Margaret Richard Soka
Shinyanga,Tanzania
Summary
Customer-focused professional with nearly 10 years of experience in customer service, communication, problem-solving, and teamwork. Skilled in handling customer concerns, maintaining high service standards, and building positive relationships with people from diverse backgrounds. Adaptable, organised, and committed to delivering excellent customer experiences.
Overview
2
2
Languages
8
8
years of post-secondary education
10
10
years of professional experience
Work History
Customer Experience Officer
NMB Bukombe and Manonga Branch
Shinyanga, Tanzania
11.2016 - Current
- Customer Experience Officer – NMB Bank PLC
- Cultivated strong customer relationships to enhance satisfaction and loyalty.
- Resolve customer issues efficiently while maintaining a positive customer experience.
- Delivered excellent customer service by professionally addressing inquiries and resolving complaints.
- Assist customers with digital banking services and explain banking procedures clearly.
- Work collaboratively with team members to ensure smooth service delivery.
- Communicate clearly and respectfully with customers from different backgrounds.
- Identified opportunities for service quality improvement to support customer retention.
Ag. Team Leader Branch Operations
NMB Manonga Branch
Shinyanga, Tanzania
02.2023 - 01.2024
- Supervised daily branch operations to ensure smooth and efficient service delivery.
- Coordinated staff duties and fostered teamwork to achieve branch targets.
- Led customer service activities to ensure a positive customer experience.
- Managed customer complaints and ensured timely resolution of issues.
- Ensured compliance with bank procedures, controls, and service standards.
- Supported transaction accuracy, operational risk management, and fraud prevention.
- Supervised customer service staff and enhanced their performance through ongoing support.
- Coordinated service delivery and supported branch business targets.
- Ensured professional communication, confidentiality, and compliance with bank procedures
Education
Bachelor of Science - Information Systems
University of Dodoma
Dodoma, Tanzania 10.2010 - 11.2013
Advanced Certificate of Secondary Education -
St. Mary Goreti Secondary School
Kilimanjaro, Tanzania 02.2008 - 02.2010
Ordinary Certificate of Secondary Education -
St. Anne Marie Secondary School
Dar Es Salaam, Tanzania 01.2004 - 01.2007
Skills
- Customer Service Excellence
- Team leadership
- Problem solving
- Conflict resolution
- Time Management & Organization
- Attention to Detail
- Adaptability
- Communication & Interpersonal Skills
- Teamwork & Collaboration
- Professionalism
- Cultural awareness
- Relationship management
Personal Information
- Date of Birth: 1990-02-27
- Gender: Female, Single
- Marital Status: Single
LANGUAGE
- Date of Birth: 1990-02-27
- Gender: Female, Single
- Marital Status: Single
HOBBIES
- Date of Birth: 1990-02-27
- Gender: Female, Single
- Marital Status: Single
PROFESSIONAL TRAINING
- Date of Birth: 1990-02-27
- Gender: Female, Single
- Marital Status: Single
Languages
Swahili
First Language
English
Upper Intermediate
B2
Timeline
Ag. Team Leader Branch Operations
NMB Manonga Branch
02.2023 - 01.2024
Customer Experience Officer
NMB Bukombe and Manonga Branch
11.2016 - Current
Bachelor of Science - Information Systems
University of Dodoma
10.2010 - 11.2013
Advanced Certificate of Secondary Education -
St. Mary Goreti Secondary School
02.2008 - 02.2010
Ordinary Certificate of Secondary Education -
St. Anne Marie Secondary School
01.2004 - 01.2007