Salma Kassim Swai
Dar-es Salaam
Summary
Collaborative leader dedicated to fostering an engaged and empowering work culture through partnership with coworkers. Proven track record in building and maintaining relationships with diverse stakeholders in fast-paced environments.
Strong problem-solving abilities, willingness to learn, and exceptional communication skills to drive team success and achieve positive outcomes.
Seeking a role that offers professional challenges and allows for the utilization of interpersonal skills, effective time management, and problem-solving expertise.
Overview
18
18
years of professional experience
Work History
Post-Project Implementation Support (Freelance)
Dreamchasers Technologies
10.2024 - Current
- Provide ongoing support following project completion to ensure sustainability and client satisfaction.
- Liaise with project teams and clients to address issues and optimize post-implementation outcomes.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Language Support Services
AGRA
10.2024 - 10.2024
- Provided language support by liaising with participants from Mozambique at the Poultry Futures Forum held in Dar es Salaam.
- Facilitated communication and engagement between diverse stakeholders to ensure successful forum outcomes.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Head of Customer Service
Solarworks Mozambique
09.2019 - 08.2021
- Developed and implemented a customer service survey that identified customer service issues and allowed for quick resolution of customer complaints
- Created and maintained customer service reports to track customer service metrics and identify areas of improvement
- Trained a team of new customer service agents to ensure a high quality of customer support
- Monitored and reported on customer feedback to identify areas of improvement and implementation of customer service initiatives
- Analyzed customer service data to identify areas of improvement, resulting in a 70% reduction in customer service issues
Customer Relations Team leader
Simbanet Tanzania Ltd
11.2016 - 09.2019
- Trained and mentored new customer service team members to ensure a high level of customer service
- Led a team of customer service representatives, resulting in a 70% increase in customer satisfaction ratings
- Created a database of customer records that improved customer relations and increased customer satisfaction.
- Collaborated with cross-functional teams to ensure client satisfaction and meet deadlines
- Created a customer service dashboard that provided real-time insights into customer service trends and performance metrics
- Developed and implemented customer service policies and procedures to streamline customer service processes
- Built relationships with key stakeholders and influencers to increase brand awareness and reach new markets
Account Manager
Simbanet Tanzania Ltd
08.2015 - 11.2016
- Negotiated pricing and terms with customers to maximize profitability and customer retention.
- Utilized CRM software to track customer data, interactions, and activity, resulting in improved customer service.
- Conducted regular customer reviews and follow-ups to ensure customer satisfaction and identify areas for improvement.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Created sales objectives and strategies to help struggling teams increase productivity and meet sales metrics.
Service Plan Re Alignment Manager
Afsat Communications (Tanzania) Limited
01.2008 - 04.2015
- Met and exceeded monthly set upgrade targets thus enabling the overall department to achieve the set sales target.
- Monitored and tracked client service usage for client service upgrades and ensured there is no compromise on quality of service.
- Consulted with clients as the point of contact to ensure all their needs are met.
- Managed resellers to ensure they are provided with all information and assistance to effectively manage their clients.
- Tender and Proposal writing for the company applied tenders.
- Managed, tracked, and analyzed department promotions/event to monitor the impact on the sales and revenue.
- Organized and participated in trade exhibitions and demonstrations by creating awareness and company visibility to the public.
Education
MBA - International Business
Indian Institute of Foreign Trade
Dar Es Salaam10-2014
Skills
- Team leadership skills
- Effective Time Management
- Customer Service
- Retention Skills
- Communication Skills
- Customer Relationship Management
- Project Management
- Teamwork
- Relationship Building
LANGUAGES
English
Kiswahili
Portuguese
Work Type
Contract WorkPart TimeTimeline
Post-Project Implementation Support (Freelance)
Dreamchasers Technologies
10.2024 - Current
Language Support Services
AGRA
10.2024 - 10.2024
Head of Customer Service
Solarworks Mozambique
09.2019 - 08.2021
Customer Relations Team leader
Simbanet Tanzania Ltd
11.2016 - 09.2019
Account Manager
Simbanet Tanzania Ltd
08.2015 - 11.2016
Service Plan Re Alignment Manager
Afsat Communications (Tanzania) Limited
01.2008 - 04.2015
MBA - International Business
Indian Institute of Foreign Trade
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