Allen Shembilu
Hamilton,ON
Summary
A professional with varied skills not limited to IT, Call Center Systems and Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
20
20
years of professional experience
Work History
Freelancer- Customer Technical Support
InDrive
02.2022 - 06.2023
- Assist Drivers and Riders in identifying issues and explained solutions to restore service and functionality. Solving more than 200 cases on both chats and emails per day.
- Used ticketing systems to manage and process support actions and requests. Managed to improve CSAT from 75% to 84%.
- Reduced churn rate to 5%.
BPO Services And IT Manager
RNR Business Solutions
03.2021 - 01.2022
- Monitor performance of Inbound and Outbound Call Center, and IT contacted BPO services to RNR clients.
- Help to identify, design, and implement creative business solutions in the company.
- Responsible for providing excellent customer service and determining the needs of the RNR BPO contracted clients.
- Follow up on BPO action items regarding performances, meetings, and support on regular basis.
- Ensure deployment of best practices in the provision of services, and service delivery to adhere reporting requirements in terms of accuracy, quality, timelines, or other KPIs.
- Take responsibility for analytical evaluation of the process improvises to ensure clear operating model.
- Responsible for making sure that the service delivery dashboards are used by RNR BPO services takers and that the data is reliable and actioned upon.
Head of Information Technology
Galsport Betting
08.2018 - 02.2021
- Oversaw IT Department operations.
- Designed and implemented IT strategies and infrastructure
- Led team of 15 IT staffs.
- Analyzed business requirements for IT needs and systems.
- Assessed need for new equipment and software.
- Prepared progress and budget reports for upper management.
- Built and maintained relationships with outside vendors. 9. Hire new members of IT staff.
- Managed company help desk.
- Identified and eliminated security risks.
Call Center Systems Manager
OffGridElectric
06.2014 - 07.2018
- Responsible for overall planning, organizing, and execution of all IT functions,
- Directed all IT operations to meet customer requirements as well as the support and maintenance of existing infrastructure, applications, and development of new technical solutions,
- Maintained PBX and Phone System, Management of SMS Server, Provide leadership, vision,and management to IT department,
- Planned, organized, directed, controlled and evaluated operations of information systems and electronic data processing (EDP),
- Developed and implemented policies and procedures for electronic data processing and computer systems operations and development,
- Met with managers to discuss system requirements, specifications, costs and timelines,
- Controlled computer systems budgets and expenditures,
OPerations Supervisor
Multichoice (DStv)
02.2011 - 02.2012
- Ensured CSR answer inbound calls both in timely and professionally manner. Reduced average handling time t 4 minutes from 7 minutes.
- Utilized effectively Call Center PBX reports to optimize performance,
- Utilized CSRs effectively, particularly during peak periods, including temporary redeployment to busy workstations,
- Monitored of projects tasked to CSRs ensuring successful and timely completion,
- Prepared monthly CSRs roster, Ensuring shifts are manned adequately as required,
- Liaised with service desk in South Africa on IBS issues such as data line break down and IBS related queries,
- Liaised with command centre for any signal issues, Counter check reconciled BDS from cashiers before submission to finance department,
- Daily preparation of appropriate file for subscription renewal reminders via SMS,
- Sold product and place customers' orders in computer system,
- Upselled of products and services,
- Attended walk in subscribers who want to see supervisor,
- Timely monthly submission of Ops reports,
- Identified, researched and resolved customer issues using computer system,
- Researched on billing issues and misallocated payments,
- Disconnected and reconnecred accounts as per company procedures,
- Providedon job training for new recruits.
Team Leader-Customer Technical Support
Satcom Networks Africa
01.2010 - 01.2011
- Assisted Customers to resolve Citrix and VPN connectivity problems,
- Assisted TSE(s) in (installations, configurations,testing and troubleshooting) of systems,
- Updated Soft-tech and Satconet websites, 4. Daily inspection of customer(s) hosted email servers,
- Assisted in monitoring customers' and In-House systems and networks,
- Assisted in on-line and on-site troubleshooting, 7. Assisting in checking VSAT alarms (C-Band and KU-Band),
- Managed day to day operations and problem solving of team,
- Maintained troubleshooting standards and procedures,
- Problems ownership and solution provider, 11. Making sure issues are finalized in time, Conduct trainings to TSE(s),
- Educated customers regarding expectations,
- Managed adherence to benchmarks, and Compiling weekly and monthly reports.
