Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

PENDO BONEVENTURA MLULI

DAR ES SALAAM

Summary

Results-driven professional with extensive experience in client relationship management and customer engagement. Known for effective communication, problem-solving, and strategic planning skills that enhance client satisfaction and loyalty.

Dedicated professional skilled in customer engagement and conflict resolution. Proven ability to develop tailored solutions and maintain high service standards, ensuring exceptional customer experiences that promote loyalty and retention. Highly skilled Relationship Manager with solid background in managing client relationships, resolving complex issues and promoting product growth. Strengths include robust interpersonal skills, strategic planning abilities, and aptitude for fostering positive rapport among staff and clients. In prior roles, significantly improved customer satisfaction ratings through exceptional service delivery while consistently achieving business objectives. Resourceful individual willing to provide the attention and education customers need to ensure a positive financial experience. Bilingual Relationship Manager knowledgeable in explaining tools clients need to build wealth management portfolios. Hardworking relationship manager proficient at devising personalized solutions to meet all types of customer demands. Positive and upbeat team player and clear communicator with demonstrated success several years of experience. Dynamic Prestige Relationship Manager with a proven track record in client satisfaction and retention. Strong background in sales strategy development and effective communication, driving measurable improvements in customer engagement.

Overview

15
15
years of professional experience

Work History

PRESTIGE RELATIONSHIP MANAGER

ABSA BANK TANZANIA
DAR ES SALAAM
07.2020 - Current
  • Cultivated strong relationships with clients to enhance service satisfaction.
  • Conducted regular meetings to assess client needs and provide tailored solutions.
  • Collaborated with cross-functional teams to address client inquiries effectively.
  • Analyzed client feedback to identify areas for service improvement.
  • Developed strategic plans to retain high-value clients within the portfolio.
  • Facilitated training sessions for junior team members on best practices in relationship management.
  • Maintained comprehensive records of client interactions using CRM systems efficiently.
  • Assisted in the development of marketing strategies to promote banking products and services.
  • Identified customer needs, developed customized solutions, and provided knowledgeable advice.
  • Developed and maintained strong relationships with clients to ensure satisfaction and loyalty.
  • Resolved escalated customer issues efficiently and effectively within established timelines.
  • Conducted regular client meetings to assess progress, discuss opportunities for growth, and address any concerns.
  • Provided ongoing support throughout the sales cycle by responding promptly to inquiries, resolving issues, and following up on requests in a timely manner.
  • Collaborated with internal teams to develop strategies that would increase customer engagement levels.
  • Generated reports regarding customer interactions, performance metrics, and revenue goals.
  • Achieve agreed sales targets for new accounts, cards, assets, and liabilities through a proactive calling program as assigned by the Line Manager.
  • Continuously monitor the utilization of credit facilities and other products, such as credit cards.
  • Identify and resolve underutilization by contacting customers to determine the reasons, and escalating service issues.
  • Grow assigned Prestige Portfolio, asset, and liability book.
  • Conduct a detailed needs analysis for all existing and potential customers to determine which products would suit their needs. The product suite includes all products available to Prestige Banking customers.
  • Increase product penetration for the existing customer base by reviewing their portfolio to determine potential cross-sales, and proactively recommend new products to customers.
  • Making sure that all our customers have Prestige Cards, AIR, and AMB.
  • Recruit new customers (from non-Sky Branch Portfolio, Personal) - Upgrades.
  • Perform telecalls and courteous calls to customers, i.e., manage your own calling program, including identifying names to call on a particular day or as assigned by your supervisor.
  • Review reports from branches indicating income levels of existing standard customers, and identifying names that could become Prestige clients.
