Summary
Overview
Work History
Education
Skills
Timeline
Generic

Neria Kamaleki

Dar Es Salaam

Summary


  • Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
  • Customer service professional with extensive experience managing support teams and improving operational efficiency. Recognized for promoting team collaboration and achieving results. Consistently adaptable to changing needs and skilled in conflict resolution and staff training.

Overview

8
8
years of professional experience

Work History

Customer Service Supervisor

Call Power (T) Limited
09.2022 - Current
  • Resolved Customer issues effectively using interpersonal skills and conflict resolution techniques.
  • Prepare and submit performance reports.
  • Organize workflow and ensure that employees understand their duties or delegates
  • Handled customer complaints ,providing appropriate solutions to guarantee positive outcomes.
  • Monitor employee productivity and provide constructive feedback and coaching.
  • Meet personal/team qualitative and quantitative targets.
  • Deliver fast,friendly and knowledgeable service for routine questions and complaints.
  • Contributes to team effort by accomplishing related results as needed.


Customer Service Quality Analyst

SOKABET
02.2020 - 09.2022
  • Supported departmental goals through participation in cross-functional teams aimed at improving overall business performance.
  • Ensured compliance with industry standards by conducting in-depth audits of the company's customer service practices.
  • Spearheaded initiatives that led to improved service levels, incorporating both quantitative data analysis as well as qualitative evaluations from customers themselves.
  • Increased first-call resolution rates by closely examining call recordings, pinpointing inefficiencies, and suggesting solutions.

Human Resources Officer

CHINA RAILWAY SEVENTH GROUP CO.LTD
04.2018 - 02.2020
  • Maintained accurate personnel records, ensuring privacy standards were met in accordance with relevant regulations.
  • Coordinated new hire onboarding, completing background checks and reference checks to complete screenings.
  • Managed employee benefits programs, ensuring timely enrollment and accurate recordkeeping.
  • Supervised job interviews and conducted exit surveys to verify compliance with HR best practices.
  • Managing Employee Performance: Setting Objectives, Assessing and Managing Employee Performance including Absences, Misconduct and Capability Issues
  • Supporting Staff in the Workplace: ensuring Equality and Fairness in all aspects of Employment; dealing with Alcohol and Drug issues, and ensuring their Health and Safety is properly guarded.

Administrative and Programme Officer

LEGAL AND CHILD RIGHTS CONSULT (LECRI)
02.2017 - 03.2018
  • Coordinated company-wide events and activities, boosting overall morale and team cohesion.
  • Enhanced employee satisfaction by implementing new HR policies and procedures.
  • Managed computerized HR administration, office systems and databases to collate and analyze data.
  • Facilitated open communication channels between staff and management, promoting transparency and collaboration.
  • Maintained accurate employee records, ensuring compliance with federal and state regulations.
  • Managed HR functions while maintaining employee discretion and practicing high level of confidentiality.
  • Established strong relationships with external vendors to negotiate competitive benefit packages for employees.
  • Streamlined the recruitment process for quicker candidate selection and reduced timetohire.
  • Oversaw compliance training programs, ensuring all employees met necessary requirements.
  • Improved onboarding experience for new employees with comprehensive orientation sessions.
  • Evaluated current HR technology tools, recommending upgrades or replacements that improved efficiency in administrative tasks.
  • Assisted in annual performance review processes to support career development initiatives.
  • Optimized benefits administration, resulting in increased employee understanding and engagement.
  • Supported diversity efforts by collaborating on inclusive recruitment campaigns and company culture initiatives.
  • Developed targeted training programs to enhance workforce skills and competencies.

Office Administrator

WOMEN CRAFT SOCIAL ENTERPRISE
08.2016 - 02.2017
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained electronic and paper filing systems for easy retrieval of information.
  • Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
  • Tracked office supplies and restocked low items to keep team members on-task and productive.
  • Contributed to a positive work environment by fostering strong working relationships among colleagues.
  • Increased customer satisfaction through professional handling of inquiries and prompt resolution of issues.
  • Reduced administrative errors by diligently proofreading office documents and maintaining accurate records.
  • Expedited invoice processing by accurately reviewing vendor submissions, reconciling accounts payable discrepancies, and conducting timely payments.
  • Boosted productivity by prioritizing tasks, managing schedules, and coordinating meetings for staff members.
  • Aided in employee onboarding through training new hires on office procedures, software applications, and company policies.
  • Facilitated smooth operations by maintaining updated inventory records, anticipating supply needs, and placing timely orders for essential materials.
  • Developed comprehensive database for tracking employee training and certifications, contributing to compliance with industry standards.
  • Enhanced customer service by developing feedback system that addressed client concerns promptly.
  • Led organization of annual corporate events, coordinating logistics to ensure seamless execution.
  • Coordinated with vendors to reduce office supply expenses, negotiating contracts that favored our budget constraints.

Education

Bachelor of Arts - Human Resources Management

MZUMBE UNIVERSITY
Morogoro, Tanzania
11.2016

Advance Certificate of Secondary Education

KAJUMULO ALEXANDER GIRLS HIGH SCHOOL
Kagera
02.2011

Ordinary Certificate of Secondary Education

BONI CONSILII MABAMBA GIRLS SECONDARY SCHOOL
Kigoma, Tanzania
11.2010

Skills

More than 3 years of experience in Human Resource Management

More than 2 years of experience in Custom relation & service management

Experience with Administrative and management system

Excellent interpersonal and networking skills, communication skills, as well as the ability to build and conduct effective professional working relationships, both internally and externally

Timeline

Customer Service Supervisor

Call Power (T) Limited
09.2022 - Current

Customer Service Quality Analyst

SOKABET
02.2020 - 09.2022

Human Resources Officer

CHINA RAILWAY SEVENTH GROUP CO.LTD
04.2018 - 02.2020

Administrative and Programme Officer

LEGAL AND CHILD RIGHTS CONSULT (LECRI)
02.2017 - 03.2018

Office Administrator

WOMEN CRAFT SOCIAL ENTERPRISE
08.2016 - 02.2017

Bachelor of Arts - Human Resources Management

MZUMBE UNIVERSITY

Advance Certificate of Secondary Education

KAJUMULO ALEXANDER GIRLS HIGH SCHOOL

Ordinary Certificate of Secondary Education

BONI CONSILII MABAMBA GIRLS SECONDARY SCHOOL

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