Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
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Martha Israel Mollel

Dar es Salaam,Tanzania

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
Dar es Salaam, Tanzania
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.
  • Cross-sell additional products to existing customers to drive retention, enhance customer value, and increase the number of active accounts.
  • 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.
  • Maintain high level of integrity and ethical standards.

Digital Channels & Customer Service Intern

Stanbic Bank
Dar es Salaam, Tanzania
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.
  • Logged customer complaints and queries on the issue tracker and followed up as per set procedure.
  • Issued out debit cards and personal identification codes as per set procedure.
  • Received and processed customer requests for cheque books and ATM cards as per laid down procedure.
  • Provided account balances and customer statements in accordance with set procedure.
  • Received and verified customer transfers i.e RTGS, TT, counter cheque leaves demand as per set procedure.
  • Advised customers of price changes on the services and products provided by the bank.
  • Ensured daily balancing of cheque books, debit cards, counter cheque leaves and retained cards according to laid down procedure.
  • Minimized risks associated with handling of statements and confidential customer information.
  • Adhered to the service standards and provided excellent customer service.
  • Cross-sold bank products including ATM cards, new business online, internet banking and SMS alerts.

Sales Agent

Garda World
Dar es Salaam, Tanzania
12.2021 - 02.2022
  • Presented and demonstrated the company’s security offerings for security to potential clients, tailoring solutions to meet specific needs (residential, commercial or industrial).
  • Fostered long-term relationships through excellent customer service and regular follow-ups.
  • Visited client premises to assess security risks and recommend appropriate systems and services.
  • Drafted professional quotations and customized service proposals based on client requirements and site evaluations.
  • Encouraged existing customers to renew or upgrade their security packages, contributing to client retention and upselling efforts.
  • Prospected and generated leads to secure new business for security products and services (e.g. CCTV, alarms, armed response, access control).
  • Handled pricing discussions, contract terms, and closing sales while ensuring customer satisfaction.
  • Worked closely with installation and operations team to ensure smooth service delivery and customer onboarding.

Education

Bachelor of Science - Industrial Engineering Management

Mzumbe University
08.2021

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

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.
  • Operational Precision: Ensured compliance and minimized risk by meticulously managing sensitive customer requests such as cheque book issuance, account balances, and interbank transfers, with zero breaches.
  • Customer Service Excellence: Maintained high service standards across all roles, consistently resolving issues efficiently and earning commendations for professionalism, patience, and empathy.

References

  • Emma Medda, Branch Manager, Stanbic Bank, 0713 357 8891, emma.medda@stanbic.co.tz
  • Kenedy Sifael, Sales & Marketing Manager, Garda World, 0788 781 607, kenedysifaely@gmail.com

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

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Martha Israel Mollel