Benson Magehema
Dar es salaam
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
17
17
years of professional experience
Work History
Head of Operations
Multichoice Tanzania Limited
05.2019 - Current
- Collaborated with executive leadership on strategic planning initiatives to drive business growth.
- Reduced operational costs through effective budget management and cost-saving strategies.
- Streamlined operational processes by identifying inefficiencies and implementing best practices.
- Implemented data-driven decision-making processes, leveraging analytics to optimize operations.
- Improved overall productivity with the introduction of innovative process improvement initiatives.
- Ensured compliance with industry regulations and company policies, mitigating potential risks.
- Spearheaded continuous improvement projects, resulting in enhanced business performance.
- Automated manual processes using technology solutions, increasing accuracy and efficiency within operations.
- Facilitated change management efforts, guiding teams through periods of transition and growth.
- Managed crisis situations effectively by developing response plans in advance.
- Oversaw supply chain management, ensuring timely delivery of products and services to customers.
- Implemented risk assessment procedures to minimize potential disruptions across all areas of operation.
- Managed vendor relationships, negotiating contracts for maximum value and efficiency.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
Manager: Products Experience and Projects
Vodacom Tanzania PLC
04.2017 - 04.2019
- Planned, created, tested and deployed system life cycle methodology to produce high quality products and systems to meet and exceed customer expectations.
- Support Customer Service operations through implementation of support systems and tools for agents and shop staff
- Drive customer experience life cycle for all projects to ensure timely delivery with remarkable customer experience
- Test, validate and approve all call centre systems and support tools
- Ensuring customer experience framework is embraced in every product development life cycle for unmatched customer experience for every product launched
- Review customer experience framework and customer journey for all products, systems and services
- Ensure quality delivery of products and services by interacting with cross functional teams across company
- Established data experience centre as experiential area for all new data related products to staff
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
Market Testing Manager: M-Pesa G2 Project
Vodacom Tanzania PLC
09.2015 - 06.2016
- Prepared and executed end to end M-Pesa G2 Test Strategy
- Managed Huawei Test Manager, Vodafone Test Manager, IBM test manager and other core teams to support M-Pesa G2 testing objectives deliveries
- Prepared testing plan and detailed daily testing progressive UAT and UAT Exit report
- Developed and reviewed programme test cases
- Reviewed and validated adherence of User Acceptance Testing (UAT) Entry and Exit Criteria for the programme
- Identified and mobilized testing resources i.e HPQC
- Ensured all testers have familiarized enough with M-Pesa G2 product knowledge and Business/Operational Scenarios
- Managed a team of 50 local and foreign User Acceptance Testing (UAT) testers and ensure smooth, accurate, complete and timely test cases execution
- Ensured timely defects resolution and retest through daily defects triage meeting
- Validated and documented Overall Cycle Test Results.
Manager: Products Experience
Vodacom Tanzania PLC
04.2012 - 09.2015
- Participated in new systems implementation, testing and administration for call centre and support tools
- Ensured appropriate Product & System toolkits scripting & procedures are in place to support customer service representatives in delivering an exceptional customer service through systems in place and their functionality
- Ensure quality delivery of products and services by interacting with cross functional teams across the company
- Driving quality data products support across the company through data experience centre initiative
- Managed and administered Interactive Voice Response (IVR) system
- Ensured quality and positive Customer experience for all Vodacom products and services through effective User acceptance testing (UAT)
- Participated in the NPD (new product development) process as internal customer representing external customers
Administrator and Senior Systems Administrator: HLR
Vodacom Tanzania PLC
02.2010 - 03.2012
- Ensured continuous Service with high availability and minimum disruption
- Always maintained systems availability at 99.999% through well-established redundancy mechanism
- Ensuring all reports are available online and shared to management and other stakeholders on time with 100% content accuracy for correct decision making
- Cooperate with suppliers and other stakeholders in delivering projects aiming at improving systems performance and availability as per the predetermined requirement and scope
Test lab technician
Vodacom Tanzania Limited
04.2008 - 02.2010
- Tested all Vodacom products and services before, during and after launch to ensure quality is 100% adherence as per product description documents.
- Focus on customer experience in every product/service tested and share positive recommendations for improvement
- Prepared and executed test plans as per set methodologies and Service level agreement
- Prepared IVR scripts and tag messages for new and existing products and services.
- Maintained documentation of all tests performed as per testing SOP.
- Monitored testing procedures to meet criteria and maintain quality control.
Call Center Agent
Vodacom Tanzania Limited
10.2007 - 03.2008
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Boosted client retention rates by providing exceptional customer service and building rapport with callers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
- Offered technical assistance for customers experiencing difficulties with online processes or software applications related to company products or services.