  • On a daily basis, compile a report on the calling program and personal sales progress against the targets, as agreed. Present the report to the Line Manager. Achieve agreed sales targets for new accounts, cards, assets, and liabilities through a proactive calling program as assigned by the Line Manager.
  • Continuously monitor the utilization of credit facilities and other products, such as credit cards.
  • Identify and resolve underutilization by contacting customers to determine the reasons, and escalating service issues.
  • Grow assigned Prestige Portfolio, asset, and liability book.
  • Conduct a detailed needs analysis for all existing and potential customers to determine which products would suit their needs. The product suite includes all products available to Prestige Banking customers.
  • Increase product penetration for the existing customer base by reviewing their portfolio to determine potential cross-sales, and proactively recommend new products to customers.
  • Making sure that all our customers have Prestige Cards, AIR, and AMB.
  • Recruit new customers (from non-Sky Branch Portfolio, Personal) - Upgrades.
  • Perform telecalls and courteous calls to customers, i.e., manage your own calling program, including identifying names to call on a particular day or as assigned by your supervisor.
  • Review reports from branches indicating income levels of existing standard customers, and identifying names that could become Prestige clients.
  • On a daily basis, compile a report on the calling program and personal sales progress against the targets, as agreed. Present the report to the line manager.
  • Core objectives: - Aligned with Retail Banking targets.
  • Always provide a high standard of customer service, face-to-face, via phone, or email, and create customer loyalty by offering an exceptional customer experience.
  • Manage the banking relationships of the portfolio of Prestige Segment customers assigned to you.
  • Ensure regular contact with customers under your portfolio for the purpose of relationship deepening and cross-selling.
  • Increase customer retention and reduce attrition.
  • Ensure 100% complaint resolution at the first point of contact.
  • Monitor the operational delivery of customer requirements, summarize systemic failures, and raise them to the Line Manager.
  • Same-day complaint resolution.
  • Annual mandatory reviews: PEP/KYC.
  • Calling programs.
  • 90 days on-boarding journey
  • Retention: Active client base: Active customers per year depending on portfolio position, and dormancy target per portfolio is less than 5%.
  • Primacy: product holding ratios 2.4, number of transactions per client, 5 months: Achieve revenue of $100,000 per month per customer, totaling $1,200,000 depending on the portfolio.
  • Apply the highest standards of controls and risk management practices and behaviors, and embed a positive risk and control culture.
  • Demonstrate prudence, sound judgment, and appropriate and timely escalations in the management of all types of risk applicable to my role.
  • Understand my role in the business end-to-end processes, including applicable risks and controls, and how this improves the service we provide to our customers.
  • Adhere to Absa frameworks, policies, and procedures applicable to my role, demonstrating sound judgment and responsible risk management, and when required, highlight breaches and request dispensations and waivers on a timely basis.
  • Report all risk events, incidents, and issues immediately upon discovery, and escalate significant events, incidents, and issues using the defined process for my business area.
  • Help to understand why risk events, incidents, and issues happened, and identify how to prevent them in the future—focusing on fixing root causes and taking ownership of identified actions.
  • Proactively identify ways to improve the control environment by considering what could go wrong in the processes I operate, and how errors could be prevented—focusing on fixing root causes and taking ownership of identified actions.
  • Complete all mandatory training by the deadline.
  • 100% completion on mandatory annual customers' reviews: KYC/PEP.
  • Impairment and delinquency
  • No excess of overdrawn: timely OD reviews, 100% quality submission of reports, and motivations.
  • Act with integrity in everything you do by always adhering to Absa's values.
  • Meeting all regulatory deadlines and standards (regulatory fine).
  • Proper onboarding of clients – KYC on income to meet Fin Crime requirements.
  • No overdoses, re-opening of audit issues, and audit adjustments.
  • Ensure TCF and sustainability regulations/policies are embedded with strict adherence.
  • Targeted communications to clients.

