OSCAR PASCAL MASSAWE
Magu
Summary
Dynamic professional with a proven track record at NMB Plc, enhancing customer experiences and achieving sales targets. Excelled in utilizing Microsoft Office for financial reporting and leveraging excellent customer care to foster relationships. Skilled in problem-solving and decision-making, significantly improving service delivery and customer satisfaction.
Overview
6
6
years of professional experience
Work History
Customer Experience Advisor
NMB Plc
Magu
12.2024 - Current
- Company Overview: NMB Plc, Office Phone: +255(0)222322000
- Optimize the physical layout of the branch to ensure a welcoming and efficient customer flow, including floor management.
- Ensure the branch maintains a pleasant ambiance, including cleanliness, look and feel, and appropriate branding materials.
- Ensure necessary resources for customer service are available for quick, quality service, such as brochures and vouchers.
- Train Customer Experience Officers and DCAs on best practices, and monitor their interactions with customers to instill a service excellence culture.
- Implement customer feedback collection, analyze it, and work with the Manager of Customer Experience on ways to improve respective services.
- Effectively implement a proactive customer retention strategy for the respective branch.
- Ensure all customer interactions comply with bank service standards and regulations, including the Financial Consumer Protection Regulations.
- Ensure effective communication with customers to keep them informed and assured.
Bank Officer
NMB Plc
Magu
07.2020 - 12.2024
- Company Overview: NMB Plc, Office Phone: +255(0)222322000
- Customer Relationship Management: Build and maintain strong customer relationships by understanding their financial needs, and providing personalized solutions.
- This includes handling inquiries, resolving issues, and proactively reaching out to offer relevant products and services.
- Sales and Business Development: Achieve sales targets by actively promoting and selling the bank's products and services, such as loans, deposits, and investment products.
- This may involve networking and identifying new business opportunities.
- Operational Excellence: Ensure all transactions are processed accurately and efficiently, adhering to bank policies, and regulatory guidelines.
- This includes tasks like processing deposits and withdrawals, handling account maintenance, and managing cash.
- Risk Management and Compliance: Identify and mitigate potential risks, ensuring compliance with all applicable banking regulations and internal policies.
- This involves fraud prevention, KYC (Know Your Customer) compliance, and adherence to anti-money laundering guidelines.
- Financial Analysis and Reporting: Analyze financial data, prepare reports, and provide insights to support decision-making.
- This could include tracking performance against targets, monitoring customer trends, and preparing financial statements.
Contact Center Agent
NMB Plc
Head Office
03.2019 - 07.2020
- Company Overview: NMB Plc, Office Phone: +255 (0) 222 322 000.
- Customer support and issue resolution: Provide accurate information, and effectively address and resolve customer issues.
- Communication and Interpersonal Skills: Actively listen, communicate clearly, and build rapport with customers.
- Product and Service Knowledge: Develop and maintain a thorough understanding of the company's products and services.
- Technology and Tools: Utilize contact center technology, and accurately record customer interactions.
Education
Bachelor of Commerce Degree - Finance
University of Dare Salaam
Tanzania11.2017
Advanced Certificate of Secondary Education -
St Anthony Secondary School
05.2014
MBA - CORPORATE MANAGEMENT
INSTITUTE OF ACCOUNTANCY ARUSHA
TANZANIASkills
- Microsoft Office applications
- FINANCIAL REPORTING
- Good customer care
- Problem Solving and Decision-Making
- Sales skills
- Feedback collection
Languages
- Swahili
- English
References
- Godwin Reuben Mlay, P.O.Box 12, Magu, +255767020077, +255767020077
- Happy Joseph Mallya, P.O.Box 12, Magu, 255768393950, 255768393950
- James Adam Mkoba, Tarime, 255767536337, 255767536337
Timeline
Customer Experience Advisor
NMB Plc
12.2024 - Current
Bank Officer
NMB Plc
07.2020 - 12.2024
Contact Center Agent
NMB Plc
03.2019 - 07.2020
Bachelor of Commerce Degree - Finance
University of Dare Salaam
Advanced Certificate of Secondary Education -
St Anthony Secondary School
MBA - CORPORATE MANAGEMENT
INSTITUTE OF ACCOUNTANCY ARUSHA
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