Customer Care Team Leader
Vodacom Tanzania LTD
06.2008 - 12.2009
- Assisted in Blackberry BIS and BES configuration and Monitoring,
- Managed team of 20 customer care agents, provision of training and coaching,
- PDP at Data Centre and IT & Billing,
- Assisted in acquisition of new customers,
- Contributed to customer service by assisting agents to solve or escalate queries,
- Managed agent work force schedules,
- Created and implemented of staff development plans,
- Supported line management in meeting operational and strategic challenges,
- Liaised with trainers in writing materials for new training programs
Service Delivery Manager
Standard Chartered Bank-
06.2006 - 09.2007
- Supervised bank clearing processes,
- Supervised operations of 24-hour customer service desk staffed by 12 team members.
- Prepared and managed staff roster and training needs,
- Ensured monthly groceries are in place,
- Monitored branch security and management of network server,
- Ensured Branch network is appropriately working,
- Authorized USERS to access their PCs and perform system BACKUP daily,
- Desktop management and software installations, hardware support,
- Attending to all system queries at branch,
- Performed Start and End of Day of banking system,
- Responsible for any IT issue at branch,
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff
Data Manager
Kilimanjaro Christian Medical Centre
01.2005 - 05.2006
- Tested modifications made to the database system,
- Designed databases and ensuring they meet requirements for the entry and reporting of clinical data,
- Desktop management, Hardware and software Support,
- Ensured centre network is appropriately working,
- Authorized USERS to access their PCs,
- Attended to all system queries at the center,
- Performed database cleanup,
- Managed data entry clerks,
- Produced reports on status of data collection
- Designed and implementing system security
Coordinator for Ophthalmic Resource Centre for Eas
Kilimanjaro Christian Medical Centre
08.2003 - 01.2005
- Maintenance of ORCEA’s Website , 2. Management of the database and Internet servers,
- Performed system BACKUP daily,
- Center administration,
- Teaching of ICT to MMed Residents and AMO-Students,
- Health information Management and Dissemination,
- Prepared of reports and other written materials to promote the use of the centre to individuals in region and internationally (brochures, flyers,banners and newsletters),
- Assisted local users in finding relevant information for their study,
- Assisted long distance users in region (Egypt to Malawi) by providing relevant information
Education
Master of Science - Computer Science
Blekinge Institute of Technology
Karliskrona, Sweden03.2013
Postgraduate Diploma - Scientific Computing
University of Dar
Dar Es Salaam, Tanzania12.2008
Bachelor of Education - Science
University of Dar Es Salaam
Dar Es Salaam, Tanzania11.2003
Skills
- Call Center Operations
- Service Desk Team Management
- Customer Service Expertise
- Desktop Support
- Voice and Data Service Migration
- Staff Training
- Support Ticket System Management
- Workforce Planning
Timeline
Freelancer- Customer Technical Support
InDrive
02.2022 - 06.2023
BPO Services And IT Manager
RNR Business Solutions
03.2021 - 01.2022
Head of Information Technology
Galsport Betting
08.2018 - 02.2021
Call Center Systems Manager
OffGridElectric
06.2014 - 07.2018
OPerations Supervisor
Multichoice (DStv)
02.2011 - 02.2012
Team Leader-Customer Technical Support
Satcom Networks Africa
01.2010 - 01.2011
Customer Care Team Leader
Vodacom Tanzania LTD
06.2008 - 12.2009
Service Delivery Manager
Standard Chartered Bank-
06.2006 - 09.2007
Data Manager
Kilimanjaro Christian Medical Centre
01.2005 - 05.2006
Coordinator for Ophthalmic Resource Centre for Eas
Kilimanjaro Christian Medical Centre
08.2003 - 01.2005
Master of Science - Computer Science
Blekinge Institute of Technology
Postgraduate Diploma - Scientific Computing
University of Dar
Bachelor of Education - Science
University of Dar Es Salaam
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