Mariam Hashimu Hussein
Dar es salaam
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
12
12
years of professional experience
Work History
Customer Service Officer
Standard Chartered Bank
Dar Es Salaam
01.2025 - Current
- Gained experience at enquiry desk while demonstrating strong communication skills.
- Served over 20 clients daily, providing effective solutions to inquiries.
- Processed local and international transfers efficiently.
- Handled cheque book requests and ensured timely processing.
- Opened and closed customer accounts accurately.
- Advised clients on suitable products based on needs assessment.
- Managed customer queries and directed them to appropriate units.
- Received, issued, and maintained accurate records of customer debit cards and cheque.
- Assisted customers with placing orders for products and services.
Recovery Officer
Standard Chartered Bank
Dar Es Salaam
06.2022 - 12.2024
- Acquired previously charged-off accounts through proactive outreach and negotiation.
- Established a portfolio of 30 charged-off accounts for monthly payment arrangements.
- Identified new workplaces of defaulters, engaging HR to coordinate payment plans.
- Successfully settled five accounts totaling 84 million.
- Managed retail portfolio of charged-off accounts by conducting 80 calls daily.
- Issued demand notices to encourage timely payments.
- Performed additional duties as assigned by supervisor.
Branch Sales and Service Executive
Standard Chartered Bank
Dar Es Salaam
10.2019 - 05.2022
- Generated minimum of 150M monthly revenue for loan product.
- Acquired at least seven new accounts through targeted outreach.
- Maintained existing clients by offering loan top-ups to enhance engagement.
- Sold premium insurance products for homes and cars, totaling at least 800,000 monthly.
- Delivered exceptional service that resulted in referrals and a robust customer portfolio.
- Developed new business through local sales promotions and strategic alliances.
- Provided efficient after-sales service to ensure client satisfaction.
- Presented loan schemes on bank consumer products as assigned by management.
Credit Administration Officer
EFC Microfinance Bank LTD
Dar Es Salaam
04.2016 - 04.2018
- Coordinated file receipt from credit committee and scheduled client appointments for contract signing.
- Sent emails to assistant managers for client validation based on credit officer information.
- Verified compliance with all credit committee conditions and ensured submission of required documents.
- Contacted clients to facilitate contract signing and collected loan payments.
- Processed loan disbursement in the system promptly.
- Requested branch administration officer to release funds to clients in a timely manner.
Sales and Marketing Officer
EFC Microfinance Bank LTD
Dar Es Salaam
06.2013 - 04.2016
- Facilitated account opening procedures for new clients, ensuring seamless integration into system.
- Executed sales of accounts and loans, contributing to revenue growth.
- Produced daily, weekly, and monthly sales reports to track performance metrics.
- Organized teamwork events for marketing department to enhance collaboration.
- Conducted roadshows and promotional events to market bank products effectively.
- Identified potential upsell opportunities during customer interactions and promoted additional products and services accordingly.
Education
Certificate of Bancassurance -
Institute of Finance Management
Dar Es Salaam01.2023
Bachelor of Degree of Science - Tax Management
Institute of Finance Management
Dar Es Salaam01.2011
Certificate of Customer Care - Customer Care
Institute of Finance Management
Dar Es Salaam01.2011
Certificate of Sales and Marketing - Sales and Marketing
Institute of Finance Management
Dar Es Salaam01.2011
Advance Certificate of Secondary Education -
Tegeta High School
Dar Es Salaam01.2008
Certificate of Computer Studies - Computer studies
Makuburi Computer Center
Dar Es Salaam01.2005
Skills
- Written and verbal communication
- Financial products expertise
- Client relationship management
- Portfolio management
- Business development
- Sales and presentation skills
- Tax management knowledge
- Self-management
- Performance management
- Customer service
References
References available upon request.
Timeline
Customer Service Officer
Standard Chartered Bank
01.2025 - Current
Recovery Officer
Standard Chartered Bank
06.2022 - 12.2024
Branch Sales and Service Executive
Standard Chartered Bank
10.2019 - 05.2022
Credit Administration Officer
EFC Microfinance Bank LTD
04.2016 - 04.2018
Sales and Marketing Officer
EFC Microfinance Bank LTD
06.2013 - 04.2016
Certificate of Bancassurance -
Institute of Finance Management
Bachelor of Degree of Science - Tax Management
Institute of Finance Management
Certificate of Customer Care - Customer Care
Institute of Finance Management
Certificate of Sales and Marketing - Sales and Marketing
Institute of Finance Management
Advance Certificate of Secondary Education -
Tegeta High School
Certificate of Computer Studies - Computer studies
Makuburi Computer Center
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