Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
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REGINA DAMIAN

ARUSHA

Summary

I'm a dedicated Customer Service Professional with a banking background and legal expertise. Skilled in assisting clients and resolving issues, I prioritize customer satisfaction and cultivate positive relationships. My strong work ethic, attention to detail, and quick learning abilities contribute to team success. Eager to apply my expertise and continue growing in the industry

Overview

14
14
years of professional experience

Work History

Customer experience officer

NMB BANK PLC
07.2022 - Current
  • Handling Inbound and Outbound Calls: Answering incoming calls from customers or making outbound calls to follow up on inquiries, resolve issues, or provide assistance
  • Customer Support: Providing excellent customer service by addressing customer inquiries, concerns, or complaints in a timely and professional manner
  • Product or Service Knowledge: Acquiring and maintaining a comprehensive understanding of the company's products or services to effectively assist customers and answer their questions
  • Navigating Systems and Tools: Using various software applications and tools, such as Nmb Cure, BI, EODO systems, knowledge bases, and call center software, to access customer information, log interactions, and process requests
  • Problem Solving: Identifying and resolving customer issues or escalating complex problems to higher-level support or management as needed
  • Maintaining Records: Documenting customer interactions, inquiries, and resolutions accurately and thoroughly for future reference and reporting purposes
  • Adhering to Policies and Procedures: Following company policies, procedures, and scripts to ensure consistency in customer interactions and compliance with regulatory requirements
  • Meeting Performance Metrics: Achieving key performance indicators (KPIs) such as call resolution times, customer satisfaction ratings, and call quality standards
  • Continuous Learning: Participating in ongoing training sessions and self-directed learning to stay updated on product knowledge, industry trends, and customer service best practices
  • Team Collaboration: Collaborating with team members, supervisors, and other departments to share knowledge, address customer issues, and improve overall service delivery

Officer service delivery assurance (intern)

NMB BANK PLC
10.2021 - 06.2022
  • Live and practice NMB values
  • Maintain standard of service through quality assurance to all customer interaction points
  • Prepare and analyze reports for internal governance discussion and decision
  • Drive formal coaching sessions to frontline staff (e.g., branches and customer experience department) on gaps identified during quality checks to raise service standards
  • Maintain consistency and standardization of service operational risk, audit & compliance by proactive identification of gaps for proactive measures to avoid loss to the bank or customer
  • Assess all regulatory and internal policy compliance (e.g., Financial Consumer Protection Regulation)
  • Act as a second line of defense to the customer experience department by identifying all risk areas/indicators to staff and customers, proactively recommending to management the proper way forward for timely solutions, and proposing best practices in all identified gaps across all customer interactions for better experience and regulatory requirement compliance

01.2017 - 12.2021

Legal Officer (intern)

Vigilance Attorneys
07.2021 - 09.2021
  • Attending both in the Judge's chamber and open Court for hearing sessions and recording of legal proceedings
  • Drafting, reviewing, and negotiating contracts, agreements, and legal documents
  • Providing legal advice and guidance to management and other departments within the organization
  • Organizing paperwork i.e
  • Helping attorneys to arrange their documents and doing other clerical works such as answering client's emails and phone calls

01.2015 - 12.2016

01.2011 - 12.2014

Education

Primary Level -

Levolosi Primary School

Bachelor of laws (LLB) - Bachelors' Degree of Laws (LL.B), Upper Second Class

St. Augustine University of Tanzania
01.2021

Advanced level - Advanced Certificate of Secondary Education Examination (ACSEE)

Ashira Girls High School
01.2017

Secondary level - Certificate of Secondary Education Examination (CSEE)/ Credit Level

Winning Spirit Secondary school
01.2010

Skills

  • Communication Skills
  • Attention to Detail
  • Legal Knowledge
  • Problem-Solving Abilities
  • Confidentiality
  • Teamwork
  • Customer service
  • Problem-solving
  • Calm and professional under pressure
  • Understanding customer needs
  • Calm under pressure
  • Customer relations

Hobbies and Interests

Empathy Building: Volunteering, participating in community service, Traveling, listening to music and cooking

Timeline

Customer experience officer

NMB BANK PLC
07.2022 - Current

Officer service delivery assurance (intern)

NMB BANK PLC
10.2021 - 06.2022

Legal Officer (intern)

Vigilance Attorneys
07.2021 - 09.2021

01.2017 - 12.2021

01.2015 - 12.2016

01.2011 - 12.2014

Primary Level -

Levolosi Primary School

Bachelor of laws (LLB) - Bachelors' Degree of Laws (LL.B), Upper Second Class

St. Augustine University of Tanzania

Advanced level - Advanced Certificate of Secondary Education Examination (ACSEE)

Ashira Girls High School

Secondary level - Certificate of Secondary Education Examination (CSEE)/ Credit Level

Winning Spirit Secondary school

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REGINA DAMIAN