Romana Mwenda
Dodoma
Summary
Branch Supervisor at Multichoice Tanzania Limited with expertise in customer-centric initiatives and subscriber growth. Proven track record in financial analysis, performance management, and conflict resolution, leading to enhanced team productivity and customer satisfaction. Committed to process improvement and operational efficiency, ensuring high standards in daily operations and workflow management. Recognized for implementing effective policies that drive organizational success and foster professional development within teams.
Overview
13
13
years of professional experience
Work History
Branch Supervisor
MULTICHOICE TANZANIA LIMITED
01.2018 - Current
- Embed a customer centered culture in the region
- Drive a ‘customer first approach’ across all touch points in the Branch
- Deliver strategic/tactical roadmap of initiatives to achieve customer experience
- Ensure achievement of the strategic and end-to-end operational objectives of the Branch.
- Implement policies, and processes to ensure we continue to invest in - and differentiate with - an extraordinary customer experience.
- Analyses customer complaints obtained through the customer relationship management systems to ensure the identification of root causes of service issues
- Improve customer experience, create engaged customers and facilitate subscriber growth
- Take ownership of customers issues and follow problems through to resolution
- Drive innovative customer service initiatives that continually drive a customer centric culture
- Ensure resolution of customer queries/complaints and comments received at the Branch
- Implement measures aimed at guaranteeing optimal customer experience
- Ensured that Stock is managed according to the Distribution standardization policies and procedures
- Manage stock levels and make key decisions about stock control by liaising with the distribution function to ensure maintenance of optimal stock levels in Branch.
- Oversee administrative duties in the Branch, and escalate issues to relevant units/departments where necessary.
- Ensure that all maintenance issues are escalated promptly to their logical conclusion
- Monitor and ensure daily reconciliation of system and cash collections
- Ensure customer education on self-help, alternative payment and contact options
- Ensure all customer interactions are adequately captured
- Ensure customer education on existing product/offerings
- Implement Blueprints & standards (in line with Customer Journey Mapping) across all Channel Partners’ offices (our touchpoints) within the branch location and its metropolis
- Ensured that Stock is managed according to the Distribution standardization policies and procedures
- Ensure that the Channel Partners’ supports are efficient and effective
- Actively Monitor Channel Partners’ business operations to ensure that they are operating according to the set blueprint
- Ensured sound financial management of the branch
- Managed and maintained branch budgets & forecasts
- Manage team members to ensure effective delivery of business unit objectives.
- Develop a high performing team by embedding formal performance development and informal coaching.
- Encourage frequent knowledge sharing between team members.
- Determine and analyze development needs for the team and ensure that identified training requirements are budgeted for and executed.
- Interview and recruit new members of the team, including determining appropriate compensation levels with input from HR
- Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met.
- Review and update the department’s organization structure and role description on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member.
- Approve leave requests for team members and create leave plan to ensure adequate coverage.
- When required, initiate disciplinary processes for team members calling on support from HR when required.
- Resolve grievances raised by team members and escalate only if required.
- Address poor performance of any team member through the formal Performance Improvement programmer and ensure that continued poor performance is appropriately dealt with.
- Motivate team members and ensure that their efforts are recognized
SHINYANGA MUNICIPAL COUNCIL
Shinyanga
07.2012 - 09.2012
- Inspecting business lisence and liquor lisence in the municipality
- Preparing trade quarterly report and annual action plan
- To conduct marketing research on the price of good in the municipality
- To prepare business lisence register, liquior lisence and motorcycle register.
Education
Bachelor Degree of Art - Public Relations and Marketing
01.2013
Advanced Certificate of Secondary Education -
01.2010
Certificate of Secondary Education -
01.2007
Certificate of Primary Education -
01.2003
Skills
- Customer service
- Performance management
- Financial analysis
- Inventory management
- Process improvement
- Data analysis
Personal Information
- Date of Birth: 01/01/90
- Gender: Female
- Nationality: Tanzanian
- Marital Status: Single
- Religion: Christian
Languages
- Fluent spoken and written English
- Swahili
References
- Mr. Benson Magehema, Head Of Operation, Multichoice Tanzania Limited, Dar es Salaam, Tanzania, 0754710846, Benson.Magehema@multichoice.com
- Miss Bertha Thomas, Public Relations Officer, St Augustine University of Tanzania, Mwanza, Tanzania, 307, 0758520969
- Herman Komba, Information System Auditor, National Audit Tanzania, Dodoma, Tanzania, 950, 0763068047
Hobbies and Interests
- Playing games
- Watching movies
- Listening to current issues
- Reading books
Training
University of Dar es Salaam Computing Centre, Microcomputer Application, 01/01/10, 01/01/10, Introduction to Ms Windows, Microsoft Word, Microsoft Excel, Microsoft Access, Internet & Email
Disclaimer
I declare that the information provided above are correct and describe my particulars.
Membership And Awards
- Certificate of Microcomputer Application
- Certificate of Appreciation at Shinyanga Council
- Certificate of Appreciation at St. Augustine University of Tanzania
- Certificate of Appreciation at SAUT Students Public Relations Association
- Certificate of Recognition as an active member of Youth of United Nations Association of Tanzania
- Credit certificate as the best student in commitment to service at Huruma Girls Secondary School
Contact Address
Mrs. A. Mwenda, Dodoma, 255682097909, romanamwenda@gmail.com
Timeline
Branch Supervisor - MULTICHOICE TANZANIA LIMITED
01.2018 - Current
- SHINYANGA MUNICIPAL COUNCIL
07.2012 - 09.2012
St. Augustine University Of Tanzania – SAUT - Bachelor Degree of Art, Public Relations and Marketing
Huruma Girls Secondary School - Advanced Certificate of Secondary Education,
Nganza Girls Secondary School - Certificate of Secondary Education,
Mazengo Primary School - Certificate of Primary Education,
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