CONTACT: Email: ad2sfz@r.postjobfree.com, Tanzania mobile no. +255*********/065*******,

Personal Data

Name Janeth R. Mnjokava

Date of birth 09. 12. 1990

Place of origin Tanzania

Languages: English (Fluent) and Kiswahili (Fluent)

Education

Bachelor Degree in Social Work, Institute of Social Work, Dar es salaam (2014-2017)

Ordinary Diploma in Social Work, Institute of Social Work, Dar es salaam (2012-2014)

Advance Certificate in Journalism, Radio and TV broadcasting, Arusha Journalism Training College (2009-2010)

Certificate of Secondary Education Examination, Akeri Secondary School (2003-2006)

Areas of Expertise

Media Communication, Customer Experience, Public Relation and Affair Engagements, Capacity Building and Development Program, Project Monitoring and Evaluation, Event/Activities Coordination, Preparation and Production of Project/Program Documents.

Work Experience

October 2022 – to date Erolink, Customer Service Quality Analyst

Main tasks

Suggesting changes in call handling procedures to improve customer satisfaction levels

examine quality reports and statistical information.

Look into customer complaints and corrective measures to guarantee that quality assurance criteria are met.

Responsible on daily tracking Agent performance, behaviors and Average Score (KPI’S indicators)

Coaching and training Contact Center Agents on their weakness, Knowledge gaps and short slightness so as to improve Quality, delivery and customer experience.

July 2018 – Feb 2020 Communication and M&E officer, NIRAS- LIC Project

Main tasks

Conduct Field visit, collecting data and prepare field reports for the monitoring and evaluation activities/documents

Work in beneficiary assessment and investment study.

Producing LIC project briefs and LIC short documentary videos for the website.

Follow up and documenting the LIC project activities and coordinate media and communication affairs and LIC events.

March 2018 – June 2018 Medical Receptionist Locum, Marie Stopes

Hospital, Mwenge Dar es salaam

Main tasks

Maintain hard and softcopy patient records by obtaining, recording, and updating them in the EHR system through personal information’s.

Providing information and assistance to patient regarding service and directions.

Answer customer calls and receiving doctor’s appointment through general office telephone.

Responding to emergencies.

Nov 2016 – Dec 2016 Volunteer, Natural Resources Management Program

Raleigh International/Tanzania, Mufindi

Main tasks

Delivering climate change and environment related sessions to Isipi primary school, conducting action day to raise awareness about tree nursery, sanitation and climate change to community

Sept 2016 – Oct 2016 Volunteer, International Citizen Service (ICS)

Raleigh International/Tanzania, Njombe

Main tasks

Prepare and conduct focus group discussion, delivering session about sanitation and hygiene to Nundu primary school, Team leading, conduction action days to raise awareness to community on the effect of gender based violence and importance of hygiene.

April 2016 – June 2016 Volunteer, Tanzania Youth Alliance, Dar es salaam

Main tasks

Providing HIV/AIDS counseling to the key population.

Sexual reproductive health education to youth.

Data collection and analysis on gender based violence.

Nov 2011 – Jan 2013 Customer care agent, Erolink-Vodacom Tanzania Limited

Main tasks

Managing first customer call resolution and resolving organization-customer quarries

Branding new product to customer and deliver full product information as per customer requirement

Performing sim card swap and Mpesa quarries such as reversal

Jan 2010 – Dec 2010 Volunteer, Channel Ten Television

Main tasks

Preparation of news scripts material, exercising editorial judgment

Undertaking interview, reporting duties on TV and location

Working in children and sport programs Team on preparation of programs, recording and editing.

ACHIEVEMENTS

I was able to make website active by feeding information on various Projects Updates, Videos on phases of projects and Pictures, on which before website was dormant.

Conduct Investment and Beneficiary study, develop successful stories for the project website. Lic.or.tz (Local Investment Climate Program)

Developed a technical “’Know-how” of the corporate environment and culture at KIGOMA and DODOMA Regions.

SILENT CALLS CAMPAIGN (call avoidance). Campaign aim to check if all calls tagged as Silent Calls are true silent calls. Reduce Call avoidance that originated from behavior issues and unwillingness to assist, (from 36% to 13%) gaps identified was agents ignored customers while are being heard clearly, rushed to avoid HT. Agents were reminded on Zero tolerance Policy particularly on call avoidance as well as being reminded on reporting to TLs when experiencing consecutive silent calls. (Actions to top defaulters)

REFEREES

Mr. Andrew Mhina

Advisor, Social Accountability, Good financial Governance Programme

GIZ-German Development Cooperation

Contact: +255-***-***-***

Miss. Adelaide Kisinda

Economist & Research Consultant

NIRAS, Tanzania

Contact: +255-***-***-***

Mr. Victor Nicodemus

Manager, Quality Analyst

Erolink

Contact: +255-***-***-***

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