Victoria Bernastus Nenze
Dar es Salaam,02
Summary
Adaptable Business Support Officer with over a decade of providing operational oversight and enhancements to companies. Tireless in seeking untapped opportunities to optimize business processes. Adept at both micro and macro management techniques for aligning business resources with commercial goals.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Business Support Officer; Customer Experience
NMB Bank PLC
03.2019 - Current
- Led and supported contact center team in daily operations, achieving a 98% TAT (Turnaround Time) for all queries.
- Resolved complex customer inquiries and escalated issues, ensuring a 95% resolution satisfaction rating.
- Increased customer satisfaction (NPS) by 60% through exceptional service and proactive problem-solving.
- Collaborated with internal stakeholders to identify and implement service improvements.
- Mentored and coached team members, fostering a positive and productive work environment.
Contact Center Agent; Alternative Channels
NMB Bank PLC
06.2016 - 02.2019
- Meets the customer needs by providing appropriate answers and services
- To obtain and verify information by phone, using professional and courteous phone techniques
- Handle customer inquiries and other administrative customer-oriented processes as requested
- Ensure compliance with banking and standards, regulations, controls, and procedures of bank
- Ensure proper follow up and fulfill promises made to our customers
- Deliver world class customer service and handle all customer inquiries with the provision of prompt, accurate and courteous service
- Conduct follow-up activities arising from customers' call
- Ensure requests or investigations are completed appropriately and communicated out to other channels/ departments within the same day
- Follow-up and fulfill commitment made to customers
- Handle customer queries regarding NMB products and services
- Handle and process administrative accounts, bank accounts, customer inquiries, and other administrative client-oriented processes as requested
- Track and document customer contacts.
- Improved customer satisfaction by efficiently addressing and resolving inquiries, complaints, and concerns.
- Enhanced team performance by offering support and sharing knowledge with colleagues in a collaborative environment.
- Maintained high call quality standards by adhering to company policies and procedures for each interaction.
- Contributed to increased sales revenue by upselling products and services when appropriate during customer interactions.
Bank Officer (worked as Bank Teller and Customer service officer)
NMB Bank PLC
04.2011 - 05.2016
- Performed bank teller's duties i.e., Cash transactions (Cash Withdraw, Cash Deposit and cheque payments) to customers
- Cross selling of all bank products to customers as guided by company campaigns available at the required time
- Issuing cheque books to customers whose cheques are available, receiving cheque book requests from existing customers and request for new ones in a stem
- Checkup/ calling slips of all teller's daily transaction
- Daily Slips and cheques reconciliation
- Performed all customer service duties (Issuing customer ATM cards, handling customer queries who visit bank's front desk i.e
- Balance issuing, statement issuing
- Daily, weekly, and monthly according to customer's needs)
- Extracting and Compilation of daily, weekly, and monthly branch reports of all departments
- Opening customer's accounts i.e
- Personal accounts, business accounts
- Whistle blowing any kind fraud and forgery and properly report to the right channel for right procedures to be followed.
- Enhanced customer satisfaction by efficiently handling inquiries and providing accurate information on banking products.
- Streamlined operations for improved efficiency by implementing new banking procedures and policies.
- Managed risk effectively with thorough loan assessments, ensuring the bank''s financial stability.
- Developed strong relationships with clients, resulting in increased business and referrals.
- Contributed to branch growth by identifying cross-selling opportunities and promoting suitable products to customers.
- Mentored junior staff members, improving their skillset and overall productivity within the team.
- Collaborated with various departments to ensure smooth transactions for high-value clients, strengthening client trust in the institution.
- Resolved complex account issues promptly, maintaining high levels of customer satisfaction and loyalty.
- Assisted in developing marketing strategies for new product launches, leading to successful implementation and increased revenue streams.
- Conducted regular audits of branch activities to ensure compliance with regulatory requirements and internal policies.
- Optimized workflow processes by introducing innovative technological solutions, increasing operational efficiency across the board.
- Supported bank management with insightful data analysis, facilitating informed decision-making on key strategic initiatives.
- Oversaw daily cash management functions, ensuring accuracy and security in all transactions conducted at the branch level.
