THOMAS SHELLO
Dar es Salaam
Summary
Resourceful Customer Experience Specialist with leadership experience, highly organized, energetic and versatile team worker committed to continuous improvements. Proven tracker of customer journeys, interacting with customers across channels and platforms and coordinating with stakeholders to keep fine tuning the customer Experience.
Overview
8
8
years of professional experience
Work History
Customer Experience Specialist
Vodacom PLC
04.2022 - Current
- Review of CXJ and co-create Digital-VAS, CBU, VBU and M-Pesa products with product owners using Design thinking Methodology (EDT) before product launch
- Onboarded Product owners across the company on Design Thinking methodology
- Identifying customer needs and taking proactive steps to maintain positive experiences
- Providing “Go” and “No Go” consent before launch of products by ensuring the reviewed customer journey corresponds to the tested one (UAT) and has passed the score card
- Review and approve notifications sent to customers across the company
- Ensuring GTM Compliance by putting customer first and ensure all segments in the score card are covered before the launch of products
- Presenting Customer experience issue/topics to the Customer Experience Board (CX Board chaired by MD) to fast-track solution/fixes for better customer experience
- Ensuring quantitative and qualitative insights on existing products/services/channel to drive key KPIs like calls reduction, NPS, TNPS and FCR
- Review processes and journeys which impact customer experience to enhance better experience
- Example BTL communication process, Mobile Solution device ordering and Post-paid on boarding process
- Ensuring process and guidelines for service/product delivery are adhered
- Example creation of USSDs change guideline/Policy
- Running customer obsession program across the company by defining how all the departments across the company can put our customer first on their daily activities, championing REAL Talks and develop Experience feedback Tool for Staffs
- Revamped Customer Experience Frame work to Design Thinking Frame work used for new and existing journey review and reference for CXX gateways
- On boarded other Vodacom Markets (Ethiopia and DRC) on Journey Centric framework and how to improve experience by adhering to CXX gateways.
Contact Center Supervisor cum Trainer
Erolink
08.2021 - 03.2022
- Preparing and communicating Inbound, Outbound, Survey, Social Media, EBU and OJT daily Quality analytical reports
- Preparing and communicating weekly and monthly Quality analytical reports to reflect Week on Week and Month on Month Quality Performance
- Preparing and making analysis on different Products campaigns as requested by Client (Vodacom PLC)
- Training New staff and refreshing staff on new products & services and Quality parameters
- Preparing long term projection on improvement of call Center basic KPI through daily audits and recommendations
- Monitoring Quality Analyst KPIs, established and enforced clear goals to keep employees working collaboratively
- Coached and mentored staff members through constructive feedback to develop long-term career goals
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
Quality Analyst officer
Erolink
08.2020 - 07.2021
- Evaluating Vodacom inbound, outbound and BO calls
- Evaluating Vodacom Social media and EBU call transactions (post & mails)
- Calibrating calls for leveling and enhance common standard of auditing
- Conducting different campaigns as directed by client (Vodacom)
- Modification of best practice procedure (BPP) and advising Vodacom internal quality team on best coaching and feedback methodologies
- Sharing different ideas on call deflection and customer experience improvement on monthly basis.
Quality Analyst
iSON
08.2019 - 07.2020
- Listening and calibrating Vodacom inbound calls
- Listening and calibrating Vodacom outbound calls
- Calibrating Vodacom Social media and EBU cases
- Conducting different coaching and sessions based on call listening, analysis and preparing reports
- Conducting different campaign for checking BPP adherence, knowledge and FCR.
Social Media Agent
Vodacom client (iSON)
05.2019 - 08.2019
- Handling different customer queries from all Vodacom’s Social media platforms
- Escalating all difficult queries to specialist department for resolution.
Building automated chat BOT (TOBi) for social media platforms
03.2019 - 05.2019
- Preparing script on all Vodacom products, services and queries which are likely to be asked by customers
- Preparing automated answers for all products, services and queries which are likely to be asked by customers
- Feeding/teaching the chat bot with all products, services, queries and the answers on the same.
High value customer Agent
Vodacom client (iSON)
10.2017 - 02.2019
- Attending high value customers through calls
- Escalating to back office all difficult queries related to HVC.
Vodacom Regular Mass Agent
Erolink
11.2016 - 09.2017
- Receiving and responding to calls from Vodacom Regular customers
- Escalating difficult queries to back office for resolution.
Education
Vodacom customer care service (EROLINK) -
Erolink recruitment agency
12.2016
Bachelor of Arts with Education (BAED) -
University of Dar es Salaam (UDSM)
12.2016
Advanced Certificate of Secondary Education (ACSEE) -
Bogwe High School
12.2013
Certificate of Secondary Education Examination (CSEE) -
Katente Secondary School
12.2010
Skills
- Design thinking Methodology
- Journey scoring (GTM)
- Team building
- Data Analysis
- Strong influence and communication skills
- Positive approach and attitude
Personal Information
- Date of Birth: 04/10/92
- Gender: Male
- Nationality: Tanzanian
- Marital Status: Single
Languages
- English
- Kiswahili
Hobbies and Interests
- Reading and watching documentary
- Watching and playing football & volleyball
- Writing
References
- AHMED JOHN, Business Development Manager, Erolink Limited, Box 32827, UDSM, Dar es Salaam, 0767102001, Ahmed.John@erolink.co.tz
- BELINDA WERA, HoD Customer Experience & Digital care, Vodacom PLC, PO Box 2369, Dar es Salaam, 255754712843, werab@vodacom.co.tz
- MSAFIRI KIDUNYE, Manager Digital care & Automation, Vodacom Tanzania PLC, P. O BOX.2369, Dar es Salaam, 0754710326, kidunyem@vodacom.co.tz
Disclaimer
I certify that the information in this CV is true and accurate to the best of my knowledge.
Timeline
Customer Experience Specialist
Vodacom PLC
04.2022 - Current
Contact Center Supervisor cum Trainer
Erolink
08.2021 - 03.2022
Quality Analyst officer
Erolink
08.2020 - 07.2021
Quality Analyst
iSON
08.2019 - 07.2020
Social Media Agent
Vodacom client (iSON)
05.2019 - 08.2019
Building automated chat BOT (TOBi) for social media platforms
03.2019 - 05.2019
High value customer Agent
Vodacom client (iSON)
10.2017 - 02.2019
Vodacom Regular Mass Agent
Erolink
11.2016 - 09.2017
Vodacom customer care service (EROLINK) -
Erolink recruitment agency
Bachelor of Arts with Education (BAED) -
University of Dar es Salaam (UDSM)
Advanced Certificate of Secondary Education (ACSEE) -
Bogwe High School
Certificate of Secondary Education Examination (CSEE) -
Katente Secondary School
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