Mariam Ashery
Dar Es Salaam
Summary
To obtain a position in your organization where I can utilize my education and personal ability, constant ascertaining fresh skill and experience within a growing challenging and dynamic environment to develop a professional attitude in the long run so as to establish a valuable resource in your organization.
Qualified [Desired Position] with proven track record of leading high-performing teams and driving strategic initiatives. Successfully managed large-scale projects and implemented innovative solutions to improve operational efficiency. Demonstrated expertise in financial oversight and stakeholder engagement.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Successful Executive with over 5 years of demonstrated ability in delivering mission-critical results. Offering outstanding communication and cross-cultural team management skills. Entrepreneurial attitude for optimal profitability. Ambitious team leader adept at creating strategic alliances with organizational leaders and effectively aligning with and supporting key business initiatives.
Overview
9
9
years of professional experience
Work History
business desk executive
MULTICHOICE TANZANIA
10.2019 - Current
- Using MAL’s internal CRM system, manage technical and Service Support escalations from all service touch points (Branch, Call Centre, Social Media, Agencies, Field service, Anti-piracy team, Service Desk etc.)
- Activating or deactivating customers’ satellite service upon request
- Carry out hardware, channel and system testing for new implementations and technologies
- A report on findings to be generated and shared with all stake holders at the end of the test period
- Prioritizing and handling escalations received from different customer touch points
- Carrying out daily system health checks and sharing a report on the same
- Maintaining financial accounts by processing customer adjustments and providing billing information
- Escalate to corporate all service related issues that require third level support (Products, services, programs and information which the individual must provide to external individuals or groups, or one another to accomplish the organization’s mission and strategy)
- Resolve escalated customer queries and complaints and provide feedback to customers and matters resolved
- Escalate issues to relevant departments and follow up to resolution
- Tracking of escalations to other departments and third level to ensure issue resolution within stipulated TATs
- Enforcement of the escalations and call back process for better customer experience
- Knowledge of Clarity and core Clarity pillars – ICC, SAP & CRM
- Preparing offer files especial ICARUS offer on weekends and provisioning offer to all other campaigns
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Reviewed employee concerns and new opportunities to drive business strategies.
- Mentored junior staff members for accelerated career growth, developing future leaders within the organization.
CUSTOMER CARE REPRESENTATIVE AS PART OF CSAT PROJECT
Multichoice TANZANIA
07.2019 - 10.2019
- Conducting survey on seven customer journeys from join to deepen
CUSTOMER CARE REPRESENTATIVE
Multichoice TANZANIA
06.2018 - 07.2019
- Front Office Agent: receiving inbound calls and resolving customer issues
- Escalate to second line support all issues that failed to be resolved on first call resolution
CUSTOMER SERVICE AND BANK OFFICER
DCB BANK PLC
07.2016 - 09.2016
- Promoted and sustained dynamic leadership by maintaining positive relationships with customers and supporting the goals and mission of PLC bank
- Oversaw activities regarding opening of clients’ bank accounts and filing for receiving clients’ inquiries
- Worked closely with new clients to advise them on key issues regarding opening new bank accounts and filing for loans
- Mastered basic banking operation skills through active involvement in clients’ cases and positive interaction with other bank officers and managers
- To record all inward and outward loans application forms
- Dispatch loan application forms to employers for guarantees
- To ensure that all conditions are fulfilled before loan disbursement
Education
BACHELOR OF ARTS - ECONOMICS AND STATISTICS
UNIVERSITY OF DAR ES SALAAM
06.2017
ADVANCED LEVEL EDUCATION - Economics, Geography, Advanced Mathematics and General Studies
ZANAKI SECONDARY SCHOOL
06.2014
ordinary level EDUCATION - Mathematics, Social Sciences, Physics, Chemistry, Biology and Humanities
CANOSSA SECONDARY SCHOOL
10.2011
Skills
- Microsoft Office
- Fast learner
- Hard worker
- Punctual
- Able to work under pressure
- Meet deadlines
- Self-respect
- Respect to others
- High level of discipline
Languages
Fluent English and Swahili (written and spoken)
References
- Mr. Davis Mihyo, Head of Customer Experience & Care, Multichoice Tanzania, Dar Es Salaam, Tanzania, 0655 777 061, Davis.Mihyo@multichoice.co.tz
- Mr. Lawrance Luanda, Contact Center Operations Manager of Cx & Care, Erolink Limited, +255715670887, lawrence.luanda@multichoice.co.tz
- Miss. Jenipher Makungu, Call Center Team Leader, M-KOPA Solar, 255753742857, P.O.BOX 9190, Dar Es Salaam, Tanzania, jenniphermakungu@gmial.com
Hobbies and Interests
- Books reading
- Travelling
- Listening music
Personal Information
- Date of Birth: 08/17/93
- Nationality: Tanzanian
- Marital Status: Single
Timeline
business desk executive
MULTICHOICE TANZANIA
10.2019 - Current
CUSTOMER CARE REPRESENTATIVE AS PART OF CSAT PROJECT
Multichoice TANZANIA
07.2019 - 10.2019
CUSTOMER CARE REPRESENTATIVE
Multichoice TANZANIA
06.2018 - 07.2019
CUSTOMER SERVICE AND BANK OFFICER
DCB BANK PLC
07.2016 - 09.2016
ADVANCED LEVEL EDUCATION - Economics, Geography, Advanced Mathematics and General Studies
ZANAKI SECONDARY SCHOOL
ordinary level EDUCATION - Mathematics, Social Sciences, Physics, Chemistry, Biology and Humanities
CANOSSA SECONDARY SCHOOL
BACHELOR OF ARTS - ECONOMICS AND STATISTICS
UNIVERSITY OF DAR ES SALAAM
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