Summary
Overview
Work History
Education
Skills
Certification
Projects Internship Volunteering
Timeline
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Winfrida Alberto Chengula

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
Winfrida Alberto Chengula