NEEMA DAVID ABRAHAM
Dar es salaam
Summary
Dynamic professional with a proven track record at Access Bank Tanzania, enhancing digital engagement and leading cross-functional teams to elevate customer experience. Excelled in leveraging computer skills and leadership to drive digital product adoption, achieving significant market share growth. Skilled in negotiation and customer care, adept at transforming customer feedback into actionable insights for continuous improvement.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Digital and Engagement Officer
Access Bank Tanzania
03.2022 - Current
- Participate in the Improving digital product and increase uses of digital products at bank
- Identify all risks and issues that could or do arise in relation to any digital product or service, and create a mitigation plan for each.
- This includes ensuring seamless and intuitive interfaces for online banking, mobile apps, and Internet banking.
- Collect, analyze, and act on customer feedback to continuously improve the bank's digital offerings.
- This involves working closely with customer service teams to understand pain points and areas for improvement.
- Oversee online marketing efforts aimed at promoting digital services, such as online account opening and mobile banking (SG project).
- Ensure the dormancy rate is within the target by following up with near-dormant account holders to ensure they transact before the account turns dormant by sending bulk SMS.
- Cross-sell and up-sell digital products like mobile banking and agency banking, and promote usage to increase market share for the client.
- Escalating customer queries and complaints timely to responsible teams through CRM, so the issues are resolved on time, to promote customer service satisfaction and usage.
- Ensure bank employees are well-trained on the use of digital tools and platforms, so they are equipped to assist customers effectively.
- Implemented strategies to take advantage of new opportunities.
- Analyzed market trends to inform business decisions and strategies.
- Maintained positive working relationship with fellow staff and management.
Contact centre Officer
BancABC
06.2021 - 03.2022
- Answering customer inquiries: Provide accurate and timely responses to customers' questions regarding products, services, or general bank issues.
- Resolving complaints: Handle and resolve customers' complaints or concerns in a professional and empathetic manner.
- Providing troubleshooting assistance: Help customers with technical issues, or challenges they may be facing with products or services.
- Inbound calls: Receive calls from customers and address their needs, which could include support, sales, inquiries, or complaints.
- Outbound calls: Make calls to customers for follow-ups, surveys, reminders, or to promote services or products, also on dormant account reactivation activities.
- Promoting special offers: Inform customers about new products, discounts, or promotional offers that might interest them.
- Escalating complex issues: If a customer's issue cannot be resolved at the first point of contact, I must escalate the issue to a supervisor.
- Worked closely with other departments such as sales, billing and technical support to resolve customer queries promptly.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Generated reports on contact center performance metrics.
Direct Sales Agent
BancAbc
05.2018 - 01.2019
- sales of loans, I was responsible for finding customers and convincing them to get an easy loan from our bank.
- Recruiting bank agents, I was recruiting a Selcom agent to become our agent, evaluating all required documents, and submitting them for approval.
- Activations of agents to activate and ensure all agents are trading, and coordinate marketing activities to expand their transaction volume and deposits mobilization.
- Training and product knowledge, conducting training for new agents on bank products, such as account opening.
- Sourced new sales opportunities through inbound lead follow-up.
- Identified and targeted new business opportunities through market research and analysis.
- Built relationships with key clients through regular contact.
Field
NBC bank
Arusha
09.2014 - 09.2014
- Customers services
- Account remediation process
- Train new customers on how to use ATM machine
- Mobile banking, I was responsible for convincing customer to join mobile banking services
- Cross-sold bank products such as credit cards, loans, and insurance policies.
- Updated databases with new and modified customer data.
- Monitored customer satisfaction levels through surveys and feedback forms.
Education
Bachelor of Commerce - Banking and Financial Services
University of Dar Es Salaam
10-2015
Skills
- Computer skills
- Leadership skills
- Sales skills
- Negotiation skills
- Problem-solving skills
- Customer care skills
- Collaboration
Certification
- Leadership Development Program, Compassion International Tanzania, 01/01/12, 12/31/15
- Personal Development Program (Branding & Managing Your Communication), Empower, 09/07/22, 09/09/22
- Digital Money Certificate, Digital Frontiers Institute, 09/20/24, 12/10/24
References
- Mr. Ernest Nsangalufu, Senior Manager Digital Lending, CRDB, +255742101190, P.O. Box 268, Dar es salaam, ernest.nsangalufu@crdbbank.co.tz
- Mr. Mwita Rhobi, Manager Agency Banking, Exim, +255712126622, P.O. Box 1431, Dar es Salaam, mwita.rhobi@eximbank.co.tz
- Mr. Lameck Mushi, Chief Digital Officer, Bank of Africa, 255767629358, P.O. Box 3054, Dar es salaam, lameck.mushi@boatanzania.co.tz
Timeline
Digital and Engagement Officer
Access Bank Tanzania
03.2022 - Current
Contact centre Officer
BancABC
06.2021 - 03.2022
Direct Sales Agent
BancAbc
05.2018 - 01.2019
Field
NBC bank
09.2014 - 09.2014
Bachelor of Commerce - Banking and Financial Services
University of Dar Es Salaam
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