Nasreen Nassor Aliamer
Dar Es Salaam,Tanzania
Summary
Experienced customer care professional with over three years in the online betting industry, including significant tenure at Betpawa. Skilled in document review, issue resolution, and maintaining compliance with company standards. Capable of identifying and escalating complex issues while ensuring accurate record-keeping and exceptional customer service. Strong focus on AML, KYC compliance, and risk management, dedicated to enhancing customer experience.
Overview
1
1
Certification
19
19
years of post-secondary education
6
6
years of professional experience
Work history
Customer Care Representative
Choplife betting Company (betPawa)
Dar es Salaam, Dar es Salaam Region
2024.05 - Current
- Delivered customer support via live chat, email, and phone, ensuring adherence to company policies and procedures.
- Verify customer account information during support interactions to ensure account security and data accuracy.
- Facilitated customer account verification and documentation processes to enhance security and compliance.
- Maintain confidentiality when handling sensitive customer information in accordance with data protection standards.
- Document customer interactions accurately within CRM systems to maintain complete customer records.
- Escalate suspicious or high-risk customer accounts to relevant internal teams for further investigation.
- Monitored customer behaviour for anomalies, reporting potential fraud or policy violations according to established internal procedures.
Customer Care Representative
Call Power Company (Parimatch)
Dar es Salaam, Dar es Salaam Region
2022.03 - 2024.02
- Assisted over 50+ customers with account-related requests, including account verification, password recovery, deposit and withdrawal inquiries, and responsible gaming support.
- Reviewed customer-submitted information and supporting documents for accuracy, ensuring all account-related requests were processed correctly and escalating discrepancies when necessary.
- Maintained accurate customer records and documented all interactions within CRM system, ensuring data integrity and confidentiality.
- Applied strong analytical and problem-solving skills to investigate customer complaints, identify root causes, and recommend appropriate resolutions.
- Identified unusual account activity and escalated suspicious cases to relevant internal departments, enhancing security measures in line with company procedures.
- Followed established compliance procedures when handling customer accounts and sensitive personal information, ensuring adherence to data protection requirements.
- Enhanced internal knowledge resources by documenting recurring customer issues, updating FAQs, and suggesting process improvements that improved service consistency.
Front Desk Agent
Oceanic Bay Resort
Dar es Salaam, Dar es Salaam Region
2021.05 - 2022.03
- Checked over 50+ guest identities at check-in, ensuring compliance with registration details and security protocols.
- Maintained accurate guest records and updated reservation information, protecting confidential data and enhancing guest experience.
- Managed multiple priorities with accurate documentation and strong organizational attention to detail.
- Escalated complex operational issues to supervisors and relevant departments, facilitating timely resolutions and adherence to compliance standards.
- Reviewed and updated existing client files, maintaining accurate records.
- Interpreted complex legal documents for improved client understanding.
Front Desk Intern
Palm Resort Bagamoyo
Dar es Salaam, Dar es Salaam Region
2021.01 - 2021.10
- Supported high guest satisfaction through consistently exceptional customer service.
- Coordinated housekeeping and maintenance to promptly fulfil guest requests, improving overall guest satisfaction.
- Maintained tidy reception area with fully stocked pens, forms, and brochures, contributing to welcoming environment.
- Processed cash and credit transactions accurately, balancing cash drawer each shift.
- Managed security and telecommunications systems daily, ensuring stable operation and enhancing guest safety.
- Reviewed and updated over 50+ existing client files, maintaining accurate records.
Education
A-Levels - ECA – Economics, Commerce, Accounting
Shaaban Robert International School
Dar Es Salaam, Tanzania 2017.01 - 2024.12
Primary School Education - General Education
St Mary's International School
Dar Es Salaam, Tanzania 2010.01 - 2016.10
Bachelor Degree - Marketing Operations
College of Business Education
Dar Es Salaam, Tanzania 2025.01 - 2028.11
Skills
- Customer relationship management
- Attention to detail
- Data management
- Client relations
- Analytical problem-solving
- Customer empathy
- SOP compliance
- Data protection
- Issue resolution
- Case escalation
- Time management
- Active listening
- Team collaboration
- Digital proficiency
- CRM systems and data entry
- Report preparation
- Resilience
- Data interpretation expertise
- KYC regulation understanding
- Multitasking capabilities
- KYC documentation review
COMMUNICATION
English Native Or Bilingual Proficiency
Beginner
Kiswahili Native Or Bilingual Proficiency
Beginner
Accomplishments
- Successfully provided customer support to a high volume of customers while consistently maintaining quality and professionalism.
- Recognized for delivering excellent customer service and maintaining high customer satisfaction standards.
- Successfully completed professional training in Anti-Money Laundering (AML) and Data Protection for Employees, strengthening knowledge of compliance, customer due diligence, and secure handling of personal information.
Certification
Data Protection for Employees
Certificate of Completion
Anti-Money Laundering (AML) Training
Certificate of Completion
Affiliations
- Community volunteering
- Fitness and wellness
- Continuous learning and reading articles
REFERENCES
- Nasra - 255714585851
- Salma - 255785387402
Timeline
Bachelor Degree - Marketing Operations
College of Business Education
2025.01 - 2028.11
Customer Care Representative
Choplife betting Company (betPawa)
2024.05 - Current
Customer Care Representative
Call Power Company (Parimatch)
2022.03 - 2024.02
Front Desk Agent
Oceanic Bay Resort
2021.05 - 2022.03
Front Desk Intern
Palm Resort Bagamoyo
2021.01 - 2021.10
A-Levels - ECA – Economics, Commerce, Accounting
Shaaban Robert International School
2017.01 - 2024.12
Primary School Education - General Education
St Mary's International School
2010.01 - 2016.10