CUSTOMER SERVICE ADVISOR/PRESTIGE BANKER

ABSA BANK TANZANIA
DAR ES SALAAM
12.2012 - 07.2020
  • Assisted customers with inquiries and account management tasks.
  • Resolved customer complaints and escalated issues when necessary.
  • Provided accurate information on banking products and services.
  • Maintained up-to-date knowledge of bank policies and procedures.
  • Facilitated seamless transactions through various banking platforms.
  • Collaborated with team members to improve customer service strategies.
  • Documented customer interactions in the customer relationship management system.
  • Trained new staff on customer service protocols and best practices.
  • Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
  • Contacted customers to service accounts, address issues, and propose new offerings.
  • Adhered to company policies and procedures when handling customer inquiries or complaints.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Provided customer service by responding to inquiries and resolving problems in a timely manner.
  • Managed complex customer accounts requiring special attention or escalation.
  • Participated in regular training sessions to stay abreast of new products and services.
  • Processed payments accurately according to company policies and procedures.
  • Ensured compliance with all applicable laws regarding consumer protection.
  • Developed relationships with customers through proactive follow-up on orders.
  • Answered customer calls, emails, and live chat inquiries promptly and courteously.
  • Reviewed current processes and procedures for accuracy and efficiency improvements.
  • Consulted with customers regarding needs and addressed concerns.
  • Performed needs analysis and presented options based on findings to help customers make decisions.
  • Provided feedback from customers to management team for further review.
  • Researched account information when necessary to resolve customer issues quickly.
  • Identified customer needs and offered solutions to enhance the customer experience.
  • Collaborated with other departments to ensure quality service delivery for customers.
  • Cross-sold products or services based on customer needs assessment.
  • Maximized revenue by proactively building and managing key customer relationships.
  • Educated customers on product features and benefits to support sales efforts.
  • Developed strong customer relationships to encourage repeat business.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Mentored junior team members and managed employee relationships.
  • Opening current accounts, savings products, packaged loan products, card products, etc.
  • O

RETAIL ADMINISTRATOR

BARCLAYS BANK TANZANIA
DAR ES SALAAM
12.2010 - 12.2012
  • Managed daily retail operations and customer service interactions.
  • Assisted in inventory management and stock replenishment processes.
  • Coordinated staff schedules and ensured proper coverage during peak hours.
  • Maintained compliance with bank policies and regulatory requirements.
  • Supported marketing initiatives for promotional campaigns in the branch.
  • Trained new staff on operational procedures and customer engagement techniques.
  • Resolved customer inquiries and complaints to enhance satisfaction levels.
  • Ensured compliance with relevant laws and regulations pertaining to retail operations in the local jurisdiction.
  • Developed and maintained a database of customers, vendors, and inventory.
  • Organized events such as seasonal sales or special promotions at the store location.
  • Conducted monthly inventory audits to ensure accuracy of stock levels.
  • Monitored customer feedback to improve overall customer service satisfaction.
  • Maintained an organized filing system for all documents related to retail operations.
  • Created promotional materials such as flyers, posters, and banners to advertise special offers in-store or online.
  • Resolved customer complaints regarding sales and service.
  • Enhanced sales volume through skilled support to both new and inactive customers.
  • Supported sales team members to drive growth and development.
  • Directed and coordinated products, services and sales activities.
  • Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
  • Improved profit margins by effectively managing expenses, budget, and overhead, increasing closings and optimizing product turns.

LEAD GENERATOR

BARCLAYS BANK TANZANIA
DAR ES SALAAM
05.2010 - 12.2010
  • Generated leads through targeted outreach campaigns and relationship building.
  • Researched potential clients to identify business opportunities and needs.
  • Collaborated with marketing teams to design effective promotional materials.
  • Conducted market analysis to refine lead generation strategies and approaches.
  • Engaged with prospective clients via phone, email, and social media platforms.
  • Assisted in organizing events to promote banking services and attract clients.
  • Provided feedback on lead quality to improve future marketing efforts and tactics.
  • Identified valuable leads through several key methods, including social media, networking events, and targeted marketing.
  • Maintained an accurate record of all sales activities.
  • Applied lead generating methods in high number of cold calls per day.
  • Established relationships with prospects by following up on leads in a timely manner.
  • Assisted with marketing campaigns to drive lead generation initiatives.
  • Analyzed customer needs and recommended appropriate products and services.
  • Responded promptly to customer queries via telephone or email.
  • Identified and qualified potential customers through outbound calling.
  • Provided feedback on new product ideas based on customer insights.
  • Managed accounts from initial contact through closure process.
  • Participated in trade shows, conferences, and networking events to generate new business opportunities.
  • Collaborated with other departments to ensure successful execution of projects.
  • Conducted product demonstrations over the phone or via webinars.
  • Monitored industry trends and competitor activity to stay abreast of market changes.
  • Prepared detailed proposals for prospective customers outlining services offered.
  • Generated sales by prospecting leads, calling and negotiating advantageous deals.
  • Developed new leads each day at or above quotas.
  • Collaborated with new customers to give details about company offerings.
  • Networked to build client base and promote products to new and existing clients.
  • Cross-sold additional products and services to purchasing customers.

