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Claire Henry

@clairehenry

Swahili language data specialist at Aquavita Limited, bringing service-quality and complaint-analysis experience to AI language evaluation.

Tanzania

Message

What I'm looking for

I'm interested in project-based or remote opportunities involving Swahili language data, translation evaluation, AI response quality, text annotation, and localization.

At Aquavita Limited, I manage service quality, customer retention, and operational performance. I designed quality assurance standards and frameworks that reduced service incidents by 25%.

I review customer feedback and service issues to identify root causes and recurring patterns, and prepare MIS reports and structured documentation. Earlier, I built and maintained a CRM database at Aquavita Limited and supported initiatives that increased client retention by 27%.

My background also includes applying service standards at NCBA Bank Tanzania Limited and handling customer enquiries and complaints at NIC Bank Tanzania Limited. I'm interested in contributing my native Swahili, fluent English, and attention to meaning and context to translation evaluation, AI response review, text annotation, and localization quality checks.

Experience

Work history, roles, and key accomplishments

Current

Service Assurance and Customer Retention Manager

Current

Aquavita Limited

Aug 2024 - Present (2 years 2 months)

Managed service quality, customer retention, and operational performance, sustaining churn below 1% and NPS of 9+. Designed QA standards that reduced service incidents by 25%.

Customer Retention Quality Assurance MIS Reporting Stakeholder Communication Documentation Cross functional Coordination

Customer Success and Operations Lead

Aquavita Limited

Jul 2022 - Jul 2024 (2 years)

Built and maintained a CRM database, improving information organization and customer-response processes. Supported initiatives that increased client retention by 27%.

CRM Customer Success Operations Survey Design SLA Compliance Communication Skills

Service Excellence Officer

NCBA Bank Tanzania Limited

Jun 2020 - Jul 2022 (2 years 1 month)

Applied service standards and consumer-protection guidance to improve consistency and customer communication. Reviewed client feedback and produced management reports with actionable findings.

Service standards Consumer Protection Feedback Analysis Reporting Training SLA Monitoring

Contact Centre Agent

NIC Bank Tanzania Limited

Mar 2018 - Jul 2020 (2 years 4 months)

Handled customer enquiries and complaints, identified root causes, and communicated resolutions clearly. Managed high call volumes with an average resolution time under five minutes.

Customer Service Complaint Resolution Call Handling Root Cause Analysis Communication Skills

Operations Assistant – Teller

NIC Bank Tanzania Limited

Jun 2017 - Jan 2018 (7 months)

Processed high-volume financial transactions accurately and resolved account discrepancies. Explained transaction information to customers and supported efficient branch service.

Financial Transactions Accuracy Customer Service Discrepancy resolution