Arnalda Banze
Maputo
Summary
Versatile professional with education in primary schooling and certification in Elementary Executive Secretariat. Demonstrates solid experience in various administrative roles, including clerk, customer service, and operational support in a retail environment. With effective communication skills and adaptability, contributes to team success and customer satisfaction. Seeking opportunities to apply knowledge and experience in a dynamic and challenging environment.
Overview
17
17
years of professional experience
Work History
M-Pesa Store Assistant
Vodafone M-Pesa SA
Maputo
04.2018 - 03.2024
- Responsible for ensuring tasks related to store activities in the context of customer service for the company.
- Assisted store customers with deposits and withdrawals.
- Managed customer complaints.
- Acted as a liaison between the store and various interaction areas to support in-person assistance.
- Organized and actively participated in customer and agent education and recruitment campaigns.
- Ensured proper and honest management of cash balance.
- Counted the store's cash with the finance team.
- Participated in training and awareness-raising actions to ensure knowledge of products and services, as well as the implementation of best practices regarding store operations in general.
Customer Line Agent
Vodacom Mozambique, SA,
Maputo
12.2015 - 04.2018
- Responsible for telephone customer service and technical support.
- Resolved customer problems and inquiries, ensuring their satisfaction and loyalty to the brand.
- Recorded and documented all customer interactions for future reference.
- Provided guidance and assistance to customers in navigating company products and services.
- Collaborated with other departments to address complex customer issues and escalate when necessary.
- Participated in ongoing training sessions to stay updated on product features and customer service best practices.
- Maintained a high level of professionalism and empathy in all customer interactions.
- Met or exceeded performance targets related to call volume, resolution time, and customer satisfaction.
Clerk
Casa das Formigas
Matola
07.2007 - 12.2015
- Assisted in organizing and archiving administrative documents.
- Recorded debits and credits, taxation records, and kept data and information up to date.
- Maintained accounting records and books in order.
- Generated weekly/monthly reports of the company's accounting data.
- Provided general support for office activities, including telephone answering and visitor reception.
Education
GED -
Escola Anglicana São Cipriano
CiprianoAnglicanaFormigasAv. Trabalho, Maputo, Mozambique12-2012
Associate of Applied Science - Certification in Elementary Executive Secretariat
Tecnicol
Av. Eduardo Mondlane, N° 1248, Maputo05-2011
Skills
- Proficiency in customer service and problem-solving
- Competence in document handling and administrative organization
- Basic knowledge of technology and computer systems
- Excellent verbal and written communication skills
- Interpersonal Communication
- Proven ability to work in teams and collaborate effectively
- MS Office
- Friendly, Positive Attitude
- Analytical and Critical Thinking
- Flexible and Adaptable
Languages
Portuguese
First Language
English
Intermediate (B1)
B1
SãoChangana
Upper Intermediate (B2)
B2
References
References available upon request.
Timeline
M-Pesa Store Assistant
Vodafone M-Pesa SA
04.2018 - 03.2024
Customer Line Agent
Vodacom Mozambique, SA,
12.2015 - 04.2018
Clerk
Casa das Formigas
07.2007 - 12.2015
GED -
Escola Anglicana São Cipriano
Associate of Applied Science - Certification in Elementary Executive Secretariat
Tecnicol
Similar Profiles
Gizela Nguelume CumbeGizela Nguelume Cumbe
National Sales Manager at Vodafone M-Pesa SANational Sales Manager at Vodafone M-Pesa SA
Angelo McMahonAngelo McMahon
Regional Cluster Specialist at VODACOM/VODAFONE SARegional Cluster Specialist at VODACOM/VODAFONE SA
Debbie AmadiDebbie Amadi
HR Business Partner at M-Pesa AfricaHR Business Partner at M-Pesa Africa