ATWANDE MJILA
Marketing Management
Dar Es Salaam
Summary
Proven track record in enhancing customer service operations at Post Office, achieving higher online engagement and reducing complaints through innovative problem-solving and effective communication. Skilled in workflow management and social media monitoring, excel in building customer relationships and driving service delivery optimization. Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
2
2
years of professional experience
4
4
years of post-secondary education
Work History
Assistant Customer Service Coordinator
Post Office
Mwanza, Tanzania
06.2023 - Current
- Assisted customers in navigating company website features and services, leading to higher online engagement rates and repeat business.
- Collaborated with cross-functional teams to identify areas of improvement in overall customer care operations.
- Leveraged strong problem-solving skills to devise creative solutions for unique customer needs or requests whenever possible.
- Monitored customer feedback channels consistently, identifying trends or recurring issues that could be addressed proactively through process improvements or targeted staff training efforts.
- Provided support during peak hours or periods of increased demand, ensuring all customers received prompt assistance without sacrificing quality of service.
- Reduced customer complaints by implementing effective follow-up procedures and ensuring timely responses.
- Maintained thorough knowledge of company products and services to provide accurate information to customers as needed.
- Participated in regular department meetings, sharing insights on customer needs and preferences to inform company strategy and drive continuous improvement efforts.
- Managed high-stress situations effectively, maintaining professionalism while working towards swift issue resolution for both customers and the company.
- Streamlined communication processes for improved customer service experience and faster resolution times.
Assistant Social Media Manager
Koncept Advertising Limited
Mbeya, Tanzania
08.2022 - 05.2023
- Established efficient workflows for content creation including sourcing images, writing captions, planning posts, scheduling them in advance.
- Designed engaging visuals for Instagram Stories, increasing viewer retention rates and driving traffic to website content or promotions pages.
- Implemented targeted advertising campaigns that enhanced visibility among key demographics.
- Facilitated cross-promotional efforts between different departments to maximize exposure for new products or services launches.
- Conducted regular competitive analysis to identify opportunities for differentiation from competitors'' profiles.
- Monitored industry trends to stay current on best practices for maximizing reach and engagement on various platforms.
- Enhanced brand visibility by creating and executing targeted social media campaigns.
- Analyzed performance metrics to optimize future social media strategies and improve overall effectiveness
- Established efficient workflows for content creation including sourcing images, writing captions, planning posts, scheduling them in advance
Education
Bachelor of Arts - PUBLIC RELATIONS AND MARKETING
ST AUGUSTINE UNIVERSITY
MWANZA, TANZANIA 04.2001 -
High School Diploma -
ITENDE SECONDARY SCHOOL
MBEYA, TANZANIA 01.2015 - 01.2019
Skills
Timeline
Assistant Customer Service Coordinator
Post Office
06.2023 - Current
Assistant Social Media Manager
Koncept Advertising Limited
08.2022 - 05.2023
High School Diploma -
ITENDE SECONDARY SCHOOL
01.2015 - 01.2019
Bachelor of Arts - PUBLIC RELATIONS AND MARKETING
ST AUGUSTINE UNIVERSITY
04.2001 -