MOHAMED MAGAMBO MAKONGORO
Dar es Salaam
Summary
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I am an experienced customer care agent with a strong background in delivering exceptional customer satisfaction at Vodacom and Tigo Tanzania. My expertise lies in effectively resolving customer inquiries and fostering positive relationships. I possess advanced skills in Excel and have a proven track record in fleet management, including monitoring vehicles and drivers. Additionally, I have experience in accounts reconciliation and administrative tasks such as filing. I am detail-oriented and committed to enhancing operational efficiency while ensuring a seamless customer experience.
Overview
13
13
years of professional experience
Work History
Account Manager
Fleet Solutions
- Providing exceptional level of service to company customers, receiving and attending to customer queries over the Help Desk, establishing rapport with customers and identifying their needs, managing and resolving customer queries, responding to inquiries and service requests, training customers on how to use the services, ensuring daily reports are up to date.
Operations Officer
Zantours
Zanzibar
08.2023 - Current
- Updated and published standard operating procedures (SOPs) using stakeholder, customer and employee input and feedback resulting in clearer and more useful instruction for users.
- Provided excellent customer care to maintain and improve customer relations, strengthen loyalty and increase product and service sales.
- Implemented processes that simplified procedures and reduced average processing time.
- Coordinated and led meetings to inform management and stakeholders of operational challenges and suggested improvements.
- Maintained equipment at operational readiness annually.
- Collaborated with executives and management to review projected revenue and adjust resources accordingly.
- Assessed risks associated with various projects, implementing mitigation strategies to protect company interests.
- Enhanced productivity through developing and implementing effective standard operating procedures.
- Increased response to unit reports and challenged management to quickly respond to and act on reports.
- Oversaw financial reporting, ensuring accuracy and compliance with regulatory requirements.
- Coordinated visits and provided briefs to very important personnel (VIPs) improving knowledge and awareness of operational activities, programs and offerings.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Mentored junior team members, fostering professional development and enhancing overall team performance.
- Reviewed budgets regularly to identify potential cost-saving opportunities without compromising service or product quality.
- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
- Oversaw projects to help goals, tasks and milestones align with organizational strategy.
Reservations Sales and Marketing
Sopa lodges
Arusha
01.2018 - 09.2021
- Meeting, greeting and assisting VIP guests on their arrival at the hotel, processing room reservations and bookings, managing guest check-in and check-out activities, handling corporate and STO accounts, ensuring guests enjoy their stay, handling complaints, coordinating conference services, performing other tasks as assigned by the General Manager.
Customer Service Executive
Tigo Tanzania
01.2015 - 01.2017
- Providing exceptional level of service to company customers, receiving and attending to customer queries, establishing rapport with customers, managing and resolving customer queries, responding to inquiries and service requests, renewing lines from lost phones, executing reversals for wrong fund transfers, making sales of Tigo products and services.
Customer care representative
Vodacom Tanzania (Call Center)
01.2014 - 01.2014
- Receiving calls from customers, solving customer queries, handling wrong transfers, lost sim cards, and selling products and services.
Receptionist
Colosseum Hotel
01.2012 - 01.2013
- Meeting, greeting and assisting guests on their arrival, managing guest check-in and check-out activities, ensuring guests enjoy their stay, handling complaints and resolving queries.
Education
Diploma of Hotel Management and Tourism -
Institute of Tourism and Hotel Management
12.2016
Certificate in Entrepreneurship and Development skills -
IMED INSTITUTE
12.2011
Uganda Certificate of Secondary Education (IGCSE) -
Vienna College Namugongo
12.2010
Uganda Certificate of Primary Education (UNEB) -
Taibah College Entebbe
12.2007
Kenya Certificate of Primary Education (IGCSE) -
Greenacres Primary School
12.2002
Skills
Microsoft Office applications (Word, Excel, Access, Power Point, Internet & Email)
Excellent communicator and networker with good social skills
Creative, out-going and highly motivated, self-confident, dependable and honest
Ability to work under pressure in a multi-tasking work environment
Teamwork and Collaboration
Customer Satisfaction
Strategic Planning
Goal-Oriented
Sales Development
Account oversight
Team Training
Goals and performance
Sales Reporting
Operations
Marketing
Goal Setting
Sales Techniques
Accomplishments
1.I have accomplished becoming the supervisor of the customer service team at Tigo.
2.I am currently supervising 45 vehicles and 50 drivers they all report to me accordingly.
Personal Information
- Place of Birth: Dar es Salaam
- Date of Birth: 02/27/91
- Gender: Male
- Nationality: Tanzanian
References
- Zeytune Shaban Car Track Tanzania, Account Manager, +255788633737
- Genevive David Zantours Marketing officer +255 777 287 546
- Upendo Oliver, Grand Melia Arusha, Reservations, +255786163164
Affiliations
- Hotel Sales Marketing Association International
- Fleet manager.
Timeline
Operations Officer
Zantours
08.2023 - Current
Reservations Sales and Marketing
Sopa lodges
01.2018 - 09.2021
Customer Service Executive
Tigo Tanzania
01.2015 - 01.2017
Customer care representative
Vodacom Tanzania (Call Center)
01.2014 - 01.2014
Receptionist
Colosseum Hotel
01.2012 - 01.2013
Account Manager
Fleet Solutions
Diploma of Hotel Management and Tourism -
Institute of Tourism and Hotel Management
Certificate in Entrepreneurship and Development skills -
IMED INSTITUTE
Uganda Certificate of Secondary Education (IGCSE) -
Vienna College Namugongo
Uganda Certificate of Primary Education (UNEB) -
Taibah College Entebbe
Kenya Certificate of Primary Education (IGCSE) -
Greenacres Primary School