Nici Nick Andrew
Dar Es Salaam
Summary
Professional contact center leader with comprehensive experience of 6 years at NMB Bank Plc Contact Center in managing high-performance teams. Skilled in optimizing call center operations, implementing effective training programs, and leveraging advanced technology solutions. Strong focus on team collaboration, adaptable to changing needs, and consistently to achieves results. Showcased personal character in courage, honesty, persistency, and resilience.
Overview
6
6
years of professional experience
Work History
Contact Center Team Leader
NMB Bank Plc
05.2023 - Current
- Ensure all staff are meeting or exceeding performance expectations and support staff to deliver exceptional and professional service.
- Ensure effective and consistent communication throughout the team, encourage feedback and customer insights in order to enhance the customer experience.
- Embed a performance culture, framework and review processes to achieve all set KPIs.
- Drive excellent customer experience through improving first contact resolution and Contact Center Agents satisfaction while driving significant reduction of complaints and repeat calls
- Accountable for the mitigation of the Contact Center unit risk profile as well as implementing sound governance and compliance processes.
- • Ensure Receptionists deliver a consistently exceptional customer experience, identify opportunities to introduce products and services relevant to customers' expectations and needs.
- Delivery of Contact Center services and ensuring that quality assurance, compliance, regulatory and legal obligations are met across all interactions.
- Ensure staff adhere to the set targets and appropriate call handling.
Contact Center Agent
NMB Bank Plc
01.2019 - 05.2023
- Attending day to day banking enquiries from customers on the range of products and services
- Engaging, knowing and addressing customers' needs Providing banking services to NMB customers in an efficient and friendly manner like telling and enquiry services
- Reporting suspicious transactions and activities as per the policies and procedures
- Understanding customer needs and expectations and selling appropriate product and services
- Supporting customers in filling KYC forms when opening Accounts Responding to customer complaints in a timely manner and ensure they are given feedback on the resolution to their satisfaction
- Cross selling of Bank products to existing customers inside and outside banking hall
- Upselling and cross selling of bank's products
- Participate in bring new business leads to the Branch as per the assigned targets Maximize customer satisfaction by giving advisory services to customers on their life cycle needs
- Maintaining professionalism and business acumen in dealing with customers.
Service Delivery Assurance Officer
NMB Bank Plc
01.2021 - 06.2022
- Conduct service quality check for all touch points and products and services provided to the customer across the network and follow up on actions
- Conduct customer satisfaction surveys and share reports and action follow up Processes review in collaboration with Customer experience team and review all processes that touch customers and share proposed amendments with business process team for vetting.
- Ensure audit issues are worked on and all actions are closed within time frame.
- Participate in any Customer experience department projects that will be approved by the management
Education
Bachelor of Science - Social Protection And Actuarial Studies
Institute of Finance Management
Dar Es Salaam11-2018
Skills
- Team motivation
- Coaching and mentoring
- Call center operations
- Strategic planning
reference
Referees available upon request
Timeline
Contact Center Team Leader
NMB Bank Plc
05.2023 - Current
Service Delivery Assurance Officer
NMB Bank Plc
01.2021 - 06.2022
Contact Center Agent
NMB Bank Plc
01.2019 - 05.2023
Bachelor of Science - Social Protection And Actuarial Studies
Institute of Finance Management
Similar Profiles
ANTONY BILIASI JAPHETANTONY BILIASI JAPHET
Direct Sales Staff at NMB Bank PlcDirect Sales Staff at NMB Bank Plc
Ritha Julius WilliamRitha Julius William
DCA Digital Channel Ambassador at Nmb Bank PlcDCA Digital Channel Ambassador at Nmb Bank Plc
Michae Benedict MassaweMichae Benedict Massawe
Manager; Retail Operations at NMB BANK PLCManager; Retail Operations at NMB BANK PLC