FAINESS JEREMIAH MKWEMBE
Liberty Street, MWANZA
Summary
I am a very dedicated administrative and customer service officer offering 16 years of experience and background in customer services, department/branch administration and Effective at independently planning and managing diverse business relationships. Proficient in time management with disciplined execution strategy. Demonstrated strong organizational skills, communication abilities and confidentiality.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Training and Self Improvement Executive
National Bank of Commerce Ltd- Women Network Forum
Dar Es Salaam
11.2023 - Current
- Conducting training needs analysis relating to women and prepare relevant materials or facilitators from in and out of the organization.
- In collaboration with other women leaders to identify and assess training and development needs.
- Make recommendation for new training programmes to align with organizational goals.
- Respond to queries and issues from women about training and self-improvement.
- Work with managers and colleagues to develop and design training materials that meet the needs of women.
- Facilitate women workshops and events.
- Encourage self-improvement to women in the organization.
- Work with Bank's learning management systems to upload online learning materials relating to women welfare and self-improvement.
Education Volunteer
Living Together Autistic Foundation
Mwanza
01.2021 - Current
- Plan and organise general awareness campaign on Autism to villagers, house to house and in person.
- Autism educator on organised events, villages, house to house and in personal families with autistic members.
- Provided support to doctors and health care officials during neurological assessment, development assessment and health check campaign for autistic children.
- coordinate and contribute on health insurance availability to autistic children from poor families.
Church Youth Program Facilitator
Tanzania Assemblies of God -Kirumba Valley Christian Centre
Mwanza
01.2021 - Current
- Assist in the development of youth program activities to promote learning and development.
- Facilitate group discussions, workshops, and training sessions with participants.
- Provide guidance and mentorship on a variety of topics including career exploration, self-esteem building, leadership skills, and communication techniques.
- Organize recreational activities such as field trips, sports events, and community service projects.
- Provide support for special events such as fundraisers or community outreach activities.
- Implement strategies aimed at reducing risk factors associated with youth behaviors.
- Engage in active listening while working one-on-one with individuals or small groups.
- Promote healthy lifestyles through education about nutrition, physical activity and wellness practices.
- Support the creation of safe spaces where young people can express themselves freely without fear of judgement or discrimination.
- Actively sought out ways to improve existing programs based on feedback from participants and stakeholders.
- Keep program on-track with well-coordinated activity schedules and parent communications.
- Develop individualized plans to help youth develop toward expected social, developmental and educational goals.
Corporate Services Officer
National Bank Of Commerce Limited
Mwanza
11.2011 - Current
- Handling and maintaining Relationship with corporate customers including corporations, government entities, multinational entities, to ensure Banks positive visibility in the region.
- Providing excellent customer services to corporate customers in the region and key government institutions
- Identifying areas of business improvement opportunities within the region and making appropriate recommendations to the head of corporate and business banking head office, head of Corporate Services, relationship team and Branch Manager
- Implements strategies designed to improve operational efficiency within corporate services department.
- Evaluate customer feedback surveys to identify areas of improvement in service delivery.
- Organize events such as conferences, workshops or seminars in the region set out by senior head office management, relationship team and Zonal Manager for the purpose of client engagement, marketing and products update.
- Responsible for Corporate Banking portfolio growth through sales, cross selling (onboarding and retention)
- Developed effective relationships with suppliers to ensure best possible prices were obtained for products or services required by the company.
- Ensured compliance with relevant controls, procedures and policies are adhered.
- Report any risk event in the course of day to day duties
Acting Branch Manager
National Bank of Commerce Limited
Mwanza
05.2023 - 06.2023
- Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
- Developed strategies to increase customer satisfaction and loyalty.
- Manage day to day sales for the Branch, mobilizing the team to make sure every one contributes to Branch daily performance as well as being fully involved with focus on assets, liabilities, Foreign exchange and alternative channels
- Manager Return on account opening, maintenance and payments daily
- Lead and make sure morning team session is held and the main discussion being deposit mobilization, assets, digital, Foreign exchange, new to bank onboarding, dormant activation and insists on Branch controls
- Monitored financial performance of the branch on a daily basis.
- Provided guidance and support to team members regarding problem resolution and customer service issues.
- Resolved escalated customer complaints in a timely manner.
- Established strong working relationships with external partners such as vendors and suppliers.
- Participated in community events to promote brand awareness.
- Identified opportunities for process improvement initiatives within the branch.
- Implemented internal control procedures to minimize risk exposure and maximize profitability.
Ag.Relationship Manager-Private Banking Department
National Bank of Commerce Limited
Mwanza
09.2019 - 12.2019
- Developed and maintained strong relationships with clients to ensure satisfaction and loyalty.
- Identified customer needs, developed customized solutions, and provided knowledgeable advice.
- Conducted regular client meetings to assess progress, discuss opportunities for growth, and address any concerns.
- Provided ongoing support throughout the sales cycle by responding promptly to inquiries, resolving issues, and following up on requests in a timely manner.
- Evaluated customer feedback to identify areas of improvement in products or services offered.
- Collaborated with internal teams to develop strategies that would increase customer engagement levels.
