Work Preference
Summary
Overview
Work History
Education
Skills
Timeline
Generic
Open To Work

Salma Hashim

Dar Es Salaam,Tanzania

Work Preference

Job Search Status

Open to work
Desired start date: Open to discussion

Desired Job Title

Customer Service ManagerEconomistRelationship ManagerMonitoring and Evaluation Officer

Work Type

Full Time

Location Preference

Hybrid
Location: Dar Es Salaam, Tanzania, TZ
Open to relocation: Yes

Salary Range

Sh2500000/yr - Sh4000000/yr

Important To Me

Company CultureWork-life balanceCareer advancementPersonal development programsPaid sick leaveHealthcare benefits

Summary

Focused Customer Service Supervisor with over 3 years of success in leadership and staff supervision. Successful at promoting improvements in customer relations, administrative quality and project management. Top-notch professional at communicating with customers and employees to solve problems.

Overview

4
4
years of professional experience

Work History

Customer Service Supervisor

Nanovas Tanzania Limited
Dar Es Salaam, Tanzania
03.2019 - 12.2022
  • Answered phone calls and responded to questions and concerns.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Assessed team member performances by delivering one-on-one coaching to promote better service.
  • Addressed customer inquiries to increase customer satisfaction ratings.
  • Interviewed, hired and trained staff to meet company objectives.
  • Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Monitored phone calls to provide feedback and coaching.
  • Created training manuals to resolve simple and complex customer issues.
  • Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
  • Monitored service desk ticket queues to facilitate timely response and resolution.
  • Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
  • Monitored phone calls to promote better service and provide feedback.
  • Provided day-to-day leadership to cultivate environment that exemplified company values.
  • Delivered continuous training to associates to maximize performance and customer relations skills.

Customer Service Agent

Nanovas Tanzania Limited
Dar Es Salaam, Tanzania
03.2019 - 07.2019
  • Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Managed high-volume of inbound and outbound customer calls.
  • Investigated and solved routine and complex customer issues to earn repeat business.
  • Suggested suitable options for unavailable products and services to retain customers.
  • Returned customer calls in established turnaround time to meet company objectives.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Educated customers on special pricing opportunities and company offerings.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Mentored new employees on procedures and policies to maximize team performance.

Education

Alpha High School
Dar Es Salaam, Tanzania
12.2015

Bachelor of Arts - Economics

Ardhi Uniersity
Dar Es Salaam, Tanzania

Skills

  • Training programs
  • Expertise in sales
  • Account management
  • Training
  • Workforce Management
  • Scheduling and calendar management
  • Report writing
  • Reliable and trustworthy
  • Computer skills: Microsoft Office, Microsoft Excel
  • Communication skills: English, Swahili

Timeline

Customer Service Supervisor

Nanovas Tanzania Limited
03.2019 - 12.2022

Customer Service Agent

Nanovas Tanzania Limited
03.2019 - 07.2019

Alpha High School

Bachelor of Arts - Economics

Ardhi Uniersity

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Salma Hashim