Sarah Paul
Dar Es Salaam
Summary
High-performing professional with integrity and leadership skills. Applies knowledge and abilities to positively impact organization. Flexible in different situations and dynamic conditions. Works great under extreme stress and deadlines.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Officer, Service Delivery Assurance
NMB BANK
Dar Es Salaam
01.2019 - Current
- Monitoring call center performance (Outbound, Inbound, Social media teams).
- Optimizing call effectiveness for both the inbound and outbound teams.
- Defining the metrics and key risk indicators (KRIs) for the customer experience. Tracking significant issues arising from metrics, assurance activities, audit reviews, and regulatory inspections, proving validation of issue closure where necessary.
- Monitoring compliance with internal policies, procedures, guidelines, and regulatory requirements by performing regular and comprehensive risk assessments and testing; ensuring that the Customer Experience risks are appropriately identified, assessed, and mitigated.
Learning Attachment at Retail Sales Department
NMB BANK
Dar Es Salaam
10.2023 - 01.2024
- Prepare the daily Sales Performance Report showing the top performing and least performing branches.
- Project the performance report during the Sales Meeting with Branch Managers and Zonal Managers.
- Participated in sales.
Officer, Contact Center - Outbound
NMB BANK
Dar Es Salaam
01.2016 - 12.2018
- Sales and Cross-Selling.
- Customer Retention and Relationship Management.
- Prepare and present reports on outbound activities.
- Customer Feedback and Surveys.
- Ensure adherence to service standards.
- Work hand in hand with business units, and recommend different sales campaigns based on customers' needs and feedback.
Officer, Contact Center
NMB BANK
Dar Es Salaam
06.2014 - 12.2015
- Provide customer knowledge and awareness of bank products and services.
- Maintain customer relationships with NMB.
- Service Excellence (Handling customer complaints both by phone, email, and in person)
- Upselling and cross-selling bank products, and telemarketing.
Customer Care Officer
Vodacom
Dar Es Salaam
04.2013 - 05.2014
- Responded promptly to incoming phone calls from customers seeking assistance.
- Answered customers' questions about services and products offered.
- Handled customer complaints, providing appropriate solutions and alternatives within time limits.
- Resolved customer complaints quickly and efficiently.
Education
Bachelor of Arts - In Sociology And Anthropology
University Of Dar Es Salaam
Dar Es Salaam, Tanzania10-2011
Skills
- Good knowledge of banking products
- Good communication skills
- Proven track record in sales and customer retention
- Report writing and analytical skills
- Leadership and management skills
- Proficiency in CRM tools, and a strong understanding of social media platforms, tools, and analytics
Accomplishments
- April -2015, I was awarded a certificate in Recognition for Invaluable effort in promoting effective team spirit (NMB Customer Experience)
- Trophy for Dormant Reactivation worth of 19 Billion in 2018- During the Campaign of Dormant Account Reactivation
- Opening of 11 accounts on same day November 2023
- Facilitated the Opening of Business Account Opening and 1 personal Account Jan 2025
- Increase of NPS to 59 from 40.
- Improve FCR at Contact Center and Branches.
- Improvement of process and guidelines at customer experience.
Certification
- Certificate of Sales and customer services for Call Centre Agent -NMB Training Centre
- Lean Six Sigma Green Belt Certification - SIX SIGMA - South Africa. I'm now studding it.
- TOT (Training of Trainers)-Inspired Resource Centre & Consultancy Limited - Kenya
Project Participated
- NMB CURE
- · NMB IVR Revamp
- Pioneer in starting Outbound (generating income at contact center/sales) unit at Contact Centre
- Pioneer in starting Service Delivery Assurance Unit at Customer Experience (2019)
- Pioneer in Starting Governance at Customer experience (2021)
Timeline
Learning Attachment at Retail Sales Department
NMB BANK
10.2023 - 01.2024
Officer, Service Delivery Assurance
NMB BANK
01.2019 - Current
Officer, Contact Center - Outbound
NMB BANK
01.2016 - 12.2018
Officer, Contact Center
NMB BANK
06.2014 - 12.2015
Customer Care Officer
Vodacom
04.2013 - 05.2014
- Certificate of Sales and customer services for Call Centre Agent -NMB Training Centre
- Lean Six Sigma Green Belt Certification - SIX SIGMA - South Africa. I'm now studding it.
- TOT (Training of Trainers)-Inspired Resource Centre & Consultancy Limited - Kenya
Bachelor of Arts - In Sociology And Anthropology
University Of Dar Es Salaam
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