Nicanory Focas Issango
Dar es salaam,Tanzania
Summary
To work in an environment which encourages me to succeed and grow professionally where I can utilize my skills and knowledge appropriately.
Overview
2
2
years of post-secondary education
12
12
years of professional experience
Work History
Customer Service professional
CMA CGM TANZANIA LTD
Dar es salaam, Tanzania
01.2024 - Current
- Improved customer experience to increase customer satisfaction.
- Effective use of three disciplines to improve customer experiences: customer loyalty management, customer relationship management and customer value management
- Enhanced customer experience during dispute resolution
- Delivered accurate, empathetic, and tactful support in customer dispute management
- Liaised with departments to compile and resolve customer queries effectively
- Collaborate with Quality & Process manager to implement best practices cross functionality to deliver seamless customer service
- Work in collaboration with CX Manager and CS Supervisor, towards achieving continuous Customer Experience Improvement
- Train & Coach staff to deliver a high standard of customer service
- Manage and monitor the original bill stationery handling process - with relevantly approved customers using our E-platform
- Manager user discipline and quality levels on i-Connect (telephony system) and NOVA cases TAT as per prescribed KPIs
- Enhance and increase the E-Commerce/ Digital Experience of RSA Customers
- Visited customers to discuss and evaluate performance outcomes
- Ensure TPS and NPS call closures and relevant documented action plans, with deadlines captured onto the FBL tool and customer feedback given timeously
Front Desk Documentation Officer
CMA CGM TANZANIA LTD
Dar es salaam, Tanzania
01.2023 - 01.2024
- Identifying items and containers of incoming and outgoing shipments and verifying them against consignment records
- Ensuring outgoing shipments are in good condition and meet specifications
- Coordinated despatch of goods, ensuring all documentation was completed accurately
- Maintaining prescribed records of goods received and dispatched
- Recording customs clearance requirements and authorising collection of cargo
- Calculating storage and clearance charges and billing customers
- Calculated storage and clearance charges, generating accurate customer bills
- Advised customers on customs tariffs, classifications, concessions, and clearance methods
Logistics Executive Officer
CMA CGM TANZANIA LTD
Dar es salaam, Tanzania
01.2019 - 01.2022
- Minimizing Long Idle Units in Tanzania to 20%
- Long idle equipment recovery
- To identify idle containers
- Tracked equipment movement at various locations to ensure accurate inventory management.
- Attending RFIs from SSC by sending corrective information
- Cancellation of short shipped containers
- Follow up LRR report at Terminal
- Ensured proper positioning and movement of equipment during shipping, monitored recovery of total loss or damaged equipment.
- Recovered long-idle equipment by coordinating with relevant departments for timely retrieval.
- Sending daily equipment forecasts.
- Passed stripping advices from terminals, ports, and ICDs to depots with instructions for collection.
- Prepare daily evacuation plan schedule/ report and sending to depots
- Forecasted equipment needs based on usage patterns and demand trends.
- Prepare daily evacuation plan schedule/ report and send to depots
- Attending RFI's from SSC by sending corrective information
- Execute Instruction from HO/RO
- Ensuring equipment stock is sufficient and accessible to supply the demand for exports and tracking on import flows
- Empty release & redelivery
- Checking availability for TANCIS free equipment and demand for empty container release to customers for stuffing.
- Coordinated empty container releases and redelivery processes for efficient logistics.
- Total Loss / request container depreciated value from HO M+R
- Redelivery of off hired units as per instruction from HQ.
- Ensured empty equipment supply met export demand.
Filling station manager and an internal auditor
Lake Petroleum Zambia
LUSAKA, Zambia
01.2016 - 01.2019
- Monitoring daily filling stations operations to ensure they operate according to legal standards.
- Recorded company resources and properties, providing status reports to management.
- Evaluating fuel transactions that include cash and credit sales.
- Reporting all shortages found within any particular filling station and suggesting measures to be taken to solve them.
- Reported shortages at filling stations and recommended corrective actions.
- Assumed management of the station upon identifying deficiencies in current management.
- Ensured proper documentation of balance sheets, banking slips, and fuel orders by filling station managers.
- Reporting of daily sales is accurate and sent to HQ In time.
Customer relations officer & cost controller (INTERN)
International Maritime Agency
Dar es salaam, Tanzania
01.2015 - 01.2016
- To receive and respond clients enquiries / Provided clear instructions to clients regarding processes.
- Receive document from client, checks documents on correctness, assesses and follows up for required information/documents from relevant parties to avoid delays.
- Coordinates all services with the various stakeholders (principal office, branch offices, supporting departments, subcontractors and others).
- Availing quotation for shipment to facilitate file opening
- Updating clients of all cost arising during port clearance and getting their approvals
- Ensuring all cost have supporting evidence and communication to clients
- Issues invoicing instructions and organize invoice dispatches.
- Proposed improvements to work procedures based on client feedback to enhance service delivery.
- Provided regular updates to clients on movement status of pending deliveries to maintain transparency.
- Ensures that proof of clean delivery is available on files prior to closure.
- Coordinates all services with the various stakeholders (principal office, branch offices, supporting departments, subcontractors and others);
- Registers client complaints and informs on same to Head of Business Development
- Preparing invoice instructions and organizing dispatches.
- Ensures that a proof of clean delivery is available on files prior to closure.
- Ensuring all costs has supporting evidence and communication to clients
- Updating clients of all costs arising during port clearance and getting their approvals
- Elaborating to clients who are incurring any additional costs
Education
Bachelor degree - Environmental planning and management
Institute of rural and urban development planning (IRDP)
Dodoma 10.2012 - 01.2015
International diploma - logistics and transportation management
CILT- Dar es salaam Maritime Institute
Advanced Certificate of Secondary School Education (ACSSE) - A-LEVEL
Edmund Rice Sinon High school
Ordinary Certificate of Secondary Education School Education (CSSE) - O-LEVEL
Airwing Secondary school
Skills
- Numerical and analytical skills
- Inventory management software
- Attention to detail
- Invoice development
- Distribution management
- Customs documentation
- Quality assurance
Timeline
Customer Service professional
CMA CGM TANZANIA LTD
01.2024 - Current
Front Desk Documentation Officer
CMA CGM TANZANIA LTD
01.2023 - 01.2024
Logistics Executive Officer
CMA CGM TANZANIA LTD
01.2019 - 01.2022
Filling station manager and an internal auditor
Lake Petroleum Zambia
01.2016 - 01.2019
Customer relations officer & cost controller (INTERN)
International Maritime Agency
01.2015 - 01.2016
Bachelor degree - Environmental planning and management
Institute of rural and urban development planning (IRDP)
10.2012 - 01.2015
International diploma - logistics and transportation management
CILT- Dar es salaam Maritime Institute
Advanced Certificate of Secondary School Education (ACSSE) - A-LEVEL
Edmund Rice Sinon High school
Ordinary Certificate of Secondary Education School Education (CSSE) - O-LEVEL
Airwing Secondary school