Nancy Palagha
Mwanza
Summary
Dynamic professional with a proven track record in relationship building and management, Excelled in enhancing brand awareness through innovative marketing techniques and exceptional customer service experience. Skilled in negotiation and teamwork, significantly contributing to client satisfaction and loyalty. Expert at multitasking and organization, driving successful outcomes in fast-paced environments.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Merchant Relationship Executive
DPO PAY BY NETWORK
Zanzibar, Tanzania
11.2022 - Current
- Established rapport with clients through exceptional customer service practices, fostering ongoing relationships built on trust and respect.
- Planning and coordinating day-to-day and special program activities.
- Provided comprehensive training to new employees, and new clients to ensure a smooth onboarding process.
- Established a strong rapport with clients by consistently delivering knowledgeable advice on products tailored specifically to their needs.
- Performed regular competitor analysis to stay informed about industry trends and adjust strategies accordingly.
- Partnered closely with marketing teams to develop targeted advertising campaigns that attracted new customers while retaining existing ones.
Customer Support Specialist
888AFRICA
Dar Es Salaam, Tanzania
07.2022 - 11.2022
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Service /Administrative Officer(Transfer)
World Remit
Dar Es Salaam, Tanzania
07.2021 - 07.2022
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Identified trends in fraudulent activities during transaction review, helping protect clients from potential losses due to unauthorized activity.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Contact Center /Digital Sales Agent
National Microfinance Bank(NMB)
Dar Es Salaam, Tanzania
11.2019 - 06.2021
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Increased digital sales revenue by implementing effective online marketing strategies and campaigns.
- Boosted digital sales by developing and implementing targeted marketing strategies.
- Assisted in training new hires by sharing best practices and offering guidance on company processes.
- Informed clients of policies and procedures.
Front Desk Accountant
Insignia Company Limited
Dodoma, Tanzania
09.2018 - 10.2019
- Handled day-to-day accounting processes to drive financial accuracy.
- Reconciled accounts and reviewed expense data, net worth, and assets.
- Maintained an organized, welcoming lobby area to create a positive first impression for visitors.
- Accurately processed payments and balanced daily cash drawer, maintaining financial integrity at the front desk.
Education
Bachelor of Science - Banking And Financial Support Services
INSUTITUTE OF FINANCE MANAGEMENT
Dar Es Salaam, Tanzania10.2016
Skills
- Negotiation expertise
- Brand Awareness
- Marketing techniques
- Teamwork and Collaboration
- Multitasking and Organization
- Relationship building and management
Additional Information
Referees
1. Dietmar Binamungu
Operations Manager-888AFRICA
Email: dietmar@888africa.com
2. Ramadhani Bakari
Marketing Manager-DPO Pay by Network
Email: ramadhani.bakari@network.global
3. Caleb Muasya
Snr.Manager Operations-DPO Pay by Network
Email: caleb.muasya@network.global
Certification
- Anti-Money Laundering, Counter-Terrorist Financing & Sanctions Training-April 2024
- Customer Success: How to Reduce Churn and Increase Retention-May 2024
- Administrative Support Training - May 2022
- Virtual Assistance Training -September 2022
- Foundation for Project Management Training - Feb 2022
Timeline
Merchant Relationship Executive
DPO PAY BY NETWORK
11.2022 - Current
Customer Support Specialist
888AFRICA
07.2022 - 11.2022
Customer Service /Administrative Officer(Transfer)
World Remit
07.2021 - 07.2022
Contact Center /Digital Sales Agent
National Microfinance Bank(NMB)
11.2019 - 06.2021
Front Desk Accountant
Insignia Company Limited
09.2018 - 10.2019
Bachelor of Science - Banking And Financial Support Services
INSUTITUTE OF FINANCE MANAGEMENT