Nasreen Nassor Aliamer
Dar Es Salaam
Summary
Detail-oriented and solutions-driven professional with a strong foundation in knowledge management, process improvement, and organizational communication. Highly skilled in capturing, organizing, and maintaining institutional knowledge to enhance efficiency, consistency, and informed decision-making. Demonstrated ability to streamline processes, develop clear and accessible documentation, and foster a culture of continuous learning and knowledge sharing across teams. Adept at translating operational needs and insights into structured knowledge assets, while driving cross-functional collaboration. Thrives in dynamic environments and brings a proactive, service-oriented approach to knowledge stewardship. Seeking to contribute these strengths to a forward-thinking organization as a Knowledge Management Specialist.
Overview
4
4
years of professional experience
Work History
Customer Care Representative
Choplife betting Company (betPawa)
05.2024 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilize and Maintain Knowledge Resources
Apply the company’s knowledge base, product information, and standard operating procedures (SOPs) consistently to resolve customer inquiries, ensuring information accuracy and updating knowledge files as needed to improve service quality. - Efficiently Handle Multichannel Customer Interactions
Manage inbound and outbound communications via calls, emails, and messaging platforms such as Facebook and Telegram, ensuring timely, accurate, and professional responses aligned with company policies. - Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Maintained High Accuracy and Compliance in Multichannel Communications
Consistently achieved quality assurance targets by adhering to company SOPs across multiple communication channels (calls, emails, chats), ensuring compliance and improving the reliability of documented customer data for future reference.
Customer Care Representative
Call Power Company (Parimatch)
06.2022 - 03.2024
- Provide exemplary customer service by promptly addressing betting inquiries via phone, email, and live chat.
- Effectively resolve customer betting issues and concerns, ensuring a positive and satisfactory experience.
- Demonstrate product knowledge to assist customers in making informed decisions and maximize their satisfaction.
- Collaborate with cross-functional teams to streamline communication channels and enhance customer processes.
- Maintaining accurate records of customer interactions and feedback to improve service quality.
- Analyzed recurring customer concerns to highlight missing or outdated information in existing help articles, recommending content updates or new documentation.
- Regularly recorded common customer questions and their resolutions, contributing to the creation of internal FAQs and reference guides used by the support team.
- Developed standardized response templates and email scripts to improve consistency and reduce response time, contributing to internal documentation.
Front Desk Agent
Oceanic Bay Resort
11.2021 - 05.2022
- Conduct nightly audits of hotel transactions, ensuring accuracy in financial reporting.
- Resolve guest inquiries and concerns promptly, maintaining a focus on guest satisfaction.
- Welcomed and registered guests, providing detailed information about hotel services and amenities.
- Demonstrated a keen ability to deliver accurate, consistent, and up-to-date information to guests, ensuring smooth operations. This experience will translate well into maintaining and organizing knowledge resources to provide accurate and accessible information for internal teams and customers.
- Played a key role in managing multiple communication channels (in-person, phone, email, etc.), ensuring a seamless flow of information between departments. This experience will aid in improving cross-departmental knowledge sharing and collaboration, a critical aspect of knowledge management.
Front Desk Intern
Palm Resort Bagamoyo
01.2021 - 10.2021
- Maintaining Security and telecommunications System
- Ensure reception area is tidy and presentable, with all necessary stationery and material (e.g. pens, forms and brochures)
- Coordinated with housekeeping and maintenance to ensure guest requests were fulfilled promptly.
- Handled cash and credit transactions accurately, balancing cash drawer at the end of each shift
- Contributed to maintaining high guest satisfaction scores through exceptional service.
Education
Primary Level Of Education - Elementary.
St Mary's International School
Dar Es Salaam, Tanzania10-2016
Secondary Level Of Education - General Education.
Shaaban Robert International School
Dar Es Salaam, Tanzania12-2020
Bachelor Degree in Marketing, Marketing Services - Marketing Operations.
College of Business Education
Dar Es Salaam, Tanzania03-2027
Skills
- Strong Problem-Solving and Critical Thinking Abilities
- Communication Skills
- Teamwork
- Punctuality
- Knowledge Base Development (eg, SOPs, FAQs, Guides)
- Emails
- Proactive, Curious, and Eager to Improve Systems
- Empathy and patience
- Task prioritization
- Issue follow up
- Active Listening
- Technical Knowledge
- Organization Skills
- Computer Networking
- Strong Digital Literacy and Document Formatting Skills (Google Workspace, Microsoft Office)
- Resilient and Calm Under Pressure
- Service-Oriented with a Passion for Helping Others Succeed
- Streamlining Customer Support Processes through Documentation
- Data entry
- Brand representation
COMMUNICATION
English Native Or Bilingual Proficiency
Kiswahili Native Or Bilingual Proficiency
Hindi Proficiency
References
- Nasra, Head of Supermats, 0714585851
- Salma, Head Of Grocery Shops, 0785387402
Accomplishments
- Recognized for consistently achieving high guest satisfaction scores in the Night Auditor role.
- Successfully implemented a streamlined check-in process, reducing guest wait times by 20%.
Timeline
Customer Care Representative
Choplife betting Company (betPawa)
05.2024 - Current
Customer Care Representative
Call Power Company (Parimatch)
06.2022 - 03.2024
Front Desk Agent
Oceanic Bay Resort
11.2021 - 05.2022
Front Desk Intern
Palm Resort Bagamoyo
01.2021 - 10.2021
Primary Level Of Education - Elementary.
St Mary's International School
Secondary Level Of Education - General Education.
Shaaban Robert International School
Bachelor Degree in Marketing, Marketing Services - Marketing Operations.
College of Business Education
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