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Competences
Experience
Tele‑Sales Agent
Vodacom Telecommunication (Under Erolink)
2025-07 -
Generated high‑volume sales of telecommunication products through targeted cold and warm calling strategies. Provided critical customer feedback and structural insights that helped refine product features and boost overall business production. Analyzed customer pain points and escalated complex technical issues to back‑office support for rapid resolution. Consistently exceeded monthly sales targets, contributing to the expansion of the company's active subscriber base.
Call Center & Customer Service Specialist
Buguruni Micro‑Finance
2024-07 - 2025-01
Managed inbound and outbound inquiries via advanced internal CRM systems, resolving complaints and supporting financial product queries. Gathered and synthesized user insights on loan uptake, presenting actionable suggestions that improved product packaging and customer retention. Collaborated with back‑office teams to route escalated account and transaction challenges, ensuring minimal turnaround time. Contributed to data‑driven improvements in service delivery.
Call Center Debt Collector
One Pesa
2024-05 - 2024-07
Negotiated and managed overdue account recoveries while adhering to strict ethical debt‑collection standards. Tracked payment performance and extracted behavioral insights that helped the risk and credit teams optimise lending algorithms. Reconciled collected debts and updated transactional records via back‑office platforms for real‑time reporting. Delivered results that improved overall collection efficiency.
Graduate Teacher (Field Placement)
Macechu Secondary School
2022-08 - 2022-10
Formulated comprehensive lesson plans and delivered Geography and Kiswahili classes with measurable impact. Designed, administered and marked standardized examinations, compiling performance metrics to diagnose learning barriers. Mentored student groups and led environmental maintenance activities, fostering leadership and communal responsibility. Utilised assessment data to tailor instructional strategies.
Customer Service Representative
Tigo Telecommunications
2017-12 - 2018-07
Delivered front‑line support, answering client queries and resolving technical, balance and network configuration issues. Captured field insights from daily interactions and reported strategic observations to branch managers, driving service improvements. Maintained high customer satisfaction through empathetic communication and timely problem resolution.
Customer Service Specialist
Vodacom Telecommunications
2018-07 - 2019-06
Addressed client queries with empathy and analytical accuracy, turning dissatisfied callers into brand advocates. Documented repetitive technical bugs and recurring requests, channeling insights to product managers for system optimisation. Contributed to business scaling by providing actionable feedback on product performance.
Formation
Bachelor of Arts with Education (Geography & Kiswahili)
Langues
English
fluent
Swahili
fluent
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