Summary
Overview
Work History
Education
Skills
Timeline
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Happy Daniel

Happy Daniel

Customer Experience Officer
Dar Es Salaam

Summary

Certified Customer Experience Specialist with a proven track record at United Bank for Africa, good at enhancing customer journeys through data driven insights and innovative practices. Skilled in communication and Microsoft Office, with experience leading CX improvement initiatives that significantly enhanced service delivery and customer satisfaction.

Overview

7
7
years of professional experience

Work History

Customer Experience Officer

United Bank For Africa, UBA
02.2022 - Current
  • Analyze customer feedback and data to pinpoint pain points and improve customer journeys.
  • Sharing high-impact issues and trends with management for support and swift resolution.
  • Optimize customer journeys through better processes, technology upgrades, and personalized communication.
  • Enforce service level agreements (SLAs) and promote a "Customer 1st" mindset across all operations.
  • Branch visitations and spot checks.
  • Manage internal feedback tools and customer satisfaction surveys.
  • Collaborate with teams across the bank to align with CX strategies.
  • with customer journey goals and standards.
  • ordinate with stakeholders to implement improvements and resolve issues.
  • Champion mystery shopping exercise to better improve Customer experience across all bank touchpoints.
  • Lead Customer Experience (CX) improvement projects and ensure compliance with Group CX standards.
  • Track performance and process efficiency through regular CX reporting.
  • Identify and implement innovative CX practices across the bank.
  • Conducted regular departmental surveys with across the bank, identifying areas for improvement.

Telemarketing Officer, Inbound

United Bank For Africa, UBA
02.2020 - 02.2022
  • Engage with customers in person, via phone, email, social media or website, and respond to their issues promptly.
  • Participate in training to stay up to date with customer service best practices and technical skills, ensuring accurate and professional support.
  • Staying calm under pressure, and adapt to change with a positive attitude.
  • Grow the customer base by promoting the bank’s products and services.
  • Accurately identify and categorize customer issues.
  • Use customer data to identify business opportunities and trends.
  • Share regular feedback on the effectiveness of customer service policies and procedures.
  • Keep customer records updated with any changes or new information.
  • Deliver personalized and professional customer service to every client.

Direct Sales Agent

United Bank For Africa, UBA
09.2019 - 02.2020
  • Boosted sales revenue by identifying customer needs and providing tailored product recommendations.
  • Expanded clientele base by actively prospecting new customers via phone calls, emails, and door-to-door visits.
  • Leveraged excellent communication skills to present product features and benefits persuasively.
  • Learn about Competitor products to understand their strengths and weaknesses.
  • Act as a Digital Champion at the branch, helping both walk in and external customers understand and use digital services.
  • Staying updated on all bank products and services.

Intern

NMB Bank
11.2018 - 03.2019
  • Answer customer questions and help them learn about other products or services they might need.
  • Solve customer issues by listening to their complaints, finding the root cause, and giving them the best solution.
  • Manage customer flow and make sure every customer is served quickly and according to their preference.
  • Promote bank products to new and existing customers.

Education

Bachelor of Accounting & Finance in Public Sector - Business

Mzumbe University
Morogoro
04.2001 -

ACSE - Advanced Certificate of Secondary Education - Business

St Maria Goreti Secondary School
Kilimanjaro
04.2001 -

CSE - Certificate of Secondary Education - Business

Anderlek Ridges Secondary School
Kahama
04.2001 -

Skills

Patience and composure

Timeline

Customer Experience Officer

United Bank For Africa, UBA
02.2022 - Current

Telemarketing Officer, Inbound

United Bank For Africa, UBA
02.2020 - 02.2022

Direct Sales Agent

United Bank For Africa, UBA
09.2019 - 02.2020

Intern

NMB Bank
11.2018 - 03.2019

Bachelor of Accounting & Finance in Public Sector - Business

Mzumbe University
04.2001 -

ACSE - Advanced Certificate of Secondary Education - Business

St Maria Goreti Secondary School
04.2001 -

CSE - Certificate of Secondary Education - Business

Anderlek Ridges Secondary School
04.2001 -

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