Kibibi Oprah Sadallah
Star Development Coordinator
Dar Es Salaam,Dar es Salaam
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Experience Manager
Jaza Energy Limited
12.2021 - 12.2022
- Enhanced customer satisfaction by implementing a streamlined feedback system.
- Increased employee retention through effective training and mentorship programs.
- Reduced response time to customer inquiries by optimizing support channels.
- Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
- Implemented data-driven strategies to identify areas needing improvement in the customer journey.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Collaborated with marketing teams to align messaging and promotions with customer needs and expectations.
- Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
- Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
- Introduced self-service options for common queries, freeing up staff to focus on more complex cases and proactive efforts.
- Championed a company-wide initiative focused on creating exceptional experiences at every touchpoint throughout the buyer''s journey – from initial contact to post-sale support.
- Coordinated closely with product development teams to incorporate user feedback into future releases, enhancing overall product offering and satisfying customers'' evolving needs.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
Training Coordinator
Jaza Energy Limited
01.2023 - Current
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Streamlined onboarding processes for new hires, resulting in reduced time to full productivity.
- Increased employee retention rates through targeted training interventions and career development opportunities.
- Conducted thorough needs assessments to identify skill gaps and develop appropriate training solutions.
- Evaluated the effectiveness of training initiatives, making adjustments as needed to optimize results.
- Developed engaging instructional materials, including presentations, handouts, and interactive activities.
- Collaborated with department managers to design customized training plans aligned with organizational goals.
Customer Experience Officer
Jaza Energy Limited
08.2018 - 12.2020
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Streamlined communication channels for improved customer interactions and feedback management.
- Conducted regular performance reviews with team members, identifying areas for improvement and growth opportunities.
- Implemented new strategies to reduce call wait times and improve overall efficiency in handling customer inquiries.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Analyzed customer feedback data to identify trends and develop actionable insights for continuous improvement efforts.
- Established strong rapport with customers through active listening, empathy, and clear communication skills.
- Maintained up-to-date knowledge of company policies, products, and services to effectively address customer questions and concerns.
- Tracked key performance metrics to assess team progress toward established goals and implement necessary adjustments.
- Fostered a positive work environment that promoted collaboration, learning, and exceptional service delivery.
- Handled escalated customer complaints with tact and professionalism, resolving issues in a satisfactory manner while maintaining company reputation.
- Initiated process improvements that enhanced operational efficiency without compromising on service quality standards or staff morale.
- Spearheaded campaigns aimed at increasing brand loyalty among existing customers through targeted promotions and personalized offers.
- Continuously evaluated competitor offerings to stay ahead of industry trends and maintain competitive advantage in the marketplace.
- Reduced churn rate by proactively engaging dissatisfied customers before they decided to leave the company''s services.
- Championed the adoption of new technologies and tools that helped streamline customer support processes and improve overall productivity.
- Acted as the voice of the customer within the organization, advocating for their needs and expectations to be met across all levels.
- Built customer confidence by actively listening to concerns and giving resolutions.
- Collaborated with internal stakeholders to close gaps and improve customer experience.
- Monitored performance metrics such as customer experience surveys to increase customer satisfaction scores 90%.
- Analyzed trends and provided recommendations to management regarding quality of service such as speed of resolution.
- Offered direction and gave constructive feedback to motivate team members.
- Kept current on market and product trends to appropriately answer customer questions.
- Redesigned customer loyalty program to create more profitable traffic.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promptly responded to inquiries and requests from prospective customers.
- Developed and updated databases to handle customer data.
- Increased efficiency and team productivity by promoting operational best practices.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Investigated and resolved accounting, service and delivery concerns.
Customer Service Representative
Tecno Brain - BPO Company
01.2018 - 06.2018
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- 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.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
News Reporter/Documentary Producer
ITV/Capital Television
10.2015 - 12.2017
- Produced high-quality documentaries by conducting extensive research and developing compelling narratives.
- Enhanced audience engagement by utilizing captivating visuals and dynamic storytelling techniques.
- Expanded viewership by promoting documentaries through social media, film festivals, and industry events.
- Maintained a thorough understanding of industry trends, allowing for the development of relevant and timely content.
