PAULINA BONIFACE MAZIKU
Dar Es Salaam
Summary
Experienced Customer Service Manager with more than 6 years of experience in leading and managing a team of customer service representatives, adept at coordinating daily service operations and maintaining relations with customers to ensure the service expectations are met. Knowledgeable regarding trends and methods in increasing customer satisfaction and maintaining consistency in developing business-oriented relationships with customers. Excellent communication skills and confidence with an efficient work attitude.
Overview
9
9
years of professional experience
1
1
Certification
Work History
User Support Manager - East Africa
Transsnet Music (Boomplay)
09.2018 - Current
- Proactively manage customer inquiries, complaints, and feedback to ensure high customer satisfaction and loyalty.
- To liaise between the company and East African customers (Tanzania, Uganda, Rwanda, Burundi & Kenya).
- Supervising day-to-day operations in the customer service department.
- Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.
- Taking ownership of customers issues and following problems through to resolution.
- Performing phone conversations with customers to answer their questions, provide information and advise them.
- Handling special requests and complaints of customers via the following channels; App comments, Facebook, Instagram, and Twitter.
- Ensuring follow up through Mails, Phone or any required means.
- Weekly customer service report with update on issues resolved and pending.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Hiring and training new customer service agents.
- Maintaining accurate records and documenting all service activities and discussions.
Retail Customer Service Associate
Magrudy Enterprises LLC
03.2016 - 05.2018
- To enthusiastically greet, welcome, and treat customers in the respectful and highest professional manner while providing knowledgeable and helpful service in all retail shops.
- To serve customers in a polite, friendly manner and to ensure that customer service is delivered accurately in line with the company’s customer service regulations.
- To develop rapport and good working relationship with customers, suppliers and to ensure adherence to shop policies, HR regulations among all other company policies and procedures.
- To receive goods, checking against documentation, updating databases, and acting appropriately on discrepancies.
- To store stocks safely and orderly, distribute them manually between stockholding areas and assiduously maintain stock records (written and computer-based ones) as necessary.
- To ensure timely ordering and receiving of the goods and updating all relevant shop personnel of the same.
- To monitor and ensure stock replenishment from both the Warehouses depending on Sales and Stock.
- To perform merchandising and maintaining that the designated department is always well stocked and immaculately tidy.
- To merchandise and setting up a display of items in line with company regulations.
- To administer the Bookshop operation at author signings and other marketing events.
- To coordinate and promote the Marketing events for the company.
- To undertake customer orders correspondences from telephone, email, and at Customer Service Tills. Fulfilling Special Customer Orders with high importance and forwarding of Customer Order Reports to the relevant departments and personnel.
- To familiarize, develop, improve, and update his/her self-Book Awards, Bestsellers, and all other relevant product knowledge.
Communication Officer/Blogger
Sonda Communications
10.2014 - 01.2016
- Develop PR campaigns and media relations strategies. Collaborate with internal teams (e.g., marketing) and maintain open communication with senior management.
- Prepare and distribute press releases.
- Organize PR events (e.g., open days, press conferences) and serve as the company’s spokesperson.
- Seek opportunities for partnerships, sponsorships and advertising.
- Address inquiries from the media and other parties.
- Track media coverage and follow industry trends.
- Promoting new posts using advertisements, emails, social media, and other methods to alert and attract new readers.
- Conceptualizing, writing, editing and promoting the content on the blog.
Administrative Assistant/Logistic Consultant.
Development Department for International DFID, Oil and Gas Skills Project.
07.2014 - 09.2014
- Analyze information to identify and solve any logistics and supply chain operation problems for their clients.
- Arranging one internal flight for the team.
- Arranging accommodation for the team
- Arranging travel internally (taxi travel to meetings/ potential hiring car and driver), arranging airport pick up for the team
- Arranging/booking meetings for team leader.
- Provide administrative support.
Education
Bachelor of Arts - Journalism
University of Dar Es Salaam UDSM
Dar Es Salaam, Tanzania11.2013
Advanced Certificate of Secondary (ACSE).
Benjamin William Mkapa High School
Dar Es Salaam, Tanzania2010
Certificate of Secondary Education (CSEE).
Jangwani Girls Secondary School
Dar Es Salaam, Tanzania2007
Primary School Leaving Examination (PSLE).
Mabibo Primary School
Dar Es Salaam, Tanzania2003
Skills
- Customer Account Management
- Team Leadership
- Problem Solving Skills
- Data Analysis and Reporting
- Microsoft Office and FD
- Technical Support
- Effective Team Training
- Communication Skills
- Performance Management
- Communications Support
- Team Development
- Customer Service Expertise
- Administrative Support
Additional Information
Sex: Female
Nationality: Tanzanian
Marital Status: Single
Mobile: +255759232444
Address: P.O Box 31053
Languages
Swahili
Native language
English
Proficient
C2
Certification
Diploma in Customer Service - Alison.
Customer Service Skills - Alison.
REFEREES
Mr. James Sentimea
Transsnet Financial
james.sentimea@transsnet.com
+255 658 223 252
Mr. Gerald Ndalahwa
Sonda Communications
sondagerald@gmail.com
+255 713 533 053
Mis. Faith Hillary
Boomplay Music
faith.hilary@transsnet.com
+255 752 900 154
CORE COMPETENCIES
• Proven ability to multitask and use multiple phones and other technical devices while providing exceptional customer service.
• Strong communication skills allow for the fostering of strong bonds with customers during all interactions.
• Able to thrive and meet company standards in a busy environment both alone and in a team setting.
• Proficient writing skills with a successful track record of writing attractive and professional blog posts and website articles.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Business opportunities are like buses, there’s always another one coming.
Richard Branson
Timeline
User Support Manager - East Africa
Transsnet Music (Boomplay)
09.2018 - Current
Retail Customer Service Associate
Magrudy Enterprises LLC
03.2016 - 05.2018
Communication Officer/Blogger
Sonda Communications
10.2014 - 01.2016
Administrative Assistant/Logistic Consultant.
Development Department for International DFID, Oil and Gas Skills Project.
07.2014 - 09.2014
Bachelor of Arts - Journalism
University of Dar Es Salaam UDSM
Advanced Certificate of Secondary (ACSE).
Benjamin William Mkapa High School
Certificate of Secondary Education (CSEE).
Jangwani Girls Secondary School
Primary School Leaving Examination (PSLE).
Mabibo Primary School
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