Pauline Lusala
Dar Es Salaam
Summary
Dynamic Account Manager with a proven track record at Smart Codes, adept in market forecasting and converting leads into lasting relationships. Leveraged excellent communication skills to enhance customer rapport, resulting in a significant increase in account growth. Expert in analyzing client needs and crafting strategic solutions, consistently exceeding revenue targets.
Overview
10
10
years of professional experience
Work History
Account Manager
Smart codes
Dar Es Salaam
03.2022 - Current
- Developed and maintained relationships with key accounts to ensure customer satisfaction.
- Created comprehensive reports on account performance and presented them to senior management.
- Provided training and guidance to new Account Managers.
- Analyzed client data and identified opportunities for growth.
- Managed multiple accounts simultaneously while meeting deadlines.
- Resolved customer complaints in a timely manner.
- Developed strategies to increase revenue from existing accounts.
- Collaborated with marketing team to develop promotional materials for clients.
- Monitored industry trends and made recommendations for changes in strategy accordingly.
- Attended trade shows and conferences as a representative of the company.
- Participated in brainstorming sessions to develop new ideas for business development initiatives.
- Acted as main point of contact in matters relating to client concerns and needs.
- Identified upselling and cross-selling opportunities to maximize account growth and revenue generation.
Customer Service Representative
MFT Fulfillment centre
Dar Es Salaam
11.2019 - 01.2022
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Mentored junior team members and managed employee relationships.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Updated system with order specifics and customer details, preferences, and billing information.
Data Entry Clerk
CDS logistics
Dar Es Salaam, Tanzania
01.2019 - 06.2019
- Updated existing records with new or revised information as needed.
- Performed data entry from paper documents, emails, and other sources into computer systems.
- Prepared summaries of daily work completed for review by supervisors.
- Maintained confidentiality of sensitive information.
- Scanned documents into appropriate databases for storage purposes.
- Followed up on pending tasks until completion.
- Compiled reports based on gathered information.
- Verified accuracy and completeness of data entry into the database system.
Receptionist
Mayfair Hotel
Dar Es Salaam
11.2014 - 06.2015
- Maintained a neat reception area by organizing materials and tidying up furniture.
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
- Updated daily log book with information about visitors entering the premises.
- Coordinated with vendors for repairs and maintenance of office equipment such as printers or computers.
- Organized conference room reservations for meetings or events.
- Scheduled and confirmed appointments.
- Coordinated travel arrangements and accommodations for staff and visiting guests.
- Handled customer inquiries and complaints, providing timely and appropriate solutions.
- Updated existing records with new or revised information as needed.
- Performed data entry from paper documents, emails, and other sources into computer systems.
- Compiled reports based on gathered information.
- Operated various office equipment such as scanners, printers. when required.
- Maintained confidentiality of sensitive information entered into the system.
- Provided support to management staff in regards to data entry processes.
- Reviewed existing information for accuracy and made necessary corrections.
Education
Bachelor of Arts - Bachelor in International Relations And Diplomacy
Pauline Honorine Lusala
Dar Es Salaam, Tanzania12-2024
Skills
- Market forecasting
- Advertising
- Needs analysis
- Preparing contracts
- Account development
- Converting leads
- Customer rapport
- Excellent communication skills
- Hospitality and accommodation
- Account servicing skills
Languages
Swahili
First Language
English
Proficient (C2)
C2
Spanish
Elementary (A2)
A2
French
Beginner
A1
Affiliations
- Event planning and coordination
- Volunteering
- Singing
Timeline
Account Manager
Smart codes
03.2022 - Current
Customer Service Representative
MFT Fulfillment centre
11.2019 - 01.2022
Data Entry Clerk
CDS logistics
01.2019 - 06.2019
Receptionist
Mayfair Hotel
11.2014 - 06.2015
Bachelor of Arts - Bachelor in International Relations And Diplomacy
Pauline Honorine Lusala
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