- Fostered a positive work environment among team members through effective communication and collaboration practices.
- Implemented continuous improvement initiatives that resulted in streamlined workflows, increased process efficiency, and reduced error rates.
- Actively participated in community events as a representative of the bank, enhancing brand visibility while fostering strong local relationships.
Education
MBA - Corporate Management -
Mzumbe University Dare es salaam
BBA - Human Resources Management -
St John's University-Dodoma, Tanzania
Skills
- Customer Service Excellence
- Product Development
- Leadership and Team Management
- Analytical Thinking
- Communication Skills
- Sales Performance
- Continuous Learning and Adaptability
Certification
Proficiency Examination for Human Resource Officers (TPSC -Certificate) January 2016
Accomplishments
- Ensure 60% NPS (Net Promoter Score) by providing support to both branches and other units of NMB Head Office via 2085
- Enhance and transform customer experience to TAT of 98% for all Queries Logged and escalated tickets.
- Ensure Resolution Hygiene for branches tickets is adhered (Quality) of 95%
- Ensure FCR of 95% For all Queries Reported to Business Support
- Sales – participated in sales league and assist my team became First runner up at Head Office sales league as Support Champions – Contact centre team
- Negotiated with customers while building and maintaining long-lasting relationships Dodoma and Morogoro Road Branches.
- Provided outstanding support to managers, and co-workers.
Personal Information
- Date of Birth: 05/12/87
- Nationality: Tanzanian
- Marital Status: Married
References
- Benson Moshi, Team leader; Client Service Analyst, NMB Bank Plc, Ohio Street, Dar Es Salaam, 0767-145-944, benson.moshi@nmbbank.co.tz
- Elizabeth Mhina, Manager Customer Experience Department, NMB Head office, Ohio Street, Dar Es Salaam, 068947840, Elizabeth.mhina@nmbbank.co.tz
- Gibson Mawalla, Revenue Accountant, Ministry of Finance, P. O. BOX 1385, Dodoma, Dodoma Region, 0713-424937, 0758-0050185, gibsonmawalla@yahoo.com
Training
- COP Bancassurance
- Computer: Microsoft Office Programs (Word, Excel, PowerPoint) and internet
- Business Communication Strategies
- Customer Service Certification Course
- Customer Service Training: Managing Customer Service
- Driving skills (Holding a driving license since 2012)
- Anti-Money Laundering Course, NMB Bank PLC, E-Learning, April 2021
- Business Continuity Management Course, NMB Bank PLC, E-Learning, February 2021
- Anti-Money Laundering Course, NMB Bank PLC, E-Learning, June 2020
- Anti-Money Laundering Course, NMB Bank PLC, E-Learning, 2018/2019
- Anti-Money Laundering Course, NMB Bank PLC, E-Learning, December 2017
Professional Trainings
- COP Bancassurance
- Computer: Microsoft Office Programs (Word, Excel, PowerPoint) and internet
- Business Communication Strategies
- Customer Service Certification Course
- Customer Service Training: Managing Customer Service
- Driving skills (Holding a driving license since 2012)
- Anti-Money Laundering Course, NMB Bank PLC, E-Learning, April 2021
- Business Continuity Management Course, NMB Bank PLC, E-Learning, February 2021
- Anti-Money Laundering Course, NMB Bank PLC, E-Learning, June 2020
- Anti-Money Laundering Course, NMB Bank PLC, E-Learning, 2018/2019
- Anti-Money Laundering Course, NMB Bank PLC, E-Learning, December 2017
- Proficiency Examination for Human Resource Officers (TPSC -Certificate) January 2016
Timeline
Business Support Officer; Customer Experience
NMB Bank PLC
03.2019 - Current
Contact Center Agent; Alternative Channels
NMB Bank PLC
06.2016 - 02.2019
Bank Officer (worked as Bank Teller and Customer service officer)
NMB Bank PLC
04.2011 - 05.2016
MBA - Corporate Management -
Mzumbe University Dare es salaam
BBA - Human Resources Management -
St John's University-Dodoma, Tanzania
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