SYLVIA LUCAS CHAPUGA
Dar es Salaam
Summary
Dedicated and responsible graduate with experience in directing, administering, managing, coordinating, implementing, controlling, and completing services across all facets. Eager to contribute to a rapidly expanding company/organization that presents numerous challenges to effectively leverage my skills and knowledge.
Overview
11
11
years of professional experience
Work History
Operations officer
Pergamon Group Limited
07.2021 - Current
- Prepare regular reports, presentations, and analysis on operational performance, trends, and outcomes. Present findings to senior management and make recommendations for improvement.
- Provide guidance, support, and supervision to operational staff. Assign tasks, set performance expectations, and conduct performance evaluations
- Provide support to all business units including administrative, financial and human resource departments.
- Resolve product or service problem by clarifying the customers complaints, determining the cause of the problem, selecting and explaining the best solution for such and following up to ensure the resolution.
- Identify areas for improvement in operational processes, workflows, and procedures. Streamline operations to enhance efficiency, productivity, and cost-effectiveness. Conduct regular meetings with staffs to discuss about operational updates, ideas and issues.
- Ensure resource assignment, work allocation, training development and performance assessments are completed in timely manner.
- Handling all customer complaints ensuring proper action is taken on each and customer satisfaction is affirmed throughout the process.
- Working closely with technical department to ensure client site visit (Installation and support) are timely and such reported to Operation manager on a daily basis.
- Achievements:
- Proven record of accomplishment in resolving complex customer issues.
- Enhancing product and service quality, improving customer satisfaction, and reducing returns or complaints.
- Managed to sign Annual maintenance contracts with different companies as special project of which increased company’s revenues.
Administrative Assistant
Pergamon Group Limited
03.2018 - 06.2021
- Prepare reports and presentations with statistical data, as assigned
- Manage office supplies stock and place orders
- Prepare regular reports on expenses and office budgets
- Maintain and update company databases
- Organize filing system for important and confidential company documents
- Answer queries by employees and clients
- Update office policies as needed
- Maintain a company calendar and schedule appointments
- Book meeting rooms as required
- Distribute and store correspondence (e.g., letters, emails and packages)
- Arrange travel and accommodations
- Schedule in-house and external events
Sales Executive
Smile Communication Tanzania
02.2015 - 08.2016
- Searching for New customers to join for Smile internet usage
- Present and provide Individual client consultations in context with overall intervention strategy as needed.
- Registering new customers and advising them on Smile internet usage.
- Independently calls on mid to senior-level executives and other representative to generate sales.
- Selling Smile products and opening new accounts for new customers.
- Helping customers with different problems occurring when operating with Smile internet
- Handling different queries from customers
- Assuring all customers is well served and satisfied with Smile service
- Writing Weekly report and Monthly on business behavior in general
- Achievement:
- Responded to over 45 customer calls daily and solved 90% of their concerns.
- Increased number of smile products users especially MiFi’s to individual users, since then smile internet seemed to be only for the corporate companies, with special promotion idea to educate and reach individuals, I managed to get more customers and increase company revenue in November 2015.
Import Service Executive
DHL Express Tanzania
01.2014 - 01.2015
- Informing all the customers on the shipment’s arrival to their destinations via emails and phone calls, so they get prepared for clearance procedures.
- Advising customers on the duty payments for clearance of different shipments from abroad and assisting on invoicing procedures.
- Assurance of safety and quick delivery of shipments to the required destination.
- Ensuring quality service to customers given on time.
- Handling different Queries and customer complains accordingly.
- Day, Week and Monthly Work Report Writing
- System Updating for the whole required work data to be recorded.
- Achievements:
- Maintained positive relationship with representatives of other shipping companies.
Education
Master of Public Administration - Public Administration
Mzumbe University
Dar Es Salaam, Tanzania12-2024
Bachelor’s Degree - Politics and Management of Social Development
Mwalimu Nyerere Memorial Academy
Dar Es Salaam, Tanzania10-2013
Skills
- Strong understanding of office operations
- Experience with office operations system like ACA and NPTS, and management software like MS Excel and MS word
- Ability to work under pressure, to meet tight deadlines without compromising the quality of work
- Confident communicator and able to express and interpret technical data in a clear understandable manner
- Attentive to detail, accurate and a keen observer especially while reconciling of daily reports
- Effective in navigating various circumstances
- Good interpersonal relationship and communication skills
- Well-developed individual group and administrative ability
- Learn towards technological advancement
References
Anold, R. Masonda, Operations Manager, anold@pergamonz.com, +255715551235, Pergamon Group Ltd, P.O BOX 31236, Dar es Salaam, Tanzania
Training
- DHL Express Tanzania; December 2015
- Topic: Customer satisfaction and Loyalty, Dar es Salaam Tanzania.
- Pergamon Group limited; December 2018
- Topic: Telephone skills and Customer care, Malindi Kenya.
- Pergamon Group limited; December 2019
- Topic: Leadership and Customer Service Management, Naivasha Kenya.
- Pergamon Group limited; December 2021
- Topic: Emotional Intelligence and team building, Arusha Tanzania.
- Pergamon Group limited; December 2022
- Topic: Team management and leadership style, Zanzibar Tanzania.
Timeline
Operations officer
Pergamon Group Limited
07.2021 - Current
Administrative Assistant
Pergamon Group Limited
03.2018 - 06.2021
Sales Executive
Smile Communication Tanzania
02.2015 - 08.2016
Import Service Executive
DHL Express Tanzania
01.2014 - 01.2015
Master of Public Administration - Public Administration
Mzumbe University
Bachelor’s Degree - Politics and Management of Social Development
Mwalimu Nyerere Memorial Academy
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