MARTHA ISRAEL MOLLEL
Dar es Salaam
Summary
Results-driven and detail-oriented banking professional with over 3 years of hands-on experience across customer service, sales, loan processing, and general branch operations. Adept at managing daily activities while maintaining regulatory compliance and operational accuracy. Known for exceeding sales targets and boosting customer retention through personalized service, prompt issue resolution, and trust-based client relationships. Skilled in executing strategic sales plans, promoting product uptake through targeted marketing, and driving business growth via client outreach. Recognized for responsiveness, problem-solving, and professionalism in fast-paced environments. I thrive on collaboration, precision, and delivering consistent, customer-centered solutions that align with institutional goals. Currently seeking new opportunities to grow professionally, apply my skills in a challenging role, and contribute meaningfully to team and organizational success.
Overview
4
4
years of professional experience
Work History
Entrenchment Banker
Stanbic Bank
07.2023 - 07.2025
- - Spearhead reactivation strategies for dormant accounts through targeted outreach and personalized communication.
- - Analyze account inactivity data to tailor customer engagement strategies.
- - Collaborate with marketing and sales teams to identify and implement cross-selling opportunities.
- - Monitor performance metrics and optimize strategies for better client retention and sales conversion.
- - Contact customers with dormant or inactive accounts to identify reasons for inactivity and provide tailored solutions to encourage account reactivation and ongoing engagement.
- - Train frontline staff on identifying cross-sell leads and engaging dormant customers effectively.
- - To cross-sell additional products to existing customers to drive retention, enhance customer value, and increase the number of active accounts.
- - To ensure that the customers’ banking needs are identified and fulfilled efficiently and effectively, while managing the risks associated with new accounts, mandates and specimen signatures.
- - To maintain high level of integrity and ethical standards.
Digital Channels & Customer Service Intern
Stanbic Bank
03.2022 - 04.2023
- - Delivered high-quality customer service by resolving client queries and supporting digital onboarding.
- - Promoted digital banking services including mobile banking, smart app, and internet banking.
- - Trained clients on using digital platforms and addressed technical issues.
- - Supported account maintenance operations and upselling of financial products.
- - Attended training sessions to stay updated on new products and customer service techniques.
- - Log customer complaints and queries on the issue tracker and follow up as per set procedure.
- - Issue out debit cards and personal identification codes as per set procedure.
- - Receive and process customer request for cheque books and ATM cards as per laid down procedure.
- - Provide account balances and customer statements in accordance with set procedure.
- - Receive and verify customer transfers i.e RTGS, TT, counter cheque leaves demand as per set procedure.
- - Advise customers of price changes on the services and products provided by the bank.
- - To ensure daily balancing of cheque books, debit cards, counter cheque leaves and retained cards according to laid down procedure.
- - Minimizing risks associated with handling of statements and confidential customer information.
- - Adhere to the service standards and provide excellent customer service.
- - To cross-sell bank products including ATM cards, new business online, internet banking and SMS alerts.
Sales Agent
Garda World
12.2021 - 02.2022
- - My responsibilities included presenting and demonstrating the company’s security offerings for security to potential clients, tailoring solutions to meet specific needs (residential, commercial or industrial).
- - Foster long-term relationships through excellent customer service and regular follow-ups.
- - Visit client premises to assess security risks and recommend appropriate systems and services.
- - Draft professional quotations and customized service proposals based on client requirements and site evaluations.
- - Encourage existing customers to renew or upgrade their security packages, contributing to client retention and upselling efforts.
- - Prospect and generate leads to secure new business for security products and services (e.g. CCTV, alarms, armed response, access control).
- - Handle pricing discussions, contract terms, and closing sales while ensuring customer satisfaction.
- - Work closely with installation and operations team to ensure smooth service delivery and customer onboarding.
Education
Bachelor of Science - Industrial Engineering Management
Mzumbe University
Morogoro08.2021
Skills
- Customer Relationship Management (CRM)
- Digital Banking Platforms
- Cross-selling & Upselling
- Account Management
- Problem Solving & Conflict Resolution
- Interpersonal Communication
- Sales Presentations
- Data Analysis & Reporting
- Professional Phone Etiquette
- Team Collaboration
- Client Onboarding & Support
- Microsoft Office (Word, Excel, PowerPoint)
- Email & Professional Communication
- CRM Software (eg, Salesforce, Zoho)
- Time Management & Prioritization
- Adaptability in Fast-Paced Environments
- Confidentiality & Data Handling
- Target-Driven Sales Approach
References
Emma, Medda, Branch Manager, emma.medda@stanbic.co.tz, 0713 357 8891, Stanbic Bank
Accomplishments
- Dormancy Reduction Champion: Orchestrated targeted reactivation campaigns at Stanbic Bank, successfully lowering dormant accounts to just 2% and reducing inactive accounts to 4%, significantly improving account utilization rates.
- Product Adoption Strategist: Drove a customer-centric cross-selling initiative that led to 60% of clients adopting multiple banking products, boosting revenue and enhancing customer lifetime value.
- Digital Migration Advocate: Promoted adoption of mobile and online banking platforms, raising digital utilization to 63% through client education, onboarding support, and prompt issue resolution significantly improving customer experience and channel efficiency.
Timeline
Entrenchment Banker
Stanbic Bank
07.2023 - 07.2025
Digital Channels & Customer Service Intern
Stanbic Bank
03.2022 - 04.2023
Sales Agent
Garda World
12.2021 - 02.2022
Bachelor of Science - Industrial Engineering Management
Mzumbe University