Yohana Misana
Dar es Salaam
Summary
Results-oriented leader in sales and service support, recognized for steering teams to exceed sales targets and improve customer experiences. Expertise in developing and implementing strategies that drive revenue while addressing customer needs effectively.
Overview
13
13
years of professional experience
Work History
Acting Team Leader Sales and Service Support
CRDB Bank PLC
01.2025 - Current
- Led team to achieve targeted sales goals for banking products, contributing to overall revenue growth.
- Developing and implementing effective sales strategies to drive revenue growth.
- Oversaw team of sales professionals, driving sales of banking products and enhancing customer satisfaction.
- Ensured high customer satisfaction by effectively resolving complaints and addressing client needs.
Dar Zone Champion - Innovation Challenge
CRDB Bank
01.2024 - Current
- Supported, coached, and trained Dar zone staff on innovation challenge and strategies for participation
- Sensitized, educated, and mobilized Dar zone staff to enhance participation in the innovation challenge
- Liaised with departments to provide reliable information that shaped participants' ideas.
- Participate in the forum and conferences that offer new insight in the innovation management process
Sales and Service Support Officer
CRDB Bank PLC
01.2023 - Current
- Promoted and sold bank products and services to customers both inside and outside the branch.
- Initiate interactive conversation with customer by ensuring proper selling of product and services by understanding customer needs and offer appropriate products and services to meet their expectations using available marketing material.
- Identified customer needs and recommended suitable products to enhance customer satisfaction.
- Handled daily banking inquiries from customers regarding range of products and services offered by bank.
- Responding to customer complaints in an open and positive way, having understand of the issue, appreciating customer for the feedback and stating clearly with timeline what will be the next action
- Executed marketing and sales initiatives through development of local marketing strategies.
- Participate in the preparation of annual budget of the Branch
OSHA Representative
CRDB
01.2022 - Current
- Trained workers on health and safety issues to promote a culture of safety and prevent incidents.
- Consulted with employer on safety and health matters to enhance compliance and improve workplace conditions.
- Maintained up-to-date workplace safety and health records and liaised with government and other bodies to ensure regulatory compliance.
- Ensure safe working environment for all staff.
- Represented team interests and reported on relevant issues during committee meetings.
Internship Sales and Service Support Officer
CRDB Bank PLC
01.2021 - 01.2023
- Initiate interactive conversation with customer by ensuring proper selling of product and services by understanding customer needs and offer appropriate products and services to meet their expectations using available marketing material.
- Listening to customer's needs, making them aware of the products may be suitable for them
- Carrying out marketing and sales by developing local marketing initiatives
- Addressed customer complaints positively, clarifying issues, appreciating feedback, and communicating next steps with a timeline.
- Handled daily banking inquiries from customers regarding bank products and services.
Sales and Operation Manager
TAM Rehoboth 4TM Company Ltd
01.2015 - 01.2021
- Assisted managers with performance evaluations by gathering employee feedback and data.
- Develop and implement annual sales plan and prepare monthly report, quarterly and annual report
- To plan and implement sales strategies to achieve sales target
- To issue and receive sales order and supervise salesmen to deliver the order to customers
- To plan and implement sales strategies to achieve sales target
- To issue and receive sales order and supervise salesmen to deliver the order to customers
- Assisted managers with performance evaluations by gathering employee feedback and data.
Human Officer
Tanzania Tooku Garment
01.2014 - 01.2015
- Coordinated recruitment process, ensuring compliance with established procedures
- Provide orientations for new employees by sharing onboarding packages and explaining company policies
- Developed training and development program for staff, enhancing employee skills and growth
- Prepared monthly payroll for staff, ensuring timely payment of salaries and benefits
Monitoring and Evaluation Officer
VI Agroforestry Project
01.2013 - 12.2013
- Implemented tools and techniques to enhance data quality and inform decision making
- Collect, report and analyze information on the Challenge TB country project activities;
- Compiled and prepared quarterly progress reports, annual project report, and ad-hoc technical reports to ensure accurate project documentation
- Delivered technical support in field to enhance monitoring and evaluation processes.
Education
Master of Business Administration - Corporate management
Mzumbe University
Dar es salaam Campus01-2020
Bachelor of art - Geography and Environmental Studies
University of Dar- Es-salaam
Dar Es Salaam - Tanzania01-2013
Skills
- Sales analytics
- Customer engagement
- Upselling techniques
- Proficiency in project management
- Data analysis
- Problem solving
- Complex Problem-solving
- Change management
- Performance management
- Strong leadership and communication skills
- Team leadership
- Team mentoring
- Relationship management
- Computer literacy
- Business solutions
- Problem-solving
Training Professional Certification And Workshop
- Certified Professional Banker, Tanzania Institute of Bankers, 01/01/23, 12/31/24
- ICDL (International Certificate of Digital Literacy), 01/01/24, 12/31/24
- Student Training for Entrepreneurial Promotion, Leuphana University of Luneburg in collaboration with University of Dar es Salaam Business School, 03/05/13, 05/23/13
- Project Planning and Management, University of Dar es Salaam Department of Geography, 01/13/13
Languages
Swahili
Native language
English
Advanced (C1)
C1
Timeline
Acting Team Leader Sales and Service Support
CRDB Bank PLC
01.2025 - Current
Dar Zone Champion - Innovation Challenge
CRDB Bank
01.2024 - Current
Sales and Service Support Officer
CRDB Bank PLC
01.2023 - Current
OSHA Representative
CRDB
01.2022 - Current
Internship Sales and Service Support Officer
CRDB Bank PLC
01.2021 - 01.2023
Sales and Operation Manager
TAM Rehoboth 4TM Company Ltd
01.2015 - 01.2021
Human Officer
Tanzania Tooku Garment
01.2014 - 01.2015
Monitoring and Evaluation Officer
VI Agroforestry Project
01.2013 - 12.2013
Master of Business Administration - Corporate management
Mzumbe University
Bachelor of art - Geography and Environmental Studies
University of Dar- Es-salaam