Hi, I’m
ROBSON NDOSSA
DAR ES SALAAM
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. 8 Years of experience in Community development,Customer Experience ,Quality Analyst and project management. Proven track record of driving Customer satisfaction and Management through data analysis, process improvements, and effective communication strategies. Adept at collaborating with cross-functional teams and leading projects from conception to completion.
Overview
9
years of professional experience
9
years of post-secondary education
2
Languages
1
Certificate
Work History
Multichoice DSTV ,Tanzania Dar-es-Salaam
Quality Analyst
01.2023 - Current
Job overview
- Provide regular updates to Contact Center Agents on quality metrics by communicating consistency problems or production deficiencies and resolutions.
- Collaborating with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Monitoring KPIs to proactively address bottlenecks and quality issues. Super Agent KPI is 95% and above while normal Agent is 80%-94%.
- Conducting comprehensive call auditing and evaluation to ensure high-quality service delivery and customer satisfaction. 50 Calls per day.
- Conducting regular coaching and feedback sessions for Contact Center Agents to provide constructive guidance and support for their professional development and improved performance.
- Conducting daily morning briefing to ensure that Contact Center Agents are up-to-date with pending issues, resolved queries, and relevant content, enabling them to provide efficient and effective customer service.
VODACOM PLC Dar Es Salaam
Quality Analyst Officer
11.2021 - 01.2023
Job overview
- Evaluating inbound, outbound, and back-office , as well as social media and EBU (email and post) transactions. Managed over 20 Agents and 50 calls per day.
- Calibrating calls to standardize and improve auditing process
- Conducting campaigns as directed by client
- Modifying Best Practice Procedures (BPP) and providing advice to management team on best coaching and feedback methodologies.
- Formulating new and creative Ideas which will help in improving customer experience and cost reduction
- Coaching and training Contact Center Agents to address their weaknesses, knowledge gaps, and shortcomings, in order to improve quality of service delivery and enhance customer experience.
POCCO FINANCEDar-es-Salaam
Customer Experience and Operations Officer.
12.2018 - 02.2020
Job overview
- Escalating tough and critical problems t appropriate department, whether it is Recovery or Sales in Back Office (BO)
- Securing meetings and presentations with clients, as well as obtaining Memorandum of Understanding (MOU) to establish clear understanding of expectations and goals.
- Assisting online customers through Zen Desk and social media platforms such as Facebook and Twitter
- Ensure that all office utensils are fully available to facilitate smooth daily operations
- Conduct meetings and debriefings to discuss projections and challenges raised on floor
- Asses loan portfolio
- Make follow-ups on active clients.
- Recovering company debts, loans past due date from defaulters. 20Milion per Month as KPI.
- Asses’ clients Information (KYC) if eligible for loan.
ISON BPODar-es-Salaam
MARKETING OFFICER
06.2016 - 11.2018
Job overview
- Upsell and promoted Vodacom products and services with a positive tone and creative approach
- Educate customers about the various services and offers provided , to increase their awareness and encourage full utilization
- Achieving the provided KPI targets to maximize profits and increase conversion rate of 30%
- Conducting surveys to determine what attracts customers and reporting their queries ,problems, challenges, and setbacks encountered to the relevant department for resolution.
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
- Followed up with customers to solicit further sales.
ErolinkDar-es-Salaam
Contact Center Officer
05.2014 - 07.2016
Job overview
- Listening to customer’s needs, problems and offering best solution in timely manner. 100 calls per day.
- Escalating tough and critical problems to concerned department
- Perform troubleshooting to identify root cause of problem and provide professional solutions.
- Reversing money transfers made to incorrect recipient.
