AISHA WAKIO KISAI
Dar Es Salaam
Summary
An experienced supervisor with over 11 years of experience knowledgeable in mobile financial services with solid foundation in specialized tasks and track record of delivering results through targeted initiatives. Proven ability to implement effective strategies that enhance operational efficiency and support team objectives. Demonstrated proficiency in problem-solving and project management.
Overview
13
13
years of professional experience
Work History
Channel Specialist Retail Agents
Mixx by Yas Tanzania
10.2023 - Current
- Delivered specialized knowledge to enhance team performance.
- Improved operations by implementing detailed task analyses.
- Trained team members to elevate skill levels and increase efficiency.
- Developed customized solutions for specific challenges.
- Designed strategic plans to achieve organizational objectives.
- Created comprehensive reports to inform stakeholders.
- Implemented innovative approaches to drive continuous improvement.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
Query Resolutions officer
MIC Tanzania Ltd - TIGO
09.2017 - 10.2023
- This Role will be responsible with ensuring all customer care matters are sorted timely within agreed SLA (Service Level Agreement)
- Sorting Bank to Wallet (B2W) and Wallet to Bank (W2B) reversal requests
- Handling Mobile Network Operator (MNO) reversals requests
- Handling Bill payments reversal requests
- Confirmation and completion of all pending/doubt transactions (Hold, Submitted to Post/decline)
- Confirmation of transaction status/requests coming from 3rd parties’ billers, Mobile Network Operators and Banks
- Weekly refunds of money due to terminated numbers (Subscribers and Agents) and Next of Kin
Customer Service Executive
PCCI Tanzania Limited
01.2017 - 08.2017
- Interact with customers to provide and process information in response to inquiries, concern, and request about products and services
- Responsible and accountable for approval of payment related activities that is reversals, manual payments and refunds
- Respond promptly to customer inquiries and ensure excellent standard service high level of customer satisfaction is maintained
- Handle and solve customer complaints in timely manner
- Obtain and evaluate all relevant information to handle product and service inquiries
- Organize workflow to meet customer timeframes
- Manage customer account
- Provide feedback on the efficiency of the customer service process
- Deal directly with customer via telephone
- Key Competence: Communication skills verbal and written, Listening skills, Problem analysis and problem solving, Customer service orientation, Stress tolerance, Attention to detail and accuracy, adaptability
MFS TigoPesa Operations Support
MIC Tanzania Ltd - Tigo
10.2015 - 01.2017
- Conception on Agent boarding and Bulk loading
- Meet SLA agreed to MFS Go To Market regarding agent creation, agent modification
- To ensure creation of cash partners, super-agent, management till and retail agent are timely created in the Tigo Pesa System
- Timely and properly closure of third level escalated query through remedy
- Update and ensure proper processes and procedures for operations that are performed by front line staff
- Preparation of report writing
MFS User Acceptance, Tester, Implementer (UAT)
MIC Tanzania Ltd - Tigo
11.2014 - 09.2015
- Testing of the new system to ensure that every function and integration meets up with international and local standards before migration that is to ensure that all subscribers and internal users requirements are met as per accurate, compactable and integrity according to the current system before going live with the new system
- Core Competence: Knowledgeable and edible on to practice and manage on the following fields: Stock Management (stock creation, allocation, reimbursement, stock deletion), Web Interface (Biller management), Agent boarding and Bulk loading (creation of super and retail agent), Corps under (UAT) - (additional test case, web password policy and web channel), Conduct various Training on the Telepin platform system
Field Practical Training Internship
Law Home Solicitor’s
06.2013 - 09.2013
- Assisted lawyers for research
- Prepared legal documents
- Obtained and review commercial and residential title law papers
- Maintained file of recent crucial Court decisions
- Entered daily data with regards to client and the related case
- Attend trial court-room sessions of District and High court
- Acquired Skills: Able to interview clients and witnesses and take draft statement, Able to explain legal matter clearly to non-legal professionals
Trainee
Engender Health Organization
06.2012 - 08.2012
- Educate and give awareness to the society and try to improve the lives of men, women and families as much as to consult on HIV and aids at work place
Education
Bachelors of Laws -
Mzumbe University Mbeya Campus, College
01.2014
Diploma of Law -
Mzumbe University Mbeya Campus, College
01.2011
High School -
Songea Girls High School
01.2008
Secondary School -
St. Mary High School
01.2005
Skills
- Client Experience Optimization
- Mobile Payment Management
- Call Center Management
- Team Leadership
- Efficient Process Management
- System Administration
- Strategic Project Planning
- Effective Organization Skills
- Project management
- Effective Presentation Skills
Awards
- Certificate Award of best customer service agent, PCCI, 2017
- Certificate Award of Tigo Pesa, Tigo, 2015
- Certificate of Training on gender, reproductive health and HIV/Aids in work place, 2012
Timeline
Channel Specialist Retail Agents
Mixx by Yas Tanzania
10.2023 - Current
Query Resolutions officer
MIC Tanzania Ltd - TIGO
09.2017 - 10.2023
Customer Service Executive
PCCI Tanzania Limited
01.2017 - 08.2017
MFS TigoPesa Operations Support
MIC Tanzania Ltd - Tigo
10.2015 - 01.2017
MFS User Acceptance, Tester, Implementer (UAT)
MIC Tanzania Ltd - Tigo
11.2014 - 09.2015
Field Practical Training Internship
Law Home Solicitor’s
06.2013 - 09.2013
Trainee
Engender Health Organization
06.2012 - 08.2012
Diploma of Law -
Mzumbe University Mbeya Campus, College
High School -
Songea Girls High School
Secondary School -
St. Mary High School
Bachelors of Laws -
Mzumbe University Mbeya Campus, College
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