- Developed strategies to attract new customers while retaining existing ones.
- Assessed customer requirements on an ongoing basis in order to provide tailored solutions.
- Resolved escalated customer issues efficiently and effectively within established timelines.
Business Centre Customer Services Officer
National Bank of Commerce Limited
Mwanza Business Centre
11.2008 - 11.2011
- Answered customer inquiries over the phone and through email.
- Provided customers with product information and resolved their issues in a timely manner.
- Resolved customer complaints regarding services or products in a professional manner.
- Maintained an organized filing system for customer records and service requests.
- Implemented new processes to improve customer service efficiency.
- Ensured all customer service standards are met at all times.
- Attended training sessions regularly to stay updated on new products or services offered by the company.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Updated account information after customer calls and noted client concerns and issues.
Bank Clerk
National Bank of Commerce Limited
Mwanza
07.2007 - 11.2008
- Verified customer identification documents and entered data into the banking system.
- Provided excellent customer service to clients by responding to inquiries in a timely manner.
- Assisted customers with opening new accounts and completing account maintenance activities.
- Ensured compliance with banking regulations including Bank Secrecy Act requirements and highest standard of intergrity.
- Managed incoming calls from customers regarding account issues while providing solutions quickly.
- Generated monthly customer's bank statements, transaction trends, and potential fraud cases.
- Issued debit cards, checks, and other banking materials to customers upon request.
- Tracked changes in client information such as address or contact details.
- Maintained confidentiality of customer information at all times.
- Advised customers on various products offered by the bank such as savings plans, loans and investment.
Youth Advisory Volunteer
Youth Action Volunteers (YAV)
Dar Es Salaam
11.2006 - 06.2007
- Collected research data through surveys and leading focus groups.
- Maintained up-to-date records of research activities and results for future reference.
- Attended seminars and symposiums to improve overall knowledge and understanding on youth health challenges.
- Do house to house education on HIV/AIDS and consequences of childhood pregnancies in Segerea, Ilala District, Dar es salaam
Foreign Service Officer -Field Student
Ministry of Foreign Affairs and East African Cooperation
Dar Es Salaam
06.2005 - 10.2005
- Understanding of foreign policy, diplomacy and administration of foreign affairs.
- Assist the officers in preparation of introduction letter to foreign affairs officers who expect to travel in different countries for diplomatic activities.
- Assisting foreign affairs officers in report writing.
- Learning organization culture, vision and mission.
Education
Master of Arts - Sociology
St Augustine University of Tanzania
Mwanza, Tanzania11-2012
Bachelor of Arts - Political Science And Public Administration
University of Dar Es Salaam
Dar Es Salaam, Tanzania11-2006
Certificate of Advance Level Secondary Education - Advanced Secondary School Education
Loleza Girls High School
Mbeya, Tanzania05-2002
Certificate of secondary education - Ordinary Secondary School Education
Manow Lutheran Junior Seminary
Mbeya, Tanzania10-1999
Skills
- Workflow Planning
- Leadership skills
- Customer Relationship and retention
- Problem solving abilities
- Ability to work under pressure and prioritize work
- Ability to work in team, tolerance and patience
- Ability to adapt easily to different environment
- Easy learner and flexibility
- Customer Retention
- Community Engagement and Outreach
- Excellent communication Skills
- Risk, control and compliance knowledge
Affiliations
- Music and singing
- Community Outreach
- Reading books
- Youth mentorship
Certification
- Human Rights advocacy Certification
- Fraud awareness
- Anti money Laundering and compliance
- Road safety
- Leadership Training
- Complaint handling management
- World Class Customer services
Languages
Swahili
First Language
English
Advanced (C1)
C1
Accomplishments
- Autism awareness and support certificate
Timeline
Training and Self Improvement Executive
National Bank of Commerce Ltd- Women Network Forum
11.2023 - Current
Acting Branch Manager
National Bank of Commerce Limited
05.2023 - 06.2023
Education Volunteer
Living Together Autistic Foundation
01.2021 - Current
Church Youth Program Facilitator
Tanzania Assemblies of God -Kirumba Valley Christian Centre
01.2021 - Current
Ag.Relationship Manager-Private Banking Department
National Bank of Commerce Limited
09.2019 - 12.2019
Corporate Services Officer
National Bank Of Commerce Limited
11.2011 - Current
Business Centre Customer Services Officer
National Bank of Commerce Limited
11.2008 - 11.2011
Bank Clerk
National Bank of Commerce Limited
07.2007 - 11.2008
Youth Advisory Volunteer
Youth Action Volunteers (YAV)
11.2006 - 06.2007
Foreign Service Officer -Field Student
Ministry of Foreign Affairs and East African Cooperation
06.2005 - 10.2005
Master of Arts - Sociology
St Augustine University of Tanzania
Bachelor of Arts - Political Science And Public Administration
University of Dar Es Salaam
Certificate of Advance Level Secondary Education - Advanced Secondary School Education
Loleza Girls High School
Certificate of secondary education - Ordinary Secondary School Education
Manow Lutheran Junior Seminary
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