Customer Service

Personal Particulars

First Name : Abdul-Aziz Adam

Surname : Mohamed

Nationality : Tanzanian

Address and Contacts : Po Box 8156 Dar-es-Salaam

+255-***-***-***, +255-***-***-***

************@*****.***

Education and Qualifications

2012 - 2013: Sanford College of Information Technology

(Advanced Diploma in Graphics Designing and Multimedia) Bangalore, India

2012 – 2013: Central Institute of Management

(Diploma in Network and Internet Applications) Ambala, India

2010: Biafra Secondary School

(A – Level)

2007: Mbezi Secondary School

(O – Level)

Work Experience

June 2017 – Present: Head of Content at Jumia Tanzania

-Ensures that the whole content department is up to date for production of relevant and relatable content to optimize the customer experience and to ensure they have a seamless experience.

-Leads the team in creating content in line with the Jumia standards and KPIs

- Creates performance reports for the team while acting as a mentor to the content department personnel, ensuring a steady, gradual improvement in their professional skills.

- Monitoring the effectiveness of new and existing content tools and take the lead on coming up with solutions

- Synergize with other teams with the optimization of content and other related initiatives

-Ensuring the site's content is well categorized and well managed with zero error

-Overseeing the development and management of the business’s brand standards and content style guides, as well as the overall expression of the business’s corporate identity in the content we put out.

January 2017 – June 2017: Digital Marketing Manager at Jumia Tanzania

-Responsible for developing, implementing and managing marketing campaigns that promote Jumia and its products and/or services.

-Played a key role in enhancing brand awareness within the digital space as well as driving website traffic and acquiring leads/customers on social media platforms such as Twitter, Instagram, and Facebook etc.

-Identified and evaluated new digital technologies and used web analytics tools to measure site traffic to better optimize marketing campaigns, email marketing, social media and display and search advertising.

-Responsible for driving relevant consumers with the goal of improving brand recognition and trust and ultimately drive purchase intent by engaging different people across the social media.

-Overseeing the social media strategy for the company.

-Devising strategies to drive online traffic to the company website, engaging the community at large

June 2015 – December 2016: Head of Customer Services at Jumia Tanzania

- Led the customer service team to ensure continuous improvement and delivery of customer service and the strategic development of operational requirements, process and technology, to deliver key service outcomes for customers in either a B2B or B2C environment.

-Made sure to identify and develop methods and procedures, processes and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer interactions across multiple channels mainly telephone calls and email.

-Create a culture and processes which achieve the business goals and objectives so as to improve CSAT (Customer Satisfaction), or other Customer Metric.

-Empower and Engage the Customer Service Team

- Drive quality and consistency

January 2014 – May 2015: Team Lead – Acquisition at Kaymu (Africa Internet Group – AIG)

-Led team in conducting successful acquisitions as well as carried out team training on relevant skills

-Created performance reports for the team

-Successful acquisition and management of new Vendors on Kaymu

-New Vendors made aware of the basics of Kaymu and ready to be active sellers on the platform

-Maintaining positive business relationships to ensure future sales

-Analysis of data and industry trends to identify key products, categories and accounts to acquire

-Promotion of Kaymu platform within the supply chain and vendor ecosystem

-Mapping of country supply chain for specific category and knowledge sharing with the marketing and logistics team

-Expedite the resolution of vendor problems and complaints to maximize satisfaction

- Achieve agreed upon sales targets and outcomes within schedule

April 2013 – December 2013: Graphic Designer at Print Zone Ltd Tanzania

-Created designs, concepts, and sample layouts based on knowledge of layout principles and aesthetic design concepts.

-Marked up, pasted, and assembled final layouts to prepare layouts to be printed.

-Drew and printed charts, graphs, illustrations, and other artwork, using computer.

-Reviewed final layouts and suggest improvements as needed.

-Conferred with clients to discuss and determine layout design.

-Developed graphics and layouts for product illustrations, company logos, and Internet websites.

-Study illustrations and photographs to plan presentation of materials, products, or services.

-Study illustrations and photographs to plan presentation of materials, products, or services.

-Prepare notes and instructions for workers who assemble and prepare final layouts for printing.

Interests and Achievements

Best Employee of the Year 2 consecutive years 2014/2015

Led the team that was responsible for the migration from the old Jumia Market system to the new and more advanced Jumia Mall system (for Tanzania).

Partake in sports such as jogging, football and overall fitness

Enjoy traveling, road trips, visiting historic sites and museums to experience different global cultures

Computers and Technology, I am also as a Freelance Professional Photographer in my part Time.

Additional Information

Computing Skills: Good working knowledge of MS Application packages including Word, Excel, Access, and PowerPoint. Additionally, I have extensive knowledge adobe packages and I also teach basic computer.

Languages: Good oral and written English and Kiswahili.

I have prior work experience working at a Micromax phone Company and Docomo Network Provider Company in India for a period of six months both as an intern and a part worker combined. I also participated in designing the brochures for Zee institute of Creative Arts (ZICA) in Bangalore.

Objectives

To aid the growth and competitiveness of your organization.

To seek an opportunity to utilize the skills I have acquired in order to enhance my knowledge in the areas of marketing (both offline and online) and sales, graphics and photography as well as to make the organization far reaching to the people.

References available on demand.

Mr. Abdul-Aziz Adam Mohamed

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