Veronica Petra Mhina
Dar Es Salaam
Summary
Dynamic customer service and hospitality professional with over 15 years of experience spanning telecommunications, hospitality, and entrepreneurship. Expertise includes managing customer interactions, service activations, and front-office operations while excelling in social media moderation. Known for exceptional performance in problem resolution and fostering long-term customer relationships. Demonstrates adaptability in overcoming challenges and delivering high-quality customer experiences through effective business management.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Independent Business Owner
Self-Employed
Dar Es Salaam
04.2021 - Current
- Developed and launched homemade products catering to local customer needs.
- Managed customer inquiries, orders, and personalized product recommendations.
- Maintained customer relationships by providing quality products and excellent service.
- Led marketing efforts through social media engagement and direct customer outreach.
Corporate Customer Service Agent
Airtel Tanzania (ISON PBO)
Dar Es Salaam
01.2021 - 04.2021
- Managed customer queries, complaints, and contract renewals.
- Handled activations for toll-free numbers, landlines, and postpaid/hybrid services.
- Resolved SIM replacements, modifications, and roaming activations.
Social Media Moderator
Airtel Tanzania (ISON PBO)
Dar Es Salaam
01.2014 - 12.2020
- Managed customer service inquiries on social media platforms in a timely manner.
- Conducted daily reviews of customer issues to identify recurring problems and develop permanent solutions.
- Escalated complex issues to correct internal personnel for prompt resolution.
Customer Care Operations Agent
Airtel Tanzania (ISON PBO)
Dar Es Salaam
01.2011 - 12.2013
- Maintained accurate records of all customer interactions within the operations database.
- Drafted reports on customer service trends and performance.
- Monitored customer satisfaction surveys and provided feedback to management team.
Call Center Agent
Airtel Tanzania (ISON PBO)
Dar Es Salaam
01.2008 - 12.2010
- Monitored incoming calls to ensure they were routed correctly according to established protocols.
- Provided technical support and assisted customers with account management.
Guest Service Center & Telephone Operator
Sheraton Jumeirah Beach Resort & Towers
Dubai
01.2006 - 12.2006
- Streamlined daily operations, including check-in and check-out processes, to increase efficiency, and satisfaction.
- Assisted in resolving customer complaints in a courteous and professional manner.
- Performed check-in, check-out procedures for arriving, departing guests according to established standards.
Telephone Operator – Front Office Department
Sheraton Jumeirah Beach Resort & Towers
Dubai
04.2005 - 01.2006
- Handled VIP guest communications and external calls.
- Maintained accurate records of all incoming and outgoing correspondence.
- Managed in-house music, fax machines, and email responses.
Cross-Training in Guest Services & Sales
Sheraton Jumeirah Beach Resort & Towers
Dubai
01.2004 - 12.2004
- Trained in Guest Service Department as a Telephone Operator and Guest Service Agent.
- Worked in Reservations & Sales to manage hotel bookings and guest inquiries.
Housekeeping Room Attendant
Sheraton Jumeirah Beach Resort & Towers
Dubai
01.2003 - 12.2004
- Maintained high standards of cleanliness and guest satisfaction in hotel rooms.
- Reported any maintenance issues or damage found in the guest rooms to supervisor.
Waitress & Restaurant Service
Royal Palm Hotel
Dar Es Salaam
01.2002 - 12.2002
- Served guests in restaurants, bars, banquets, and room service.
- Ensured excellent guest experiences through attentive service.
- Assisted other wait staff members in times of heavy customer traffic.
Education
GED -
University of Dar Es Salaam Computing Center
Tanzania 01-2002
GED -
East African College of Hotel Management
Dar Es Salaam 01-2001
Skills
- Customer Relationship Management
- Sales & Product Marketing
- Problem Resolution and Conflict Management
- Social media engagement
- Front Office and Telephone Operations
- Reservations and Guest Services
- Business Operations and Inventory Management
- Active Listening and Communication
Awards
- Mkali Outstanding Award – Airtel
- Certificate of Recognition for Outstanding Performance – Airtel
- Certificate of Merit in Hotel Management
- Certificate of Achievement – Be a Hero on the Telephone
- Starwood Preferred Guest Achievement Certificate
- Sheraton Cares for You Recognition
- Starwood Hospitality Star of the Month (03/01/06)
References
Available upon request.
Languages
Swahili
First Language
English
Upper Intermediate (B2)
B2
Accomplishments
- Mkali Outstanding Award – Airtel Tanzania Limited
- Certificate of Recognition for Outstanding Performance – Airtel Tanzania Limited
- Certificate of Merit in Hotel Management
- Certificate of Achievement – Be a Hero on the Telephone
Certification
- Sales & Marketing (Reservations) – Sheraton Jumeirah Resort & Towers (2004)
- Guest Service Department (Telephone Operator & Guest Service Agent) – Sheraton Jumeirah Resort & Towers (2004)
- LEAD Training Program – Team Up, Customer @ Heart, Energy at Work (ISON)
Timeline
Independent Business Owner
Self-Employed
04.2021 - Current
Corporate Customer Service Agent
Airtel Tanzania (ISON PBO)
01.2021 - 04.2021
Social Media Moderator
Airtel Tanzania (ISON PBO)
01.2014 - 12.2020
Customer Care Operations Agent
Airtel Tanzania (ISON PBO)
01.2011 - 12.2013
Call Center Agent
Airtel Tanzania (ISON PBO)
01.2008 - 12.2010
Guest Service Center & Telephone Operator
Sheraton Jumeirah Beach Resort & Towers
01.2006 - 12.2006
Telephone Operator – Front Office Department
Sheraton Jumeirah Beach Resort & Towers
04.2005 - 01.2006
Cross-Training in Guest Services & Sales
Sheraton Jumeirah Beach Resort & Towers
01.2004 - 12.2004
Housekeeping Room Attendant
Sheraton Jumeirah Beach Resort & Towers
01.2003 - 12.2004
Waitress & Restaurant Service
Royal Palm Hotel
01.2002 - 12.2002
GED -
University of Dar Es Salaam Computing Center
GED -
East African College of Hotel Management
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