Reine Mngumi
Arusha
Summary
With knowledge and extensive experience in Business Management, Training, Customer Service and Finance and Investment, Reine makes a perfect candidate in many fields such as Administration, Recruitment and Training, Leadership and Governance, Managing company resources, and Marketing. Her ability to integrate these skills into Training Needs Assessments and Course Planning allows her to be a worker of remarkable versatility
Overview
12
12
years of professional experience
10
10
years of post-secondary education
1
1
Certification
Work history
Country After Sales Manager-Tanzania
Sunking
Arusha, Tanzania
12.2021 - 02.2025
- Team Management- Provide guidance to Team Member's career development, mentorship and driving professional growth within the After sales department
- Partnership and Customer Service-Deliver a comprehensive service to enquiring customers
- Find solutions and ensure product replacements and other warranty claims are closed within the designated timelines
- Delegate certain customer enquiries to specific teams when needed
- Drive Operational Efficiency: Meet KPI goals including service level timelines and customer net promoter score
- Systems and process design: Coordinate with technology teams to ensure company systems, including applications meet customer service needs
- Develop new processes to transform current service operations more efficiently
- Documentation & MIS: Provide periodic reports to management on after-sales & service activities
- Training: Build training materials: Training Needs Assessment and hold training for partners and Field Teams in relation to product troubleshooting, repairs, and replacement processes
- Develop a thorough knowledge of the product and service the company is offering
- Dispute Management: Manage a large number of incoming calls and emails, keeping a record of customer interactions and details of actions taken
- Report back on results addressing any issues/disputes from customers
- Stock Management, Financial Management and SAP Replacement Bookings
- Quality Management of refurbished stock both under repair center, zonal warehouse and sunking stores
Human Resource and Administration Officer
Gemtech Data Solutions
Geita
12.2020 - 08.2021
- Create and update records and databases with personnel, financial and other related data
- Prepare budget forecasts and monitoring of stock levels, office supplies and place orders when necessary
- Manage and assist to arrange meetings, appointments, transport and accommodation during official travels
- Team Management (Staffs and Other Contractors responsible for office maintenance and repair to secure efficiency and compliance to company policies)
- Acting as a department representative in various meetings with the administration, external agencies and stockholders, and government institutions
- Manage leave requests, loans, permits and salary increments and employee's performance appraisal
Field Service Manager
Offgrid Electric
Dar-es-Salaam
07.2017 - 05.2019
- Design, implement, evaluate and continuously adapt customer and agent acquisition strategies
- Training of Service agents and field service officers on quality customer service
- Team management (Provide coaching and mentoring to staffs and agents)
- Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews
- Forecasting and planning of departmental budgets, schedule expenditures within the stipulated time
- Manage all delivery locations in the service area (Service points, Service center and Sales points)
- Inventory Management and Reconciliation
Acting Field Service Manager
Offgrid Electric
Geita
02.2017 - 06.2017
- Manage departmental budget and agents payments
- Team Management (Staff and Contractors)
- Cost management (All department costs)
- Analyze, monitor and manage department targets
- Manage all delivery locations in the service area (Service points, Service center and Sales points)
Senior Service officer
Offgrid Electric
Geita
10.2015 - 01.2017
- Day to day management of customer service and experience
- Conduct support groups and individual field trainings
- Quality assurance processes through field evaluations, audits and up-training of agents
- Cost management, agents payments and commission
