AM
Open to opportunities

Aisis Mollel

@aisismollel

Experienced Customer Support Expert dedicated to enhancing client satisfaction.

Tanzania

What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for growth and innovation.

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

AC
Current

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.

PC

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.

PB

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.

PC

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.

PC

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

MK

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

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Aisis Mollel - Customer Support Team Leader - Alpha Digital / 9Winz Online Casino | Himalayas