Aisis Mollel
@aisismollel
Experienced Customer Support Expert dedicated to enhancing client satisfaction.
TanzaniaWhat I'm looking for
With four years of proven expertise in customer support, I specialize in team management and quality assessment, ensuring high Customer Satisfaction Scores (CST) and maintaining excellent Service Level Agreements (SLA). My passion for elevating customer service drives me to make a positive impact in every role I undertake.
Currently, I lead a team of 15 customer service representatives at Alpha Digital Support, where I prioritize tasks, oversee workflow, and provide coaching for performance improvement. My efforts have resulted in a 20% increase in customer satisfaction and the successful management of 8,000 to 12,000 interactions monthly. I am committed to utilizing various support tools and software to enhance operational efficiency.
Throughout my career, I have held various roles, including Quality Assurance and Product Analyst, where I contributed to the development of innovative online betting platforms. My strong communication skills and ability to adapt to new technologies have been key to my success in delivering exceptional customer experiences.
Experience
Work history, roles, and key accomplishments
Customer Support Team Leader
Alpha Digital / 9Winz Online Casino
Sep 2022 - Present (2 years 9 months)
Led a team of 15 customer service representatives, providing guidance and overseeing workflow. Improved customer satisfaction by 20% and maintained a 10-second response time for queries. Managed training programs and prepared operational reports for senior management.
Payment Operator
Alpha Digital Support / 9Winz Online Casino
Jul 2023 - Present (1 year 11 months)
Monitored payment methods for efficiency, manually processed failed deposits, and collaborated with payment system support to ensure smooth site operations.
Quality Assurance Supervisor
Parimatch Sports Betting Company
Jan 2021 - Sep 2021 (8 months)
Supervised a team of 11 customer support agents, ensuring accurate responses and analyzing interactions across various channels. Provided feedback and conducted product tests to enhance quality.
Customer Support Representative
Parimatch Sports Betting
Jun 2018 - Jan 2019 (7 months)
Communicated with customers through various channels, acknowledged and resolved complaints, ensuring high levels of customer satisfaction.
Product Analyst
Parimatch Sports Betting Company
Mar 2019 - Dec 2020 (1 year 9 months)
Contributed to the development of the company's first online betting platform by testing products, sharing feedback with developers, and analyzing competitors.
Betting Shop Supervisor
Parimatch
Jan 2017 - Dec 2017 (11 months)
Trained and supervised team members, scheduled staff efficiently, and ensured high customer service standards.
Betting Shop Cashier
Meridian Bet
Apr 2016 - Aug 2016 (4 months)
Provided betting services and education to customers, actively participated in marketing events to enhance brand awareness.
Training Manager
Parimatch Sports Betting Company
Jan 2018 - Present (7 years 5 months)
Recruited and trained teams for new retail betting shops, developed training materials, and ensured effective delivery of services.
Education
Degrees, certifications, and relevant coursework
Mweka Kilimanjaro
Tourism
2015 - 2016
Studied tourism, focusing on customer service and management principles relevant to the tourism industry.
Tech stack
Software and tools used professionally
Availability
Location
TanzaniaAuthorized to work in
Job categories
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