Doreen John Email & Phone Number

Dar Es Salaam, Tanzania

Dar Es Salaam, Tanzania

Key Responsibilities• Manage Corporate Service Center Operations: Oversee day-to-day activities to ensure efficient functioning, aligning with the bank's objectives in corporate and business banking.• Ensure Customer Satisfaction: Take responsibility for ensuring total satisfaction of customers by understanding their needs and driving best practices in customer experience across the bank.• Drive Innovation and Service Culture: Foster a culture of innovation and service excellence within the bank to enhance efficiency, productivity, and revenue targets.• Handle Complaints and Queries: Log and monitor all complaints/queries promptly, ensuring fair outcomes and timely resolutions within contracted timeframes.• Client Relationship Management: Arrange client visits and events to maintain close relationships with clients, conducting service reviews, and implementing corrective measures based on feedback.• Service Recovery Management: Responsible for resolving client concerns/complaints promptly, recommending actions for service recovery to Relationship Managers and management.• Establish and Manage SLAs: Agree and manage service offerings and Service Level Agreements (SLAs) with internal customers, measuring performance regularly.• Service Quality Control: Conduct analysis of service quality, identifying areas of strength and development to inform decision-making and quality improvement interventions.• Own Customer Touchpoints: Take ownership of all customer touchpoints, collaborating with key stakeholders to enhance the overall customer experience.• Support Relationship Managers: Provide support to Relationship Managers in their customer service initiatives, ensuring alignment with the bank's goals and objectives.

Dar Es Salaam, Tanzania

Key Responsibilities• Shift Schedule Management: Create and maintain a timetable for agents' shifts, ensuring they complete 45 hours per week, optimizing workforce management for effective coverage.• Call and Email Management: Ensure that 90% of incoming calls are promptly attended to, emails are responded to on the same day, and callbacks are made for all abandoned calls, maintaining high standards of customer service.• Complaint Handling and Logging: Oversee the logging of all calls received by agents in an Excel sheet and ensure that complaints from social media/emails are logged into the BOC System with same-day acknowledgment, facilitating efficient complaint resolution.• Quality Assurance Collaboration: Work closely with the Quality Assurance (QA) team to ensure agents' call audit scores remain above 95%, addressing any identified issues promptly to prevent recurrence and maintain service quality.• Reporting Preparation: Prepare comprehensive weekly and monthly reports for the Contact Centre, ensuring accuracy and timely sharing with management and other relevant units for informed decision-making.• Performance Monitoring: Monitor agents' performance metrics such as call attendance, response times, and adherence to procedures, providing feedback and coaching where necessary to improve performance.• Training and Development: Identify training needs based on performance evaluations and provide ongoing coaching and development opportunities to enhance agents' skills and capabilities.• Escalation Handling: Develop procedures for handling escalated customer issues effectively, ensuring swift resolution and customer satisfaction.• Process Improvement: Continuously review and refine contact center processes to streamline operations, improve efficiency, and enhance the overall customer experience.• Team Collaboration: Foster a collaborative team environment, encouraging communication and cooperation among agents.

Dar Es Salaam, Tanzania

Key Responsibilities• Primary Customer Support: Provide comprehensive support to both internal and external customers, handling a high volume of calls (60+) daily in a fast-paced environment.• Training and Development: Train new employees on customer service systems, data entry procedures, and the organization of customer interaction logs, ensuring smooth onboarding and adherence to company standards.• Quality Customer Service Delivery: Deliver excellent quality customer service in line with company practices and brand requirements, prioritizing customer satisfaction and exceeding Key Performance Indicators (KPIs).• Teamwork and Leadership: Employ strong teamwork skills by supporting colleagues and acting as a vocal and engaged team leader, fostering a collaborative work environment.• Meeting and Exceeding Targets: Promptly attend to customer requests to meet and exceed KPIs, consistently surpassing targets and expectations.• Generating Referral Business: Encourage existing clients to make recommendations, generating referred business and expanding the customer base.• Problem Solving and Solution Offering: Discuss challenges with customers and offer appropriate solutions, demonstrating problem-solving skills and enhancing customer satisfaction.• Product Knowledge: Maintain an excellent understanding of the portfolio of products and services offered by the bank to effectively address customer needs and inquiries.• Client Relationship Management: Proactively manage client relationships over an extended period, ensuring client retention, lifelong loyalty, and high levels of satisfaction through continuous engagement.• Initiative Implementation: Design and implement initiatives to motivate customers to regularize their accounts and maintain positive balances, contributing to account health and overall customer satisfaction.

Dar Es Salaam, Tanzania

Key Responsibilities• Training and Mentorship: Conducted training sessions for 15+ employees, providing mentorship and guidance that resulted in a 10% increase in staff retention rates compared to targets, demonstrating effectiveness in developing talent within the organization.• Compliance Management: Ensured 100% compliance with local, state, and federal laws, demonstrating a thorough understanding of regulatory requirements and mitigating legal risks for the organization.• Talent Acquisition and Recruitment: Spearheaded new talent acquisition and recruitment processes for over 11 new full-time hires, showcasing expertise in sourcing, interviewing, and selecting candidates to meet organizational needs.• Performance Coaching: Provided coaching to team members in one-on-one sessions and small groups to enhance performance and improve employee satisfaction, contributing to a positive work culture and productivity.• Data-Driven Approach: Fostered a data-driven culture by coordinating 100% of recruitment activities and providing customized recommendations on recruitment and staff retention, resulting in cost savings of $12,000 in training expenses.• Strategic Collaboration: Collaborated with leadership to design development plans and performance management strategies, aligning HR initiatives with organizational goals and objectives.• Workplace Safety Improvement: Coordinated with executives to update work safety standards, leading to a 41% reduction in workplace injuries, prioritizing employee well-being and organizational compliance with safety regulations.• Organizational Management: Managed the company's organizational structure, responsibilities, and staffing levels, creating strong hierarchical channels for effective communication and decision-making within the organization.

Certifcate Of Leadership

Education record

Bachelor'S Degree, Business Administration In Hrm

Women Leadership Programme, Organizational Leadership