WINIFRIDA POKELA
Kilimanjaro, Tanzania • --•LinkedIn
SUMMARY
● Over2yearsofexperienceincustomersupportwithafocusondeliveringexceptionalserviceviaemail,
phone, and chat.
● Proven ability to build lasting customer relationships, ensure high satisfaction rates, and improve
operational efficiency.
● Strong background in using CRM tools, troubleshooting, and collaborating across teams to enhance
service delivery.
DUCATION
E
College Of African Wildlife Management, Mweka –Moshi,Tanzania
Bachelor's Degree in Wildlife Tourism
September 2016 – November 2019
ORK EXPERIENCE
W
Call Center Inbound & Outbound Support Specialist (Tier 1 Support)
February 2023 - Present
Banerasoft Inc, Remote –USA
● Provided exceptional customer support via incoming calls, emails, and chat, maintaining a 95%
satisfaction rate.
● Built and maintained strong relationships with customers, ensuring their expectations were met and
exceeded.
● Managed multiple priorities, including resolving customer inquiries efficiently and maintaining high
service standards.
● Utilized CRM tools to track interactions, analyze data, and derive strategic insights that contributed to
improved service delivery.
● Supported IT needs for over 40 employees, ensuring seamless technology usage and problem resolution.
● Collaborated with product and operational teams to identify and resolve user pain points, leading to a
65% improvement in operational efficiency.
perations Manager
O
January 2020 - January 2023
AlpineChat Adventure –Moshi, Tanzania
● Led a team to deliver top-notch customer service, achieving a 98% client satisfaction rate.
● Managed client communications, developed tour itineraries, and ensured participant safety, consistently
meeting and exceeding customer expectations.
● Created and managed service dashboards and documentation processes, reducing resolution times and
cutting operational costs by 70%.
● Coordinated with cross-functional teams including Customer Experience, Finance, and Sales to ensure
accurate service delivery and customer satisfaction.
KILLS
S
Technical Skills:Customer Support Software, EmailCommunication, Phone and Chat Support, SQL, Tableau,
Power BI, Slack, Microsoft Teams, Zoom, Google Suite, Microsoft Office
LANGUAGES
● Kiswahili - Native
● English - Expert
