Caroline Nyasingo Email & Phone Number

Tanzania

• Plans organizes and controls the operation of Customer service division• Gathering Customers data, and analyze the trend to improve company performance and ensure customers satisfaction.• Preparing and presenting the company products to the prospects.• Supervises, hires, trains, evaluates and disciplines employees in Customer Experience.• Perform quality control audits in order to ensure accuracy/quality of the service provided to customers• Ensures company KPI’s are met towards attaining and retaining customers• Provide training especially remedial training to improve representative’s performances.• Preparing and presenting weekly and monthly report to the company.• Handling and closing difficult situation between representative and customer.

Tanzania

• Preparing daily and weekly reports of issues reported to the department• Ensuring that call centre activities are done as per TCRA requirements• Conducting daily Walk, Observe, Communicate (WOC) floor management • Ensuring that daily performance targets for customer service staff are met • Conducting performance appraisal of individual and team performance• Evaluating performance gaps of staff and recommending remedial training • Performing other tasks as assigned by the Customer Care Manager

Tanzania

• Prepare quality control monthly indicator• Ensure Sampling principles are executed in the field• Supervise the operation of the quality control team to ensure resources are well planned and allocated to carry out the job• Prepare a daily report and monthly reports on the progress in the department.Achievements: Ensured quality clients ‘deliverable. Clients- PSI, Bank ABC and Barclays.