PAULINE BONIPHACE MAZIKU
Dar Es Salaam
Summary
Diligent Customer Service Manager with solid background in managing customer service teams and optimizing customer satisfaction. Spearheaded initiatives that improved service quality and response times. Demonstrated leadership and conflict resolution skills in high-pressure environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Manager (User Support)
Transsnet Music (Boomplay)
09.2018 - Current
- Ensured exceptional service delivery while maintaining high customer satisfaction.
- Led, motivated, and mentored team of customer service representatives to achieve performance targets.
- Oversaw daily operations of customer service department, resolving escalated queries effectively.
- Developed and implemented efficient customer service processes to enhance productivity.
- Established quality assurance standards for service interactions through regular audits.
- Generated and analyzed performance reports, providing actionable recommendations for improvement.
- Organized training programs to equip representatives with knowledge of platform features.
- Collected and analyzed customer feedback to identify trends and implement proactive solutions.
Retail Customer Service Associate
Magrudy Enterprises LLC
03.2016 - 05.2018
- Delivered exceptional customer service in alignment with company standards.
- Received goods, verifying documentation and updating databases for discrepancies.
- Managed safe and organized stock storage while maintaining accurate written and digital records.
- Monitored stock levels to ensure timely replenishment from warehouses based on sales data.
- Executed merchandising strategies to maintain well-stocked and orderly departments.
- Coordinated and promoted marketing events to enhance company visibility.
- Processed customer orders via telephone, email, and in-person, ensuring special requests received priority.
Communication Officer/Blogger
Sonda Communications
10.2014 - 01.2016
- Developed PR campaigns and media relations strategies to enhance brand visibility.
- Collaborated with internal teams to ensure alignment on marketing initiatives.
- Prepared and distributed press releases to maintain consistent messaging.
- Organized PR events, serving as company spokesperson during open days and press conferences.
- Sought partnerships, sponsorships, and advertising opportunities to expand outreach.
- Addressed media inquiries promptly to foster positive relationships.
- Tracked media coverage and monitored industry trends for strategic insights.
- Conceptualized, wrote, edited, and promoted blog content using diverse platforms.
Administrative Assistant/Logistic Consultant.
Development Department for International DFID, Oil and Gas Skills Project.
07.2014 - 09.2014
- Resolved logistics and supply chain issues through thorough analysis of critical information.
- Coordinated internal flight bookings and accommodations for traveling teams.
- Managed transportation services, including taxis and airport pickups, for team members.
- Enhanced communication flow by organizing meetings for team leader.
- Assisted with administrative functions to maintain seamless operations.
Education
Master of Corporate Communication - Corporate Communication
Universiti Putra Malaysia
Malaysia01-2016
Bachelor of Arts - Journalism
University of Dar Es Salaam UDSM
Tanzania 01-2013
Advanced Certificate of Secondary (ACSE).
Benjamin William Mkapa High School
Tanzania2010
Certificate of Secondary Education (CSEE).
Jangwani Girls Secondary School
Tanzania2007
Primary School Leaving Examination (PSLE).
Mabibo Primary School
Tanzania2003
Skills
- Interpersonal communication
- Customer service
- Solution-oriented mindset
- Flexibility and adaptability
- Tech-savvy proficiency
- Performance optimization techniques
- Dispute resolution skills
- Data-driven analysis
Accomplishments
- Implemented user-friendly communication tools, leading to a 20% increase in user adoption rates.
- Launched a blog that gained over 1 million visitors.
- Led the implementation of a customer feedback system, resulting in a 25% increase in customer retention rates.
- Designed a new customer onboarding process, reducing churn in the first 90 days by 15%.
Referees
Mr. James Sentimea
Human Resource Manager
Transsnet Financial
james.sentimea@transsnet.com
+255 658 223 252
Mr. Gerald Ndalahwa
General Manager
Sonda Communications
sondagerald@gmail.com
+255 713 533 053
Mrs. Prisca Kalekaking
Property & Facility Manager
European Union
pboniphace@yahoo.com
+255 717 271 727
Languages
Swahili
Native language
English
Proficient
C2
Workshops and seminars
- Access Music In Africa conference 2023 Dar es salaam, Tanzania
- Customer Success Strategies Seminar, Success Summit 2017, Dubai, UAE
Certification
Diploma in Customer Service - Alison.
Customer Service Skills - Alison.
Timeline
Customer Service Manager (User Support)
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
Master of Corporate Communication - Corporate Communication
Universiti Putra Malaysia
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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