WIVINA RWECHUNGURA
Dar es salaam
Summary
A highly qualified candidate with both expertise experience, easy to copy with new environment and skills. Searching for a position that will enable me to use my skills and expand my talents towards the realization of my employer's objectives while allowing me to learn and grow within the organization.
Overview
2
2
Languages
14
14
years of post-secondary education
5
5
years of professional experience
Work History
Customer Service Supervisor
Petrol Station Oryx
Dar es salaam
01.2026 - Current
- Supervised daily operations, coordinated staff, ensured excellent customer service, monitored performance, resolved issues, and maintained compliance with company policies and procedures.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Resolved customer complaints effectively to maintain satisfaction levels.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Created staff schedules to ensure coverage during peak hours, enhancing customer service availability. to ensure adequate coverage during peak hours.
- Monitored service standards and provided actionable feedback to drive continuous improvement.
- Established rapport with customers, managers, and team members, fostering a positive work environment.
- Developed positive relationships with customers to encourage repeat visits.
- Handled all customer inquiries according to company standards and regulations.
Customer Service Agent
Celebi Aviation
Dar es salaam
09.2022 - 12.2025
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Resolved complaints efficiently, ensuring customer satisfaction and loyalty.
- Greeted customers and provided assistance in completing check-in procedures.
- Checked customer identification documents to ensure compliance with security protocols. documents and travel itineraries.
- Ensured all necessary documents were completed prior to boarding aircraft.
- Ensured all necessary documents were completed prior to boarding aircraft.
- Maintained accurate records of passenger check-ins and departures.
- Assisted passengers with mobility challenges by providing wheelchair transportation within the airport. for disabled passengers.
- Assisted travelers in navigating the airport complex to reach their destinations.
- Revised flight manifests to reflect real-time changes in passenger seating and numbers. with any changes in seating arrangements or passenger numbers.
- Communicated regularly with other departments at the airport to ensure smooth operations.
Customer Service Agent
Swissport
Dar es salaam
08.2021 - 08.2022
- Verified travel documents and provided flight information while resolving customer issues to ensure smooth, safe travel in compliance with airline policies and security procedures.
- Assisted passengers with check-in, boarding, baggage services, and travel inquiries to enhance overall travel experience.
- Managed daily airport operations
- Assisted customers with inquiries and issues regarding travel services.
- Provided timely information on airport services and facilities to travelers.
- Resolved complaints efficiently, ensuring customer satisfaction and loyalty.
- Resolved customer complaints quickly and efficiently.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Developed strategies for handling difficult customers effectively while maintaining professionalism.
- Collaborated with team members to streamline service operations during peak hours.
Education
Certificate - Hospitality And Event Management
National College of Tourism
Dar Es Salaam, Tanzania 10.2019 - 07.2021
O Level -
Mesac Secondary Schools
Dar Es Salaam , Tanzania 01.2014 - 11.2018
Primary -
Ubungo Kisiwan Primary School
Dar Es Salaam, Tanzania 01.2007 - 12.2013
Skills
- Conflict resolution
- Check-in procedures
- Operational efficiency
- Conflict resolution
- Effective communication
- Interpersonal skills
- Empathy
- Professionalism
- Professionalism
- Adaptability and flexibility
Accomplishments
- Consistently delivering excellent customer service, resolving customer issues efficiently, and helping maintain high customer satisfaction.
Languages
English, Full Professional
Languages
Swahili
First Language
English
Proficient
C2
Timeline
Customer Service Supervisor
Petrol Station Oryx
01.2026 - Current
Customer Service Agent
Celebi Aviation
09.2022 - 12.2025
Customer Service Agent
Swissport
08.2021 - 08.2022
Certificate - Hospitality And Event Management
National College of Tourism
10.2019 - 07.2021
O Level -
Mesac Secondary Schools
01.2014 - 11.2018
Primary -
Ubungo Kisiwan Primary School
01.2007 - 12.2013