Summary
Overview
Work history
Education
Skills
Timeline
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Sonia Joseph Moshi

Dar es Salaam,Dar-es-Salaam

Summary

Dedicated and hardworking corporate service personnel with internal drive to deliver excellence with enough knowledge obtained from contact Centre, business banking and wholesale banking. Client - focused with enough capability to sell, upsell, cross sell, and retain customers both retail and corporate.

Overview

18
18
years of professional experience

Work history

Ag Client Service Analyst

03.2022 - 01.2023
  • Wholesale banking Works with RMs, Product Sales, Operations, and other key internal stakeholders to solve client issues and complaints, identify opportunities for process improvements, selling and cross selling of NMB products
  • Work as a mini-Relationship Manager Visiting corporate customers and make proactive calls for service satisfaction review and service improvement
  • Analysing client's need and work with internal stake holders to make sure customer needs are met Participates in Service Reviews with key clients, identify, Customer analysis and communicate ways to continuously improve service level standards
  • Preparing Monthly report on all issues affecting corporate banking clients, number of engagements

Client Service Delivery Officer

03.2019 - Current
  • Business Support - Client Desk
  • Assisting and retaining corporate clients from Institutional, Government and corporate banking
  • This includes NGOs, UN agencies, Religious and all government Institutions
  • Training internet banking users on how to use the system and conversion of customers to online banking
  • Continually identify opportunities to improve client efficiency/ performance, through e.g., improving channel usage, identifying service improvements, product solutions, and cross-sell opportunities e.g., FX deals, account opening and automation of systems
  • Provide First Contact Resolution (FCR) with increased TAT Support Rate for all touch points
  • Increase Business Customers Satisfaction Rate (NPS) through satisfactory service on every encounter with end-to-end management of customers' matters
  • Coordinate all cases reported by branches in relation to clients' issues and manage them at HQ level for proper tracking and timely execution.

Call Centre Support Officer

07.2013 - 02.2019
  • Provide secondary support for customer inquiries received via the automated escalation systems (Manage Engine), telephone and email
  • Assesses nature of customer problems and resolve both simple and complex issues
  • Give the feedback to customers
  • Work on every individual problem and establish a root cause before escalating to E- banking /VAS Department/Reconciliation Team
  • Receive and action escalated queries from Call Centre Agents
  • Establish the root cause to every complaint escalated to Back Office and thereafter provide recommendation for a permanent solution to fix the issue
  • Action all requests from Branches and MNO according to procedures - PIN resets,
  • NMB Mobile Deactivation and Disabling of services and all MNO queries (M-Pesa,
  • Tigopesa and Airtel Money)
  • Responsible for providing feedback internally and externally for all customers' focused issues
  • Answer customer inquiries regarding NMB product and services accurately
  • Provide excellent service to customers
  • Prepare customer refund voucher to be sent to The Reconciliation Team on daily basis and other reversals of mobile banking transactions
  • Provide daily status for all refund files sent to the Reconciliation Team and reconciliation files sent to MNO by Reconciliation Team to the Call Centre Agents
  • Ensure issues/queries received from Customer Service (Contact Centre) and internal customers are resolved within agreed turn-around-time (TAT)
  • Keep a record of all reconciliation reports and refund/reversal vouchers
  • Participate in Mobile Banking projects/new products conception as may be deemed necessary.

Social Media Specialist

12.2014 - 06.2015
  • Represent the spirit” of the brand or company, and be its number one advocate
  • Listen to users and respond to their comments and inquiries, to make them feel valuable
  • Customer service
  • Moderate all user-generated content in line with the moderation policy for each community
  • Identify, cultivate, and strengthen relationships with brand influencers, so that they become followers and advocates of it
  • Continuously improve by capturing and analysing the appropriate social data/metrics, insights, and best practices, and then acting on the information
  • Set up and optimize company pages within each platform to increase the visibility of company's social content
  • Providing solution to customers on their problems
  • Collaborate with other departments (marketing) to manage reputation, identify key players, and coordinate actions

Call Centre Agent

National Microfinance Bank PLC
06.2009 - 04.2013
  • To deliver world class one-stop customer experience via contact Centre by handling all customer inquiries, complaints, and queries promptly, accurately and courteously
  • Ensuring service recovery and retention - turning a complaint/unhappy customer into a loyal satisfied customer
  • To conduct follow-up activities arising from customers call (Resolution of complaint
  • To ensure departmental objectives and targets are met by answering calls within expected Service levels, complaints resolved within required service level agreements, maintaining low average talk time and 90% standard score in quality of calls
  • To ensure requests or investigations are completed appropriately and communicated to other channels/ departments within the same day
  • To ensure superb follow-up and fulfil promises made to our customers
  • To ensure compliance with Banking Policy and Standards, regulations, controls, and procedures of the Bank
  • To handle customer inquiries, and other administrative customer-oriented processes as requested
  • To obtain and verify information by phone, using professional and courteous phone techniques

Pesa Coordinator

Vodacom Tanzania
04.2008 - 05.2009
  • Contribute to the objectives & strategies of VTL and the Customer Care department while adhering to company policies & procedures
  • Communicates effectively (promptly and timely) customer queries, both orally and in writing, with customer's partners and colleagues to handle all queries efficiently while maintaining service quality and standards
  • Proactively educate and sale Vodacom Tanzania Limited products and services especially M-PESA contributing to M-PESA sales target
  • Adhere and maintain business processes workflows
  • Ensure that all relevant documentations are correctly captured on the relevant and applicable systems and escalated / resolved
  • Prepare documents for statistical purposes
  • Participate to the change management when introducing new systems and processes in Customer Care and M-PESA
  • Develop the skills through recommended training and development initiatives including performance issues as reported by Quality Assurance

Erolink Customer Care Agent

Vodacom Tanzania
08.2007 - 03.2008
  • Contribute to the objectives & strategies of VTL and the Customer Care department while adhering to company policies & procedures
  • Receiving Queries and complains of customer through calls and message.

Education

Advanced Diploma - Business Administration and Management

Learn IT College
Dar Es Salaam

International Diploma - Business Administration

Learn IT College
Dar Es Salaam

Kinondoni Secondary School

Skills

  • Excellent customer service skills
  • Team player
  • Problem solving
  • Understanding of banking products
  • Client assessment and analysis
  • Microsoft office

Timeline

Ag Client Service Analyst

03.2022 - 01.2023

Client Service Delivery Officer

03.2019 - Current

Social Media Specialist

12.2014 - 06.2015

Call Centre Support Officer

07.2013 - 02.2019

Call Centre Agent

National Microfinance Bank PLC
06.2009 - 04.2013

Pesa Coordinator

Vodacom Tanzania
04.2008 - 05.2009

Erolink Customer Care Agent

Vodacom Tanzania
08.2007 - 03.2008

Advanced Diploma - Business Administration and Management

Learn IT College

International Diploma - Business Administration

Learn IT College

Kinondoni Secondary School

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Sonia Joseph Moshi