Upendo Mtui
Lawyer
Dar es Salaam,02
Summary
Tactful and ready to work in Local and International arena, Able to learn new skills and cope with new pressure and extreme conditions, Team worker, good communicator, Disciplined, focused An avid learner, capable of taking initiative, attentive to detail, organized, results driven and well organized.
Overview
10
10
years of professional experience
2
2
Languages
Work History
Quality Trainer
Betika Tanzania
01.2022 - Current
- Develop comprehensive training materials, including presentations, handouts, and interactive exercises, tailored to the specific needs of call center agents, both new and existing and other employess
- Conduct regular training sessions, covering topics such as customer service skills, product knowledge, company policies and procedures, and regulatory compliance.
- Utilize a variety of training techniques, such as role-playing, case studies, and simulations, to engage participants and reinforce learning objectives.
- Identify current and future training needs, train newly recruited employees, refresher training on product knowledge and expected service level standards.
- Administer monthly tests to all call center agents to assess their product knowledge and skill levels. These tests are designed to evaluate agents' understanding of company products, services, and procedures, as well as their ability to apply customer service techniques effectively.
- Conduct call monitoring and evaluation activities, analyzing call center performance metrics, and identifying trends and patterns in agent behavior.
- Work closely with the quality assurance team to review evaluation criteria, calibration processes, and scoring methodologies to ensure consistency and fairness in quality assessments.
- Maintain accurate and detailed records and reports of training activities and effectiveness, feedback sessions, coaching interactions, and performance improvement plans, ensuring confidentiality.
Customer Service Team Lead
Betika Tanzania
04.2021 - 12.2021
- Preparation of daily, weekly and monthly performance reports
- Conducting calls calibrations, coaching sessions, sales calls scripts preparation, roasters and database distribution to sales team
- Educated staff on strategies for handling difficult customers and challenging situations.
- Trained team members in successful strategies to meet operational and sales targets along with upselling techniques.
- Managed high-performing customer service team, consistently exceeding company performance benchmarks.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Implemented feedback tracking system to identify areas of improvement and adjust team strategies accordingly.
- Conducted regular staff meetings to discuss customer service issues and potential solutions, review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Coordinated shift schedules efficiently to ensure adequate coverage during peak hours without compromising service quality.
- Enhanced team productivity by providing ongoing training and coaching to Customer Service Representatives.
- Reduced average handle time through effective communication training and improved knowledge of products/services offered.
Customer Satisfaction Team Led
Betika Tanzania
01.2021 - 04.2021
- Managed customer relations on ongoing basis to maximize customer retention.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Liaised between customers and organization with particular focus on working with sales department.
- Enhanced company reputation for excellent service through diligent monitoring of customer interactions and swift resolution of issues.
- Conducting survey by making calls to customers and identify gaps and gather customer feedback concerning services provided (Satisfaction rate)
- Preparation of daily, weekly and monthly reports
Customer Service Representative
Betika Tanzania
02.2020 - 12.2020
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online bets, improving overall user experience.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Land Title Registration - Intern
Ministry Of Lands, Housing And Human Settlements
04.2017 - 09.2018
- Increased accuracy in participant records by diligently reviewing and updating database entries as needed.
- Enhanced attendee satisfaction by providing timely and accurate information during the registration process.
- Provide Legal Opinions, drafting legal documents, conducting legal search and checking of the documents before approval of official search
- Checking documents before approval of registration of Transactions under Land Registration Act under CAP 334 example; Transfer of right of occupancy, Renewal, surrender, Revocation.
- Checking of the documents before approval of registration of the Certificate of Title
Legal Officer
Lloyd Advocates
03.2015 - 11.2016
- Provided legal support in the development and execution of strategic partnerships, joint ventures, and other collaborative arrangements.
- Filed electronic and paper form court documents at both state and federal levels.
- Conducted comprehensive research to support legal proceedings, formulate defenses and initiate legal action.
- Gathered and analyzed research data such as statutes, decisions and legal articles, codes and documents.
- Draft Legal Letters, legal opinions, legal documents and attend court sessions
Receptionist Intern
Ministry Of East African Cooperation
06.2014 - 11.2014
- Streamlined office operations by maintaining organized filing systems and managing incoming and outgoing mail.
- Increased client retention through attentive listening, addressing concerns promptly, and offering solutions when applicable.
- Handled sensitive information discreetly by adhering to strict confidentiality guidelines, ensuring client trust.
- Developed and maintained current spreadsheets for tracking and analysis of office data.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Corresponded with clients through email, telephone, or postal mail.
Education
Bachelor of Laws - Law
Tumaini Makumira University
Arusha, Tanzania 04.2001 -
Advanced Certificate of Secondary Education -
Morogoro Secondary School
Morogoro, Tanzania 04.2001 -
Certificate in Information Technology -
Strathmore University
Nairobi, Kenya 04.2001 -
Certificate of Secondary Education -
Narumu Secondary School
Kilimanjaro, Tanzania 04.2001 -
Skills
Referees
1. Juma A. Leghela
Assistant Registrar of Titles,
Ministry of Lands, Housing and Human Settlements Development,
P.O. Box 1191, Dar Es Salaam.
Email Address: mainoro@ymail.com
Mobile Number:+255717674070
+255754686190
2. Trofmo Omega Tarimo
Advocate,
Lloyd Advocates,
P.O. Box 76722,
Dar Es Salaam.
Email Address: ttarimo91@gmail.com
Mobile Number: +255735905709
+255718905709
3. Joseph W. Salula
Administrative Officer
Ministry of East African Cooperation,
P.O. Box 9280,
Dar Es Salaam.
Email Address: jozeehdesalula@gmail.com
Mobile Number: +255752046701
4. Zawadi Gabriel
Customer service head of department
Paladin and associates company – Betika
Email Address: zawadi.gabriel@betika.com
Mobile Number: +255744484784
Timeline
Quality Trainer
Betika Tanzania
01.2022 - Current
Customer Service Team Lead
Betika Tanzania
04.2021 - 12.2021
Customer Satisfaction Team Led
Betika Tanzania
01.2021 - 04.2021
Customer Service Representative
Betika Tanzania
02.2020 - 12.2020
Land Title Registration - Intern
Ministry Of Lands, Housing And Human Settlements
04.2017 - 09.2018
Legal Officer
Lloyd Advocates
03.2015 - 11.2016
Receptionist Intern
Ministry Of East African Cooperation
06.2014 - 11.2014
Bachelor of Laws - Law
Tumaini Makumira University
04.2001 -
Advanced Certificate of Secondary Education -
Morogoro Secondary School
04.2001 -
Certificate in Information Technology -
Strathmore University
04.2001 -
Certificate of Secondary Education -
Narumu Secondary School
04.2001 -
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