Experience

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  Movitel s.a

  Jan 2012 - Nov 2013

  Radio planning, optimization and frequency technician

  1. Ensure radio planning and network frequency optimization.

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  Vodacom

  Jan 2015 - Dec 2015

  Quality assurance auditor

  1. Objectively review and implement Internal Alignment of policies, processes and procedures;2. Call process and procedure analysis; 3. Identification of missing processes and procedures to be created by the competent areas4. Confirmation of the profiles of each Agent tool is adequate and sufficient for service;5. Analysis of Service Level Agreements;6. Preparation of weekly reports of each audited area and monthly report of the activities done.

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  Vodacom

  Jun 2016 - Aug 2017

  Customer experience specialist

  1. Involve Customers in the Identification of their issues, in the conception of the solutions, testing, implementation and assessing the implemented solutions, through implementation of Human Centered, Combine convergent and divergent Phases, create interactive problem Solving that are essentially Outside-in. 4 stages to respect in this Process: Discover, Define, Design and Destil;2. Monitor and report voice of customer in real-time from across physical and digital channels;3. Discover customer and business needs through contextual inquiries, qualitative and quantitativeresearch, and identify solutions to meet those needs;4. Define projects and initiatives to fuse customer centricity and the voice of the customer into existingprocesses and the creation of new processes;5. Collaborate with business leaders and identify necessary initiatives and capabilities to bridge gaps;6. Implement policies and procedures, determining and recommending areas for improvements. Show less

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  Vodacom mozambique

  Jan 2017 - Feb 2023

  Customer experience supervisor

  1. Measuring the CX impact of all identified Customer Pain Points ad well as all new implemented Service through CX assessment;2 . Ensure implementation of all CX initiatives with all relevant stakeholders;3. Maintain reports and tracking related to call monitoring, including analyzing and communicating trends to provide insight. 4. Identifies and shares best practices. Performs quality reviews; monitors inbound and/or outbound calls to analyze and evaluate established metrics, including but not limited, to call process measurements, accuracy of information provided, tone of employee, effective call management, and demonstrated professionalism.5. Documents quality issues and performance measures for management review; analyzes results and recurring trends; provides feedback to management concerning these findings.6. Demonstrates, advocates, and reinforces a positive team environment, professionalism, and the need to present a positive image of the company when interacting with customers.7. Complete quality projects designed to measure business compliance with certain regulatory requirements as needed. Show less

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  Multichoice group

  Jan 2023 - now

  Customer expirience coordinator & ux/ui product enthusiast