identify and address concerns
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints
- Handled minimum of 10 strong customer inquiries each day while maintaining strong productivity and performance targets
- Identified and pursued cross-selling opportunities, bringing in more than 20 million new revenue per month
- Exceeded monthly service goals while leveraging customer service, sales, and employee management best practices
- Routinely prepared and evaluated CRM reports to identify problems and areas for improvement
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Achieved high sales percentage with consultative, value-focused customer service approach
- Interviewed customers regarding most pressing issues and reported feedback to management team
- Exceeded team goals and collaborated with staff to implement customer service initiatives
- Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
TELLER OFFICER
NBC BANK TANZANIA
IRINGA
02.2016 - 11.2017
- Met or exceeded sales goals by promoting bank products and services in every interaction
- Delivered prompt, accurate and excellent customer service
- Warmly welcomed customers and offered pleasant service during entire transaction, which improved satisfaction ratings by 50%
- Reduced posting errors by more than 100% by double checking transactions and using daily transaction report on the same date to verify the transaction posted
- Served approximately 130 customers each shift, remaining composed and professional even in high-stress situations
- Received regional branch recognition award for outstanding best teller on transactional numbers and accuracy with zero error and complain
- Adhered to regulatory and company security and audit procedures.
ASSISTANT STORE MANAGER
METL
DAR ES SALAAM
02.2015 - 01.2016
- Assisted in overall day-to-day operations of store, including continuous development of effective store associates to achieve desired sales and results
- Oversaw aspects of maintenance, inventory, and daily activity management to provide optimized retail environment
- Fielded customer complaints, resolved disputes, and answered questions to promote store engagement and effectiveness
- Built proactive and productive relationships with customers and business agents to maintain operational efficiency
- Contributed to organizational initiative to achieve monthly sales, budget, and other targeted goals
- Led teams in planning, implementation, and execution of merchandising and operating initiatives to streamline business effectiveness
- Maintained retail store presentation by overseeing merchandise replenishment, customer courtesy and inquiry response
- Closely monitored customer behavior and purchasing preferences, offering constructive guidance to bolster services
- Promoted and supported strong relationships with local community organizations in surrounding area.
Education
CERTIFIED PROFESSIONAL IN BANCASSURANCE -
INSTITUTE OF FINANCE MANAGEMENT (IFM)
12.2020
ADVANCED SPECIALIST LEVEL -
TANZANIA INSTITUTE OF BANKERS (TIOB)
11.2015
CERTIFIED PUBLIC BANKER (CPB) -
TANZANIA INSTITUTE OF BANKERS (TIOB)
11.2015
BACHELOR DEGREE IN FINANCE AND BANKING -
INSTITUTE OF FINANCE MANAGEMENT (IFM)
11.2013
Skills
- Team Building and Leadership
- Training and coaching
- Customer Retention
- Customer Relationship Management (CRM)
- Decision-Making
- Focused on customer satisfaction
- Problem-Solving
- Excellent time management skills
- Customer Relations
- Client relations and retention
Certification
- ABSA BANK AFRICA-WITH CERTIFICATES
- Fraud Basics April 2019
- Preventing Financial Crime 2019
- Complain Handling Process 2019
- Polishing your skills for Excellent Customer Services April 2019
- Communicating Effectively with Customers September 2019
- Controlling Conflict, Stress and Time in Customer Services Environment September 2019
- Cyber Security 2019 September 2019
- Digital Experience September 2019
- East African Productive Training - June 2013 With Certificates.
- Customer care
- Productive Marketing and Selling
- Selling Techniques
- Financial services
- Project proposal Fundraising.
Accomplishments
Best Staff for 6 consecutive months at Njombe nominated from Staff, I was the best teller for 2 months across 52 branches and being top 4 for 7 months during working as a teller.
Activities
CO-Founder and Member Chama cha Kiswahili Mzumbe (CHAKIM) Ordinary Secondary School 2004-2007
References
- Universityeus D Ngaruko, Vice Chancellor Academics, Open University of Tanzania, 0764378575, Deus.ngaruko@out.ac
- Robert Joshua, Complains Manager, NBC Bank Tanzania, 0767210883, Robert.Joshua@nbc.co.tz
- Arnold Mhally,Head of Operational Risk, Nbc Bank Tanzania,0767210116, arnoldy.Mhally@nbc.co.tz
- Asia Mselemu, Regional Manager, NBC Tanzania Mbeya zone, 0767211344, Asia.Mselemu@nbc.co.tz
Timeline
CUSTOMER SERVICE MANAGER AND OPERATIONS SUPPORT
NBC BANK TANZANIA
08.2021 - Current
CUSTOMER EXPERIENCE OFFICER
NBC BANK TANZANIA
04.2020 - 08.2021
CUSTOMER SERVICE OFFICER
NBC BANK TANZANIA
11.2017 - 04.2020
TELLER OFFICER
NBC BANK TANZANIA
02.2016 - 11.2017
ASSISTANT STORE MANAGER
METL
02.2015 - 01.2016
CERTIFIED PROFESSIONAL IN BANCASSURANCE -
INSTITUTE OF FINANCE MANAGEMENT (IFM)
ADVANCED SPECIALIST LEVEL -
TANZANIA INSTITUTE OF BANKERS (TIOB)
CERTIFIED PUBLIC BANKER (CPB) -
TANZANIA INSTITUTE OF BANKERS (TIOB)
BACHELOR DEGREE IN FINANCE AND BANKING -
INSTITUTE OF FINANCE MANAGEMENT (IFM)
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