YOHANA W KEFA
Summary
Dedicated and results-driven banker with over four years of experience in the banking industry. Strong expertise in delivering exceptional customer service, building and managing client relationships, and providing sound financial advice. Skilled in branch operation, customer service, wealth management, and cross selling.
Exceptional analytical and problem-solving abilities with a commitment to delivering financial solutions that meet clients' unique needs. A team player with excellent communication and interpersonal skills, contributing to a positive and collaborative work environment. Seeking to leverage expertise in banking to drive growth and provide value to both clients and the institution.
Overview
4
4
years of professional experience
Work History
Branch Operation Officer
NMB Bank PLC
Dar Es Salaam, Tanzania
10.2021 - Current
- Provide excellent customer service, address inquiries, and offer information on bank products
- Ensure all branch activities adhere to banking regulations and internal policies
- Open, close, and update customer accounts and perform account reconciliation.
- Maintain accurate records of transactions, customer information, and branch documentation
- Identified potential opportunities for cross-selling products; implemented strategies to increase sales volume.
- Developed processes for efficient customer service delivery; ensured compliance with bank policies and regulations.
Customer Service Officer
Digital Gaming Solutions (Sokabet)
Dar Es Salaam, Tanzania
02.2021 - 10.2021
- Serves customers by providing product knowledge and attracts potential customers by answering product and service questions and suggesting information about other products and services
- Resolves product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
- Prepares product or service reports and recommends potential products or services to management by collecting customer information and analyzing customer needs
Direct Sales Agent
United Bank For Africa (UBA)
Dar Es Salaam, Tanzania
07.2020 - 01.2021
- Developing sales opportunities by researching and identifying potential customers by product presentation and preparing quotations
- Providing customer services and after sales services
- Documents and maintain all records of sales activities and provide updates as per requirement
Education
Masters Of Business Administration (MBA) -
UNIVERSITY OF DAR ES SALAAM
10-2025
Bachelor of Science (Bsc) - Economics Policy and Planning
MZUMBE UNIVERSITY
11-2019
Skills
- Fundamental Computer Proficiency
- MS Office Programs
- Branch Operations Management
- Sales professional
- Relationship building and management
- Customer Service
Accomplishments
- Since joining NMB Bank, I have significantly contributed to the bank's growth by bringing in over 700 new customers and facilitating deposits exceeding TZS 6 billion. Through a proactive approach to customer acquisition and relationship management, I have demonstrated my ability to drive results and expand the bank's customer base.
- In recognition of my commitment to providing exceptional customer service, I was awarded the Certificate for Customer Service Excellence in 2023 at Mlimani City Branch. This award highlights my focus on ensuring a positive customer experience, which has not only fostered customer loyalty but also strengthened the bank's reputation for service excellence.
References
- KINGSLEY CHILAMBO, BRANCH MANAGER-NMB BANK PLC, Kingsley.chilambo@nmbbank.co.tz, +255 769 951 005
- ELIZABETH MARISHAM, BRANCH MANAGER NMB BANK PLC, Elizabeth.marisham@nmbbank.co.tz, +255 767 888 854
- MAPENZI SEWANDO, OPERATION MANAGER DIGITAL GAMING SOLUTIONS (SOKABET AFRICA), DAR ES SALAAM, TANZANIA, +255712488854, +255758276098, sewando@sokabet.co.tz
- GODFREY KIAMA, BRANCH MANAGER -KARIAKOO BRANCH UNITED BANK FOR AFRICA (UBA TANZANIA), DAR ES SALAAM, TANZANIA, +255 785 275 613, godfrey.kiama@boatanzania.co.tz
Personal Information
- Place of Birth: SIMIYU
- Date of Birth: 10/04/96
- Nationality: TANZANIAN
- Marital Status: SINGLE
- Religion: CHRISTIAN
Languages
Swahili
First Language
English
Proficient (C2)
C2
Timeline
Branch Operation Officer
NMB Bank PLC
10.2021 - Current
Customer Service Officer
Digital Gaming Solutions (Sokabet)
02.2021 - 10.2021
Direct Sales Agent
United Bank For Africa (UBA)
07.2020 - 01.2021
Masters Of Business Administration (MBA) -
UNIVERSITY OF DAR ES SALAAM
Bachelor of Science (Bsc) - Economics Policy and Planning
MZUMBE UNIVERSITY
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