John Ronald Email & Phone Number

Dar Es Salaam, Tanzania

Dar Es-Salaam, Dar Es Salaam, Tanzania

• Provide leadership and oversight for the Service Desk team members as it pertains to all helpdesk operations and ensure all riders, dispatcher and Customer service operations goes on smooth• Communicate, stay current, and thoroughly understand the Service Desk operations in order to demonstrate the business value and meet set targets.• Establish Goals and Target of all the reporting departments, like service desk, delivery and riders team• Prepare a comprehensive delivery report to identify delays in delivering staffs to our clients and provide a large pool for improvement• Formulating and Implement policy and procedures in each department to ensure there smooth delivery and best of customer service.• IVR formulation to ensure a smart path for customer help desk accessibility and planning of a rational number of staff’s in relation to incoming and outgoing calls.• Overall, in charge of all the call center operations on KPI and OKR measurements and conducting timely various among all reporting line staffs.• Employ, train and Evaluate employees within the collection and retention department to ensure enough personnel to handle the workload and get customer touch points• Riders Management in terms of fleet management, performance management, riders scheduling• Conducting regular meetings with riders to establish their thoughts and issues needs management interventions• Conducting surveys for new customers and existing customers to get their experience towards our services from riders.

Dar Es Salaam, Tanzania

-Oversee Department Objectives through the development and execution of budget business plans-Establish Goals and Target of the collection payment -Prepare Monthly Feedback reports on the collection of the payments -Implement policy and procedures of collection Outstanding Debts to Prevent excessive amounts Owing-Investigate and Locate Missing Information for employees to perform their duties Effectively-Overall in charge of all the call center operations-Employ, train and Evaluate employees within the collection department to ensure enough personnel to handle the workload.

Arusha, Arusha, Tanzania

• Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.• Scheduling and planning Call center manpower from agent to Teamleader Level• Used critical thinking to break down problems, evaluate solutions and make decisions• Identified issues, analysed information and provided solutions to problems.• Resolved problems, improved operations and provided exceptional service.• Improved operations through consistent hard work and dedication.• Exceeded goals through effective task prioritization and great work ethic.• Participated in team-building activities to enhance working relationships.• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork• Generate Key performance indicators (KPI) for companies goals achievement for Staffs review, confirmation and promotion

Dar Es Salaam

• Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.• Supervised 400 employees on both shifts, and overseeing efficiency of call centre operations.• Directed product flow and informed management of delays and challenges, as well as suggested resolutions• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.• Assisted in recruiting, hiring and training of team members.• Trained and guided team members to maintain high productivity and performance metrics.

Tanzania

• Performed ad hoc reporting and analysis to improve overall performance of call centre and enable strong understanding of business.• Provided training on dashboard and package development to team members and management• Optimized schedules, forecasts and other tools to present to management.• Prepared and maintained reports, dashboards and monthly packages.• Managed real-time inbound call traffic across multiple contact centre locations.• Set and adjusted to schedules to maintain optimal coverage and service levels.• Managed overtime, shift swaps, breaks and PTO requests.• Worked with management to develop strategic and tactical plans to meet different requirements.• Produced and updated documents, reports and tracking

Dar Es Salaam, Tanzania

• Oversaw team of 25 agents focused on incoming calls.• Adhered to company policies and scripts to consistently achieve call-time and quality standards• Used consultative sales approach to understand customer needs and recommend relevant offerings.• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.• Engaged in learning and development opportunities to promote continued performance improvement• Generated reports detailing metrics such as call times and satisfaction ratings.• Responded to team support questions quickly to maintain call center efficiency.Motivated employees to increase productivity and maximize service quality with hands-on leadership style• Generated reports detailing metrics such as call times and satisfaction ratings.• Minimized process lags through operations protocols and client account management training

Dar Es Salaam, Tanzania

• Answered of calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.• Engaged in learning and development opportunities to promote continued performance improvement• Responded to customer requests for products, services and company information.• Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes• Educated customers on company systems, form completion and access to services.• Used consultative sales approach to understand customer needs and recommend relevant offerings