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
communicate fluently in English
Microsoft Office
work under less supervision
high flexibility
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