Samuel Maganya
Dar es Salaam
Summary
Experienced and results-driven hospitality and customer service professional with over a decade of experience at Sun International (South Africa). Strong leadership background in quality assurance, guest satisfaction, and team coaching. Proven ability to manage feedback systems, social media communities, and service improvement strategies. Recognized for professionalism, attention to detail, and a proactive approach to problem-solving and guest engagement.
Overview
11
11
years of professional experience
Work History
Voice of the Guest Coordinator & Social Media Community Manager
Sun International
01.2015 - 12.2019
- Managed the Voice of the Guest platform (Market Metrix), analyzing and actioning guest feedback across all Sun International properties
- Social Media Community Manager, monitoring brand sentiment and responding to guest queries and feedback on platforms such as Facebook, Instagram, X (Formally Twitter)
- Resolved guest complaints and escalations, providing prompt and effective communication
- Liaised with Customer Contact Centre teams, unit managers, and operations to close feedback loops and enhance service delivery
- Extracted guest satisfaction data and generated monthly reports for executives and managers
- Improved survey engagement by reviewing survey questions and optimizing format and length
- Handled admin functions such as user access setup and quality control of survey feedback
Quality Assessor Manager
Sun International
10.2011 - 12.2014
- Led the Quality Assurance team in the Customer Contact Centre, overseeing a team of Quality Assessors
- Facilitated performance reviews, calibration sessions, and coaching to ensure consistent service quality
- Produced analysis reports and recommended training and development strategies to leadership
- Worked closely with Training and Operations to align service delivery with brand expectations
- Contributed to measurable improvements in customer satisfaction and agent performance
Customer Contact Centre Quality Assessor
Sun International
06.2009 - 09.2011
- Evaluated inbound calls and emails against internal service standards
- Delivered coaching and support to agents, focusing on quality improvement and guest experience
- Identified trends and service gaps to guide team development
- Contributed to recruitment activities, including CV screening, role-plays, and system testing
Customer Contact Centre Telephone Agent
Sun International
06.2009 - 09.2011
- Assisted MVGs, travel agents, and the public with reservations and general inquiries for Sun International hotels
- Handled high volumes of inbound calls and emails, maintaining professionalism and accuracy
- Responded to voicemail follow-ups during peak periods
- Actively engaged in internal morale-building activities as part of the Agent Representative Council
Education
Bachelor of Consumer Science - Hospitality management
Unisa - University Of South Africa
01.2006
Senior Certificate - Grade 12
Bedfordview High School
01-2004
Skills
- Market Metrix
- Clarabridge
- OPERA
- TMS
- CRM
- CMS
- Avaya Agent Desktop
- Contact Centre Manager
- Facebook Business Manager
- Twitter/X engagement tools
- Microsoft Word
- Excel
- Outlook
- Guest feedback analysis
- Service reporting
- QA scoring systems
- Coaching frameworks
- Performance dashboards
- Calibration sessions
- User access setup
- System maintenance
- Reporting tools
Personal Information
Nationality: Tanzanian
Languages
- Swahili, Native
- English, Fluent
- Zulu, Intermediate
- Sotho, Intermediate
- Afrikaans, Intermediate
References
- Debbie Klintworth, Loyalty & Customer Services Manager, Sun International, 011 780 7216
- Pragasen Maistry, Former Contact Centre Manager, Sun International, 078 460 6700
- Nana Matshona, Current Contact Centre Manager, Sun International, 081 391 2041
Additional Courses And Certifications
- Search Engine Optimization, 2020
- National Certificate in Generic Management, 2016
- Coaching for Performance, 2012
- Coaching Behaviour Workshop, 2012
- Emotional Intelligence Workshop, 2012
- Agent Representative Council (ARC) Member, 2011
- Customer Contact Centre Newsletter Creator, 2013
Attributes
- Friendly and approachable with a strong service ethic
- Highly organized and detail-oriented
- Trustworthy and loyal team player
- Self-motivated with strong initiative
- Excellent communicator at all organizational levels
- Calm under pressure and solution-focused
- Committed to high service standards and continuous improvement
Timeline
Voice of the Guest Coordinator & Social Media Community Manager
Sun International
01.2015 - 12.2019
Quality Assessor Manager
Sun International
10.2011 - 12.2014
Customer Contact Centre Quality Assessor
Sun International
06.2009 - 09.2011
Customer Contact Centre Telephone Agent
Sun International
06.2009 - 09.2011
Bachelor of Consumer Science - Hospitality management
Unisa - University Of South Africa
Senior Certificate - Grade 12
Bedfordview High School
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