Summary
Overview
Work History
Education
Skills
Certification
Timeline
Maria Nyabitwano

Maria Nyabitwano

Dar es Salaam

Summary

Maria Nyabitwano is a dedicated and result-oriented Supervisor with over 9 years of progressive experience in customer service and operational support within the Bank. Currently leading the Corporate Service Desk Team, Maria demonstrates strong leadership in managing client relationships, resolving escalated issues, and ensuring high service standards are maintained across the Bank.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Supervisor Corporate Service Desk

CRDB Bank Plc
11.2016 - Current
  • Oversaw daily operations of the Desk, ensuring smooth workflow and timely completion of tasks.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
  • Conducted performance evaluations for Team, identifying areas of improvement and guiding professional development plans.
  • Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
  • Achieved significant improvements in operational efficiency, introducing and enforcing quality control measures.
  • Enhanced operational workflow, identifying and eliminating bottlenecks in daily procedures.
  • Increased customer retention rates by implementing customer feedback into actionable improvements.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Generated reports detailing findings and recommendations.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.

Call Center Agent

CRDB Bank PLC
07.2015 - 11.2016
  • Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
  • Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
  • Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
  • Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
  • Utilized CRM software to track customer interactions, ensuring timely follow-up on outstanding issues.
  • Resolved customer issues promptly, ensuring satisfaction and loyalty.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.

Marketing and Sales Officer

CRDB Bank Plc
07.2015 - 10.2016
  • Enhanced customer satisfaction with timely follow-ups and personalized service.
  • Responded to customer needs by answering questions and providing detailed information about Bank product & service
  • To support the branch opening account by using mobile phone Fast opening account (FAO).


Education

Bachelor of Science in Social Protection

Institute of Finance Management, Dar Es Salaam, Tanzania
01-2014

Certificate of Advance Education

Mwanza Secondary School
11-2011

Certificate of Ordinary Level

Lake Secondary School
01-2008

Lake Primary School
01-2003

Skills

  • Training and mentoring
  • Goal oriented
  • Staff management
  • Customer service
  • Written and oral communication
  • Call center operations
  • Customer inquiries
  • Complaint resolution
  • LiveChat
  • Escalation management
  • CRM navigation
  • Time management
  • Reliability and punctuality
  • Clear communication
  • Multitasking and organization
  • Attention to detail
  • Team collaboration
  • Active listening
  • Decision-making
  • Negotiation techniques
  • Client relationship management
  • Workflow management

Certification


  • The customer Experience Academy Africa & Real Interactive-Customer Experience Leaders Workshop-Year of completion 22nd to 23rd August 2024
  • Access Business Management Conferencing International Ltd-Digital Marketing Analyst -DMA-22nd to 24th November 2019
  • CRDB BANK Junior Bankers Workshop Training - Year of completion: 2017
  • CRDB BANK Feeling for Professional Course Training- Year of completion: 2017

Timeline

Supervisor Corporate Service Desk - CRDB Bank Plc
11.2016 - Current
Call Center Agent - CRDB Bank PLC
07.2015 - 11.2016
Marketing and Sales Officer - CRDB Bank Plc
07.2015 - 10.2016
Institute of Finance Management - , Bachelor of Science in Social Protection
Mwanza Secondary School - , Certificate of Advance Education
Lake Secondary School - , Certificate of Ordinary Level
Lake Primary School - ,

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Maria Nyabitwano