Open to opportunities

Taimuru Kurumbua

@taimurukurumbua

Site Manager and customer experience leader, strengthening client relationships through scheduling, workforce training, and site operations.

Tanzania

Message

What I'm looking for

I’m looking for a role where I can drive organisational success through site operations, scheduling/rota, and workforce training, while strengthening client relationships using strong communication, problem solving, and compliance-focused leadership.

I’m an operations-focused Site Manager with extensive experience in customer service, records management, and team leadership. I’m known for communication excellence, problem solving, and strategic planning that keep operations running smoothly.

In my current role, I manage site operations and act as the operational link between teams to ensure effective workforce management, employee engagement, and compliance with company policies. I lead daily operations, oversee scheduling/rota, and support workforce-related matters to meet client requirements.

Earlier, I supervised call center shift operations—monitoring calls, coaching agents using performance metrics, running training for new recruits, and handling escalated calls to protect customer satisfaction and retention. I also coordinated resources during peak hours and improved process efficiency by identifying bottlenecks.

My foundation includes customer-facing roles and records administration, including confidential records handling, file systems management, and data migration during software transitions. With my training background (including buddy trainer and Microsoft Office proficiency), I aim to keep teams motivated, well-trained, and aligned with organisational goals.

Experience

Work history, roles, and key accomplishments

Current

Site Manager

Current

Fahari Communications Media Ltd

Jul 2023 - Present (3 years)

Oversaw daily site operations on the Arusha call center, including staffing levels and delegated task execution for productivity. Established work schedules and assignments, supervised outsourced employees at client locations, and ensured compliance with company policies.

Client Relationship Management Site Operations Management Outsourcing Compliance Management Call Center Operations Workflow Management Operational Reporting Site management Workforce Training Workforce Management Team Leadership Compliance Strategic Planning

Current

Customer Experience Personnel

Current

Fahari Communications Media Ltd

Jul 2023 - Present (3 years)

Managed client relationship and site operations at the Arusha site, including workforce coordination for outsourced staff. Served as an operational link between Fahari Communications Media Ltd and d.light Tanzania, supporting call center operations and workforce-related matters.

Client Relationship Management Site Operations Workforce Management Team Leadership Outsourcing Compliance Employee Engagement Call Center Operations HR Support Problem Solving Communication

Call Center Supervisor

Fahari Communications Media Ltd

Aug 2022 - Jun 2023 (10 months)

Supervised shift operations and monitored daily call performance, providing constructive feedback to agents. Led training for new recruits, managed peak-hour resourcing, handled escalated calls, and coordinated with other departments to support customer experience.

Call Center Supervision Shift Management Peak Hour Operations Continuous Improvement Customer Retention Call Center Operations Performance Metrics Training Resource Allocation Peak Hour Staffing Escalations Process Improvement

Team Leader

Fahari Communications Media Ltd

Aug 2021 - Jul 2022 (11 months)

Fostered a high-performing team environment and led project coordination for timely delivery. Streamlined workflow to improve process efficiency and worked closely with the team to improve customer satisfaction.

Workflow Optimization Customer Satisfaction Team Collaboration Team Leadership Project Coordination Process Efficiency Customer Collaboration Process Improvement

Call Center Agent/Executive

Fahari Communications Media Ltd.

Jul 2020 - Jul 2021 (1 year)

Provided customer support through inbound and outbound call handling while resolving queries to meet KPIs. Supported tele-calling campaigns to achieve sales targets and maintained accurate client records in CRM systems.

Customer Support Call Handling Query Resolution KPI Management Telecalling Sales Target Achievement CRM Customer Service

Call Center Executive

Fahari Communications Media Ltd

Jul 2020 - Jul 2021 (1 year)

Provided customer support by handling incoming and outgoing calls and resolving customer queries while consistently meeting KPIs. Performed tele-calling for campaigns to achieve sales targets and updated client records in the CRM system.

Customer Support Call Handling Query Resolution KPI Management Campaigns Sales Targets Interpersonal Communication Customer Care

Team Member

Kuku Food Ltd (KFC)

Jan 2015 - Jan 2017 (2 years)

Delivered customer service by taking orders and managing cash transactions in a fast-paced environment. Trained new staff, supported stock control to maintain inventory accuracy, and helped maintain cleanliness through regular cleaning and upkeep.

Order Management Meetings Customer Service Order Taking Cash Handling Staff Training Stock Control Inventory Accuracy

Cashier & Customer Service

New York Pizza & Fried Chicken

Jan 2013 - Jan 2015 (2 years)

Processed high-volume transactions, handled front desk operations, and managed customer orders and deliveries. Used a point of sale system, balanced the cash register at day end, resolved customer issues, and trained new cashiers on store policies and procedures.

POS Customer Service Issue Resolution Point of Sale Cash Handling Front Desk Operations Order Processing Delivery Coordination Cashier Training

Records Assistant

National Social Security Fund

Jun 2012 - Sep 2012 (3 months)

Supported registry operations by organizing files, sorting mail, tracking documents, and improving office operations for timely file retrieval. Conducted data migration during software transitions and prepared reports to support decision-making.

Office Administration Timely File Retrieval File Organization Sorting Mail File Tracking Office Operations Data Migration Report Preparation

Records Assistant

Kisutu Resident Magistrate Court

Jun 2011 - Aug 2011 (2 months)

Managed records by maintaining file systems, registering documents, tracking file movement, and handling incoming correspondence. Ensured confidentiality of sensitive information and supported administrative tasks including data migration during software transitions.

Records Management File Tracking Confidentiality Data Migration Administrative Support