- Developed solutions to frequent issues and offered ideas to make contact team more productive.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.(BPP)
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Education
University Of Iringa (Formerly, Tumaini University, IRINGA
Bachelor of Arts in Community Development from Community Development, Leadership, Management ,Gender Equality
11.2010 - 11.2013
University Overview
- Professional development completed in Entrepreneurship
- Completed professional development in Community Development
Makongo High School, ACSEE, Dar-es-Salaam
Advanced Certificate of Secondary from Economics
05.2008 - 05.2010
Agape Lutheran Junior Seminary, Kilimanjaro
Certificate of Secondary
EducationExamination (CSEE from Science And Arts
01.2004 - 11.2007
Skills
- Team building
- Work under pressure
- Strong influence and communication skills
- Analytical and Critical Thinking
- Excellent Communication
- Flexible and Adaptable
- Planning and Coordination
- Audit Processes
- Report Creation
- Project Management
- Training Material Development
- Data Analysis
- Project Planning
Languages
Swahili
Native language
English
Proficient
C2
Accomplishments
At VODACOM PLC
- Developing creative ideas to improve customer experience and reduce costs. As a team, we created the JIMIXIE bundle which allows customers to get minutes, SMS, and MBs for any amount above 500.
- We also simplified general knowledge information and made it accessible in one place, enabling agents to retrieve information faster and provide quick resolutions, thereby improving customer experience.
- Raised Net promoters score. This was achievable through TOKOMEZA ZERO CAMPAIGN, SUPER AGENT, SIMPLICITY, CREATION OF IDEAS.
- TOKOMEZA ZERO CAMPAIGN (Zero fatally score).Manage to reduce major Fatal Scores (zero rated) from 43% to 18.
- Involved Robotic process automation (RPA) this involved feeding information to TOBI (automated bot). Evaluation of TOBI feedbacks and response to various customer’s queries. TOBI accuracy rose 50% since launched. Cost saved since launch of Tobi is 200M.
At POCCO FINANCE (ZENKA)
- Secured Memorandum of Understanding (MOU) with Kiwango Security on which Officers were granted Loans which neither Bank could provide them
- Trusted with a budget of 15 million Tsh on procurement. Finding best price, genuine products and transports, buying Office ThinkPad Laptops, Chairs & Desks, Coffer maker, and refrigerator, sugar, cups.
- Successfully followed up with a difficult defaulted customer who had switched bank accounts and had accumulated significant debts from various sources. Through persuasive communication with the customer's HR and bank, I was able to facilitate the full payment of the loan.
Timeline
Quality Analyst
Multichoice DSTV ,Tanzania
01.2023 - Current
Quality Analyst Officer
VODACOM PLC
11.2021 - 01.2023
Customer Experience and Operations Officer.
POCCO FINANCE
12.2018 - 02.2020
MARKETING OFFICER
ISON BPO
06.2016 - 11.2018
Contact Center Officer
Erolink
05.2014 - 07.2016
University Of Iringa (Formerly, Tumaini University
Bachelor of Arts in Community Development from Community Development, Leadership, Management ,Gender Equality
11.2010 - 11.2013
Makongo High School, ACSEE
Advanced Certificate of Secondary from Economics
05.2008 - 05.2010
Agape Lutheran Junior Seminary
Certificate of Secondary
EducationExamination (CSEE from Science And Arts
01.2004 - 11.2007
- Entrepreneur Training - 2013
Certification
- Entrepreneur Training - 2013
Referees
REFEREES BONIFACE SHOO
MANAGER CENTRAL ZONE TCRA
Mobile: +255767327200
Email: shoobl246@gmail.com
JACOB MSEJA,
HEAD OF OPERATION,
POCCO FINANCE.
Mobile: +255713165253.
Email: jmseja@yahoo.com
THOMAS SHELLO
CUSTUMER EXPERIENCE SPECIALIST
VODACOM PLC
Mobile: +255767710136
Email: thomasshello@gmail.co
Interests
Community Involvement.
Reading
Travel
Hobbies
Watching news
Travel
leaning new skills
Community Engagement
Custom
Watching news
Travel
leaning new skills
Community Engagement
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