SAKINA ABDUL SULEIMAN
Dar es Salaam
Summary
Energetic and personable customer service professional with over 2 years’ experience in contact centers and social media support. Proven ability to resolve customer concerns with empathy and accuracy, build customer loyalty, and maintain excellent service standards. Experienced in handling front desk and receptionist duties with professionalism, efficiency, and confidentiality. Passionate about delivering outstanding guest experiences and supporting office operations.
Overview
3
3
years of professional experience
Work History
Social Media Agent
EROLINK Limited
Dar es Salaam
08.2024 - Current
- Provided live chat support and responded to customer messages across platforms (Instagram, Facebook, X).
- Issued proforma and tax invoices for monthly and annual clients in a timely manner.
- Resolved digital complaints while maintaining brand voice and tone.
- Monitored customer sentiment and escalated complex issues to appropriate departments.
- Delivered timely and accurate information on company services and promotions.
- Maintained digital service logs and followed up with clients as needed.
- Participated in team meetings to optimize customer service approaches.
Inbound Call Centre Agent
EROLINK Limited
Dar es Salaam
01.2023 - 07.2024
- Handled large volumes of inbound calls daily, ensuring accurate and courteous responses to all inquiries.
- Resolved complaints effectively and converted dissatisfied customers into satisfied, loyal clients.
- Documented each customer interaction in CRM systems for tracking and continuous improvement.
- Logged and analyzed service statistics, complaints, and requests for service recovery.
- Presented root causes of recurring customer issues to support officers and team leaders.
- Followed up on pending client cases to ensure timely resolutions and customer satisfaction.
- Maintained up-to-date knowledge of company products, services, and internal policies.
Receptionist & Office Support
- Welcomed and assisted guests, clients, and staff professionally at the front desk.
- Managed phone calls and emails directed to the organization and redirected messages as needed.
- Scheduled appointments and coordinated meeting logistics.
- Sent, received, and distributed internal and external mail, documents, and packages.
- Maintained inventory of office supplies and reordered stock promptly.
- Filed and maintained accurate records of customer communication and office documents.
- Ensured a clean, organized, and welcoming reception area that reflects company values.
Education
Bachelor of Arts - Language Studies
University of Dar es Salaam
01.2022
Advanced Certificate of Secondary Education -
Zanaki High School
01.2019
Certificate of Secondary Education (CSE) -
Premier Girls Secondary School
01.2016
Primary School Leaving Certificate (PSLC) -
Sandali Primary School
01.2012
Skills
- CRM software
- Microsoft Office Suite
- Communication tools
- Office equipment
- Digital communication
- Customer service
- Complaint resolution
- Relationship management
- Team collaboration
- Office administration
- Effective communication
- Problem solving
- Attention to detail
- Call management
Languages
- English, Excellent
- Swahili, Excellent
- French, Good
References
- Cecylia Editha, HR Cx & Care, cecyliа.editha@multichoice.co.tz, +255 754 590 950
- Kelvin Balele, Supervisor, Contact Center, kelvin.balele@multichoice.co.tz, +255 788 620 920
Hobbies and Interests
- Traveling and exploring new cultures
- Reading news and professional articles
- Physical fitness and well-being
- Listening to motivational speeches
Skills Tools
- CRM Software (added advantage per job post)
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Communication Tools: Zoom, Skype, Microsoft Teams
- Office Equipment: Printers, Scanners, Filing Systems
Receptionist Office Support Experience
- Welcomed and assisted guests, clients, and staff professionally at the front desk.
- Managed phone calls and emails directed to the organization and redirected messages as needed.
- Scheduled appointments and coordinated meeting logistics.
- Sent, received, and distributed internal and external mail, documents, and packages.
- Maintained inventory of office supplies and reordered stock promptly.
- Filed and maintained accurate records of customer communication and office documents.
- Ensured a clean, organized, and welcoming reception area that reflects company values.
Timeline
Social Media Agent
EROLINK Limited
08.2024 - Current
Inbound Call Centre Agent
EROLINK Limited
01.2023 - 07.2024
Receptionist & Office Support
Bachelor of Arts - Language Studies
University of Dar es Salaam
Advanced Certificate of Secondary Education -
Zanaki High School
Certificate of Secondary Education (CSE) -
Premier Girls Secondary School
Primary School Leaving Certificate (PSLC) -
Sandali Primary School
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