Winfrida Alberto Chengula
Summary
I am a self-driven and highly motivated customer relations professional with over 8 years of experience in the gaming and online betting industry. My growth mindset and positive attitude empower me to achieve exceptional results while maintaining integrity. I possess strong expertise in customer service and media liaison, and I am dedicated to creating value and fostering meaningful relationships with clients and stakeholders. My goal is to enhance customer satisfaction and drive business success through effective communication and innovative problem-solving.
Overview
7
7
years of professional experience
14
14
years of post-secondary education
1
1
Certification
Work History
Contact Centre, Customer Experience Department
NMB Bank Head Office
Dar Es Salaam, Dar Es Salaam
06.2024 - Current
- Gather customer information by answering telephone calls and verifying details to ensure accurate records.
- Route calls to appropriate resources to enhance efficiency and customer satisfaction.
- Drive sales through effective selling and cross-selling of NMB products, while successfully upselling additional services during customer interactions.
- Assess customer eligibility by comparing their information against specific requirements, ensuring compliance and accuracy.
- Respond to incoming inquiries and manage complaints, troubleshooting significant customer service issues to provide timely and effective resolutions.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
Head of Customer Care
GWALA BET
01.2022 - 01.2023
- Company Overview: WHITEBALL COMPANY LTD
- Vetting withdraws transactions before approving them to customers’ mobile wallets
- Vetting missing deposit transactions before depositing the manually into customers’ betting wallets
- Settlement of unsettled bets
- Also observing any suspicious fraud related bets and bonuses
- Handling all late bets before customer reporting to customer care agents
- Supervising shifts and ensuring all clients are served accordingly and effectively as per company’s Service Level Agreement (SLA)
- Check KPIs and analyze the reports to evaluate team performance and share the results to management for performance appraisal
- Suggest continuous improvement ideas and assist in the implementation of new department efficiencies
- Manage Team productivity, purpose, policies and work rules to increase the quality of customer service
- Handling all complains escalated by support agents, either resolving those queries or escalating them to department concerned for further solution
- WHITEBALL COMPANY LTD
Marketing Manager
BONUS BET
01.2023 - 01.2024
- Company Overview: BONANZA GARMING TANZANIA
- To ensure calls reports and all inquiries are reported every Monday morning to the Directors
- Preparation of new campaigns and promotions of new products such as 'Twenzetu kwa Mkapa ki VIP' Bet Builder
- Reviewing weekly performance of my team and report during regular meetings
- Ensuring targets are communicated, monitored, and achieved
- To Review the new products competitors has introduced and what to do for us
- BONANZA GARMING TANZANIA
Customer Care
MKEKA BET
01.2018 - 01.2022
- Company Overview: RAINDIGITAL TZ
- Record and reporting all unsettled bets
- Resolve customer complaints regarding problems such as payout errors
- Manage large amounts of incoming calls
- Conferred with customers about concerns with products or services to resolve problems and drive sales
- Cross-trained and backed up other customer service managers
- Followed up with customers about resolved issues to maintain high standards of customer service
- RAINDIGITAL TZ
Education
Bachelor’s Degree - Business Administration
National Institute of Transport (NIT)
01.2014 - 01.2017
Advanced Certificate - Secondary Education Examination (ACSEE)
Sangu High School (HGE)
01.2012 - 01.2014
Certificate - Secondary Education Examination (CSEE)
Uwata Secondary School
01.2007 - 01.2010
Certificate - Primary Education
Uhuru Primary School
01.2000 - 01.2006
Skills
communicate fluently in Swahili
Certification
I, Winfrida Chengula, certify that to the best of my knowledge and belief, this CV correctly describes my qualifications, my experience, and me. I understand that any misstatement described herein may lead to my disqualification or dismissal, if engaged.
Projects Internship Volunteering
- Intern, Sales Executive, New Habari Ltd, Dar es Salaam, 2015
- Volunteering, Sales Executive, Blue Bird Bureau De Change, 2017-2018
- Intern, Marketing and Sales, Aviation and Tourism, Dar es Salaam, 2021
- Host, Kibanda Umiza Show, LokoMotions, 2021
Timeline
Contact Centre, Customer Experience Department
NMB Bank Head Office
06.2024 - Current
Marketing Manager
BONUS BET
01.2023 - 01.2024
Head of Customer Care
GWALA BET
01.2022 - 01.2023
Customer Care
MKEKA BET
01.2018 - 01.2022
Bachelor’s Degree - Business Administration
National Institute of Transport (NIT)
01.2014 - 01.2017
Advanced Certificate - Secondary Education Examination (ACSEE)
Sangu High School (HGE)
01.2012 - 01.2014
Certificate - Secondary Education Examination (CSEE)
Uwata Secondary School
01.2007 - 01.2010
Certificate - Primary Education
Uhuru Primary School
01.2000 - 01.2006
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