Work experience

• Field Agent/Tam Manager

  Outsurance Life

  2023.01-2025.08

  (3 years)

  Managed a remote/hybrid team of 10+ agents handling phone, email, and chat inquiries. Monitored performance metrics such as AHT, FCR, and CSAT. | Resolved escalated customer issues within SLA timelines. | Trained agents on customer engagement and CRM usage. | Produced reports on team performance and client satisfaction. Key Achievements: ✔ Increased customer satisfaction and Retention | Reduced employee layoffs dut to none performance
• Educator Assistant

  Gobe Commercial High School

  2021.01-2022.01

  (a year)

  Facilitated communication with parents and students | Maintained academic records and admin systems. Coordinated virtual learning platforms and digital tools. Key Achievements: ✔ Improved parent communication efficiency by 40%. ✔ Reduced missing documents by 60%.
• Admin/Data Entry Clerk / Customer Liason

  Mafalo Solutions

  2011.01-2013.01

  (2 years)

  Delivered in-person and telephone customer service. - Managed documentation and CRM data entry. - Followed up on unresolved client issues. Key Achievements: ✔ Maintained 98% database accuracy. ✔ Handled 50+ daily customer interactions.

Educational experience

• KING HINTSA TVET COLLEGE

  Certificate Tourism N6

  2019.06-2021.12

  (3 years)

  Higher Certificate in Tourism
• KING HINTSA TVET COLLEGE

  4 Tourism

  2016.01-2018.12

  (3 years)

  Level 4 in Tourism

Languages

Skills