- Collaborated closely with directors, editors, and other team members to achieve a unified creative vision across all aspects of production.
- Developed comprehensive production schedules that ensured milestones were met while minimizing potential delays or conflicts.
- Oversaw casting processes for documentary subjects, selecting individuals whose stories would resonate with target audiences.
- Managed post-production workflows efficiently, working closely with editors to ensure a polished final product that met established objectives.
- Conducted rigorous fact-checking processes during pre-production to ensure accuracy throughout each project''s narrative structure.
- Nurtured a positive work environment by encouraging open communication, providing constructive feedback, and celebrating team accomplishments.
- Remained highly composed and calm in very fast-paced, stressful and constantly changing environments to provide optimal leadership and achieve desired results.
- Remained composed and highly professional in fast-paced and constantly changing environment, effectively handling challenging situations and difficult individuals to achieve objectives.
- Conducted meetings with staff to discuss production progress and to attain production objectives.
- Presented production ideas and determined creative scenarios for production and delivery.
- Developed schedules for production, editing, and duplication for timely delivery.
- Participated in meetings with producers and production crew to keep program in step with creative vision.
- Identified and approved equipment and elements required for productions.
- Evaluated scripts to identify creative strategies and resource needs.
- Reviewed scripts and made changes to improve wording, flow or interest levels, consistently producing highly successful shows.
- Reviewed scripts to determine most appropriate methods to use for directing both actors and crew members.
- Found appropriate stories and ideas for programming to engage target audiences and hook advertisers.
- Booked guests for on-air interviews and assigned stories to reporters to manage coverage and schedule needs.
Administrative Assistant
Culture and Development East Africa (CDEA)
01.2013 - 12.2014
- Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Facilitated collaboration within the team by organizing regular meetings, maintaining meeting minutes, and tracking project progress.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Developed strategies to streamline and improve office procedures.
- Managed filing system, entered data and completed other clerical tasks.
- Assisted coworkers and staff members with special tasks on daily basis.
- Volunteered to help with special projects of varying degrees of complexity.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
Education
Advanced Diploma - Broadcasting Journalism
Gerbera Daisy
Accra, Ghana12.2012
No Degree - Arts Subjects (HGK)
St. Marks High School
Dar Es Salaam, Tanzania11.2006
Skills
- Training Solutions Development
- Feedback Gathering
- Materials Organization
- New Employee Orientation
- Schedule Coordination
- Training Materials and Documentation
- Orientation Sessions
- Presentation Materials
- Product Development
- Material Preparation
- New Hire Onboarding
- Program Implementation
- Program Support
- Employee Performance Reviews
- Verbal and Written Communication
- Project Management
- Schedule Management
- Role Playing
- Video Conferencing
- Multimedia Development
- Work Coordination
- Facilitate Group Discussions
- Social Services Support
- Online Training
- Improve Job Skills
- Team-Building Activities
- Develop Training Programs
- Coaching and Development
- Presentations
Accomplishments
- Achieved in delivering training content by completing training sessions with accuracy and efficiency.
- Collaborated with team of four departments in the development of training programmes.
- Documented and resolved self management issue which led to self awareness in improving the company's goals.
- Supervised team of 4 departments staff members (software, technical, inventory and sales)
Certification
- Certificate of Appreciation, as a Star Development Coordinator, Jaza Energy Inc. Limited - 5 years of embodying Jaza values of confidence, connectivity and service to others.
Languages
Swahili
Native language
English
Proficient
C2
Timeline
Training Coordinator
Jaza Energy Limited
01.2023 - Current
Customer Experience Manager
Jaza Energy Limited
12.2021 - 12.2022
Customer Experience Officer
Jaza Energy Limited
08.2018 - 12.2020
Customer Service Representative
Tecno Brain - BPO Company
01.2018 - 06.2018
News Reporter/Documentary Producer
ITV/Capital Television
10.2015 - 12.2017
Administrative Assistant
Culture and Development East Africa (CDEA)
01.2013 - 12.2014
Advanced Diploma - Broadcasting Journalism
Gerbera Daisy
No Degree - Arts Subjects (HGK)
St. Marks High School
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