- Inventory management
Junior Service Officer
Offgrid Electric
Geita
12.2014 - 09.2015
- Inventory management (stock levels and inventory safety)
- Distribution management (setup and manage the entire network)
- Contractors management
- Cost management (All department costs)
- Manage all delivery locations in the service area (Service points, Service center and Sales points)
HR and Administrative Intern
Tanzania Civil Aviation Authority
Dar-Es-Salaam
07.2013 - 09.2013
- Identify hiring needs, develop position description and other recruitment plans
- Manage leave requests, loans, permits and salary increments
- Coordinating with management to reinforce organizational policies to ensure harmony and good working conditions
- Arrange meetings, appointments and employee's transport and accommodation during official travels
- Participating in employee's performance appraisal
- General office management
Education
Masters of Science - Finance and Investment
Institute of Accountancy Arusha
10.2023 - 12.2024
Bachelor of Business Management -
Institute of Accountancy Arusha
10.2011 - 11.2014
A-Level - EGM (Economics Geography Mathematics)
Tambaza High School Secondary
04.2009 - 03.2011
O-Level -
Tanzania Adventist Secondary School
01.2005 - 10.2008
Skills
- Communication
- Interpersonal skills
- Team player
- Goal motivator
- Team building
- Recruitment
- Training
- Customer service
- Planning
- Budgeting
- Staffing
Interests
- Very curious in finding solutions and resolving customer queries
- Hiking and Camping
- Sports including football and jogging
Languages
English
Fluent
Swahili
Fluent
Certification
AWARDS & CERTIFICATIONS
- Sunking Leadership Academy- Build and Managing Teams
- Awarded with a certificate for the completion of management course with African Management Institute (AMI) in 2014
- Certificate of business and computer skills training by Mpower Academy (Offgrid Electric Ltd) in 2014
- Award for a country’s Top 3 service manager of the year 2017 by Offgrid Electric Ltd
- Certificate for attendance in Boot Camp Training on Leadership Skills by Offgrid Electric in 2017
- Best regional service person of the year 2015, and 2016 in Geita region
- Certificate for outstanding performance in Bachelor of Business Management by Institute of Accountancy Arusha in 2014
- Certificate for participating in Career Day Seminar by Institute of Accountancy Arusha (2014)
- Certificate for outstanding performance in general academics by Tanzania Adventist Secondary School, in 2008
References
REFERENCES:
Nehemia Sumari Hosea,
Operations Manager,
Sunking - Tanzania
0755944024
nehemia@sunking.com
Mbura Tenga
Human Resource Manager
Tanzania Civil Aviation Authority
0718001232
tmbura@tcaa.go.tz
Mathew Dunia
Zonal Sales Manager
Multi-Choice Tanzania Ltd
0757812333
mathewdunia@gmail.com
Timeline
Masters of Science - Finance and Investment
Institute of Accountancy Arusha
10.2023 - 12.2024
Country After Sales Manager-Tanzania
Sunking
12.2021 - 02.2025
Human Resource and Administration Officer
Gemtech Data Solutions
12.2020 - 08.2021
Field Service Manager
Offgrid Electric
07.2017 - 05.2019
Acting Field Service Manager
Offgrid Electric
02.2017 - 06.2017
Senior Service officer
Offgrid Electric
10.2015 - 01.2017
Junior Service Officer
Offgrid Electric
12.2014 - 09.2015
HR and Administrative Intern
Tanzania Civil Aviation Authority
07.2013 - 09.2013
Bachelor of Business Management -
Institute of Accountancy Arusha
10.2011 - 11.2014
A-Level - EGM (Economics Geography Mathematics)
Tambaza High School Secondary
04.2009 - 03.2011
O-Level -
Tanzania Adventist Secondary School
01.2005 - 10.2008
Similar Profiles
Husna RamadhaniHusna Ramadhani
Social Media Executive at SunkingSocial Media Executive at Sunking
Francis Kihiko Kamau KamauFrancis Kihiko Kamau Kamau
Customer Service Representative at SunkingCustomer Service Representative at Sunking
FAITH MBITHEFAITH MBITHE
Sales representative at SunKingSales representative at SunKing
WISSAM NASSIMWISSAM NASSIM
Logistics and Operations Supervisor at United Nations IRMCTLogistics and Operations Supervisor at United Nations IRMCT
Pankaj Kumar DubeyPankaj Kumar Dubey
Manager- Sales & Marketing – AGO/PMS/IK at Mount Meru Petroleum LtdManager- Sales & Marketing – AGO/PMS/IK at Mount Meru Petroleum Ltd