Education
Bachelor of Science - Computer Science
University of Dar Es Salaam
Dar Es Salaam05.2007
Skills
- Operational Excellence
- Business Analysis
- Teamwork and Collaboration
- Decision-Making
- Performance Improvements
- Customer Service
- Customer Service Management
- Process Improvements
Accomplishments
- Successful execution of Regionalization project in 08/2021 that led to a spike in customers acquisition numbers.
- Ensured smooth Multichoice Tanzania business operations by reviewing business SOP’s and enforce its adherence.
- Optimize business costs by ensuring adherence to procurement process and transparency in sourcing suppliers.
- Championed customer service transformation programme (Flight Program) for Vodacom Tanzania which resulted into shift in customer service performance KPI by more than 10%. The KPI was moving by only 1% in the past 3 years – 03/2018
- Led creation of a working Go to Market (GTM) process for new Vodacom products and services to ensure inclusion of Customer Experience framework to product development lifecycle for guaranteed customer experience excellence – 05/2017
- Led worldwide testing team to a successfully launch of a second generation of a world class mobile money platform (M-Pesa G2) one month ahead of the plan – 06/2016
- Championed an idea of launching a data experience centre, an experience centre for customer service staff to experience new technology on data products in ensuring unmatched customer service to customers with data related queries - 05/2015
- Led testing team which successfully launched M-Pawa a paperless banking service offered to M-Pesa registered customers through their mobile phones in partnership with CBA – 05/2014
- Led testing team which successfully launched a new call centre system, Collab system – 02/2014
Languages
English
Kiswahili
Professionaltrainingandskills
- Leadership Essentials Training, White Sand Hotel DSM, 10/29/2017, 10/30/2017
- Integrated Project Management Skills, UDSM, Dar es Salaam, 11/22/2016, 11/25/2016
- Customer Experience Excellence, Midrand, Johannesburg, SA, 06/12/2016, 06/16/2016
- Executive Coaching for Performance Management, VTL, Dar es Salaam, 08/01/2014
- Striving for Excellence, VTL, Dar es Salaam, 07/03/2014
- Code of Conduct, Anti-Bribery & Corruption, VTL, Dar es Salaam, 07/22/2014
- Diversity and Inclusion Awareness, VTL, Dar es Salaam, 09/18/2014
- Business Etiquette, VTL, Dar es Salaam, 02/26/2014
- HR for the Non-HR Managers, VTL, Dar es Salaam, 08/14/2013, 08/16/2013
- Becoming a Manager, Virtual Learning Centre- VTL, 05/18/2010, 05/21/2010
- Creative problem solving and decision-making training, DICC, Dar es Salaam, 08/24/2009, 08/25/2009
- Advanced Effective communication Skills Training, British Council, Dar es Salaam, 07/01/2009, 07/06/2009
- Cognos system training, VTL, Dar es Salaam, 08/11/2008, 08/15/2008
- Avaya system training, VTL, Dar es Salaam, 07/14/2008, 07/18/2008
- Customer Service skills training, VTL, Dar es Salaam, 09/27/2007, 09/25/2007
References
- Ms. Tike Mwakitwange, Head of Human Resources, Multichoice Tanzania Limited, P.O. Box 2929, Dar es salaam, Tanzania, +255 754710461, tike.mwakitwange@multichoice.co.tz
- Ms. Brigita Stephen, Head of M-Pesa: Sales and Distribution, Vodacom Tanzania PLC, P.o.box 2369, Dar es Salaam, Tanzania, +255 754 711 163, bstephen@vodacom.co.tz
- Mrs. Belinda Wera, HOD: Customer Experience, Vodacom Tanzania PLC, P.O Box 2369, Dar es Salaam, Tanzania, +255 754 712 843, werab@vodacom.co.tz
Timeline
Head of Operations
Multichoice Tanzania Limited
05.2019 - Current
Manager: Products Experience and Projects
Vodacom Tanzania PLC
04.2017 - 04.2019
Market Testing Manager: M-Pesa G2 Project
Vodacom Tanzania PLC
09.2015 - 06.2016
Manager: Products Experience
Vodacom Tanzania PLC
04.2012 - 09.2015
Administrator and Senior Systems Administrator: HLR
Vodacom Tanzania PLC
02.2010 - 03.2012
Test lab technician
Vodacom Tanzania Limited
04.2008 - 02.2010
Call Center Agent
Vodacom Tanzania Limited
10.2007 - 03.2008
Bachelor of Science - Computer Science
University of Dar Es Salaam
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