Sarah Mlingi
Dar Es Salaam
Summary
An adept customer service professional with extensive expertise in customer experience and relationship management. Possessing a rich background as a customer service executive, seamlessly transitioning into sales, achieving exceptional results. Accomplished driving high sales performance and reactivating dormant accounts, contributing to a notable $9 billion in 2017 due to a solid reputation for recognizing lucrative business prospects, qualifying leads, and nurturing robust partnerships. My leadership skills shine through in fostering team growth and development. As a driven Sales Support Manager, I excel in nurturing critical client connections, ensuring customer loyalty, and surpassing sales targets consistently.
My dedication to relationship building, combined with a proactive work ethic, enables me to drive impactful change. I have a proven record of influencing senior stakeholders to embrace innovative approaches, enhancing sales processes' efficiency and effectiveness
Overview
10
10
years of professional experience
Work History
Sales Support Manger (Attachment)- Retail Sales
NMB Bank
Dar Es Salaam
06.2023 - Current
- Performed periodic reviews of existing processes and procedures to ensure efficiency in the sales process.
- Prepared presentations for management summarizing weekly sales activities.
- Provided training and support to the sales team on products, pricing strategies, and customer service techniques.
- Assisted in developing marketing campaigns to increase brand awareness.
- Collaborated with internal teams to develop promotional materials for trade shows and other events.
- Supported sales team members to drive growth and development.
- Built sales forecasts and schedules to reflect desired productivity targets.
- Prepared budgets and approved budget expenditures.
Service Delivery Officer, Customer Experience
NMB Bank
Dar Es Salaam
02.2019 - Current
- Ensure Customer Service delivered with quality as per NMB Bank Standards both at Customer experience units (Contact Centre, Client Service Delivery, Client Service Retention) Branches and Other departments at HQ dealing directly with customers.
- Perform regular Branch visit to ensure compliance to operating regulation
- Participating on Bank Business Forums such as Business Clubs, Teachers events to interact with customers to know their pinpoint on Bank products and Services. Compared with other banks and recommend for improvement.
- Reporting on the number of Risk incidences and shared to customer experience Management for review. Number of incidents monitored on quarterly basis.
- Supporting Bank initiatives to improve efficiency and reduce complaints for both Wholesale segment and retail
- Conduct daily, weekly, monthly, and quarterly checks on customer complaints (both retail and corporate customer) handled (via call, email, physical) are handled withing Agreed SLA and share report with stakeholders.
- Ensure operating processes are compliant to Financial Consumer Protection Act of 2019
- Ensure customer experience operations are compliant to regulations and processes
- Conducted regular meetings with customers to discuss their feedback on service delivery.
- Monitored customer service requests and responded accordingly.
Assistant RM (Attachment) - Business Banking
NMB Bank
Dar Es Salaam
07.2020 - 12.2020
- Analyzing performance of all Business Banking -loan products in the area of operation against the set budget and ensure quality standards of the Business Banking loans are complied.
- Manage existing customer relationships through regular contacts and visits by ensuring customers’ banking needs are addressed effectively and in a timely manner.
- Driving Business Banking growth and value through identification and development of new commercial engagements.
- Assisting the relationship managers in driving Business Banking activities, through networking and promoting Business Banking activities with branch network, branch managers in respect to the growth of Business Banking portfolio.
- Actively mobilizing deposits, lending, and cross selling of other bank products (Forex, SWL,Card Products, Internet Banking, Bancassurance, etc.)
- Marketing Business Banking products, processing, assessing, and writing of Business banking credit applications
- Working with all other related departments within the bank to implement delivery of good customer experience.
Contact Centre Agent at Customer Experience
NMB Bank
Dar Es Salaam
06.2014 - 01.2019
- Upselling and cross selling bank products and telemarketing.
- Service Excellence (Handling customers complain both in phone, email and physical)
- Maintain customer relationships with NMB.
- Conduct Customer Satisfaction Survey on NMB Bank products and services and share reports to the stakeholders.
- Dormant Account Reactivation
- Provide Customer knowledge and awareness on Bank Products and Services
Education
Bachelor of Arts - Sociology And Anthropology
UNIVERSITY OF DAR ES SALAAM
Dar Es Salaam , Tanzania11.2011
Some College (No Degree) - Lean Six Sigma Green Belt Course.
NMB Training Center - Paloma NMB
Dar Es SalaamSkills
- Strong sales management skills
- Good customer relationship and sound understanding of bank’s products, policies and procedures
- Knowledge of BI system and Bank procedures
- Excellent client management skills
- Strong networking and interpersonal skills
- Conversant with standard computer applications (Excel, Word and Access)
Timeline
Sales Support Manger (Attachment)- Retail Sales
NMB Bank
06.2023 - Current
Assistant RM (Attachment) - Business Banking
NMB Bank
07.2020 - 12.2020
Service Delivery Officer, Customer Experience
NMB Bank
02.2019 - Current
Contact Centre Agent at Customer Experience
NMB Bank
06.2014 - 01.2019
Bachelor of Arts - Sociology And Anthropology
UNIVERSITY OF DAR ES SALAAM
Some College (No Degree) - Lean Six Sigma Green Belt Course.
NMB Training Center - Paloma NMB
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