Education

ADVANCED DIPLOMA - INFOMATION TECHNOLOGY(IT)

INSTITUTE OF FINANACE MANAGEMENT(IFM)
DAR ES SALAAM TANZANIA
11-2009

Advanced Certificate of Secondary Education Examination (ACSEE) - PHYSICS ,CHEMISTRY AND MATHEMATICS (PCM)

MSALATO HIGH SCHOOL
DODOMA TANZANIA
06-2006

Certificate of Primary School Education - CPE

SHISHIYU PRIMARY SCHOOL
MASWA TANZANIA
10-1998

Certificate of Secondary Education Examination (CSEE) - ARTS & SCIENCE

TEGETA HIGH SCHOOL
DAR ES SALAAM TANZANIA

Skills

  • Client relationship management
  • Branch Operation knowledge
  • empathy
  • Sales strategy development
  • Ability to plan and organize
  • Financial product knowledge
  • Customer engagement
  • Cross-selling techniques
  • Team collaboration
  • Problem solving
  • Effective communication
  • Time management
  • Conflict resolution
  • Training and mentoring
  • Effective Interpersonal skills
  • Banking
  • Sales reporting
  • Written and verbal communication
  • Public speaking
  • Financial advising
  • Loans
  • Portfolio growth
  • Value selling
  • New business generation
  • Credit history review
  • Analytical problem solving
  • Customer relationship management
  • Client acquisition
  • Qualifying customers
  • Risk mitigation
  • De-escalation techniques
  • Critical thinking
  • Service assistance
  • Product knowledge
  • Client relationships
  • Cash handling
  • Referral screening
  • Customer education and consulting
  • Overcoming objections
  • Client engagement
  • Requirements determination
  • Policy management
  • Wealth management offerings
  • Consultative selling
  • Sales expertise
  • Relationship management
  • Financial services
  • Customer relationships
  • Customer service
  • Service delivery enhancements
  • FLUENT IN ENGLISH &KISWAHILI
  • Customer portfolio management
  • Relationship building and management
  • Excellent communication

Accomplishments

  • Certificate of Excellence in Outstanding Performance in the Year 2024 at Absa Bank Tanzania
  • Certificate of Excellence in Outstanding Performance in the Year 2015 at Barclays Bank Tanzania as Liabilities Accounts Sales
  • Certificate of Excellence in Outstanding Performance in the Year 2014 at Barclays Bank Tanzania as Liabilities Accounts Sales
  • Certificate of Excellence in Outstanding Performance in the Year 2014 at Absa Bank Tanzania

Languages

Swahili
First Language
English
Elementary (A2)
A2

Timeline

PRESTIGE RELATIONSHIP MANAGER

ABSA BANK TANZANIA
07.2020 - Current

CUSTOMER SERVICE ADVISOR/PRESTIGE BANKER

ABSA BANK TANZANIA
12.2012 - 07.2020

RETAIL ADMINISTRATOR

BARCLAYS BANK TANZANIA
12.2010 - 12.2012

LEAD GENERATOR

BARCLAYS BANK TANZANIA
05.2010 - 12.2010

ADVANCED DIPLOMA - INFOMATION TECHNOLOGY(IT)

INSTITUTE OF FINANACE MANAGEMENT(IFM)

Advanced Certificate of Secondary Education Examination (ACSEE) - PHYSICS ,CHEMISTRY AND MATHEMATICS (PCM)

MSALATO HIGH SCHOOL

Certificate of Primary School Education - CPE

SHISHIYU PRIMARY SCHOOL

Certificate of Secondary Education Examination (CSEE) - ARTS & SCIENCE

TEGETA HIGH SCHOOL

Similar Profiles

CREATE PROFILE
PENDO BONEVENTURA MLULI