Summary
Overview
Work History
Education
Skills
References
Training
Languages
Specialskillsandexperience
Personal Information
Timeline
Generic
SARA NAUYOMA

SARA NAUYOMA

Windhoek

Summary

Skilled and result-driven Customer Service Supervisor with a background in managing customer service teams, ensuring high-quality customer interactions, and resolving complex customer complaints. Strengths include problem-solving capabilities, strong leadership skills, and the ability to implement effective customer service protocols. Previous work has resulted in improved team productivity, enhanced customer satisfaction rates, and streamlined service procedures.

Overview

25
25
years of professional experience

Work History

Supervisor: Student Liaison Coordinator

NAMIBIA STUDENTS FINANCIAL ASSISTANCE FUND (NSFAF)
Windhoek, Namibia
05.2013 - Current
  • Direct and supervise a team of 11 employees who provide Student Support Services and provide guidance and direction regarding job duties and responsibilities.
  • Evaluate employee performance through periodic reviews and document results, accordingly.
  • Conduct weekly meetings with team members to discuss upcoming tasks, and task progress, address issues, and plan future actions.
  • Ensure the accessibility, up-to-date, and availability of student information on the NSFAF MIS system.
  • Student Advocacy and Support: Manage the Division that acts as a primary point of contact for students to express their concerns, needs, or suggestions.
  • Facilitate clear and open communication between students, universities, and the Fund.
  • Event and Program Management: Organize and oversee events, workshops, or programs that address student needs, such as orientation programs, informational sessions, or academic support activities.
  • Monitoring and Reporting: Track student engagement and satisfaction, identify patterns or recurring issues, and report findings to the NSFAF administration with recommendations for improvement.
  • Advising and Counseling: Offer guidance to students on academic and personal matters, or refer them to appropriate support services within the institution or externally.
  • Assist in creating budgets for departmental expenses, including personnel costs.
  • Collaborate with other departments to coordinate workflow processes between teams.

Acting Manager Student Care Centre

NAMIBIA STUDENTS FINANCIAL ASSISTANCE FUND (NSFAF)
01.2018 - 12.2019
  • Manages and coordinates a centralized support service center that meets the full spectrum of NSFAF-based services/products.
  • Provides support to staff in efficiently dealing with all cases, being sure to build and expand their capacity/competency in dealing with unique cases.
  • Attend and respond to communications from the Namibian Diplomatic Missions abroad, in countries where the NSFAF beneficiaries are studying.
  • Compiles the quarterly reports on overall service levels and system efficiencies.

General Manager

HEFISA TRADING ENTERPRISE (FAMILY BUSINESS)
Windhoek
02.2010 - 04.2013
  • Managing staff, Operations, Marketing, and financial matters.
  • Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service, and sales.
  • Manages international business transactions and interacts with international service providers and suppliers.
  • Developed and implemented operational strategies to improve efficiency, reduce costs, and maximize customer satisfaction.
  • Resolved customer complaints quickly while maintaining high-quality standards of service delivery.

Cultural Affairs/Programming Assistant; Educational Advisor

U.S. EMBASSY
Windhoek
03.2004 - 01.2010
  • Planned, executed, implemented, and managed cultural exchange and grant programs for the Public Diplomacy Section.
  • Manage the International Visitor Leadership and Voluntary Visitor Programs, including the recruitment, selection, and the entire administrative process.
  • Served as an Educational Advisor, advising Namibian students on pursuing studies with possible funding opportunities in the U.S.
  • Manage and set up lectures, conferences, and speaker programs.
  • Maintain a network of contacts with influential decision makers, opinion leaders, Namibia's cultural and higher educational institutions officials, local print and broadcast media, and members of the private sector.

French and Spanish Consultant and Travel Agent

WILDERNESS SAFARIS
Windhoek
12.2003 - 02.2004
  • Correspond with and advise clients and tourist agencies in France, Switzerland, and Spain.
  • Organize and translate travel itineraries for clients.
  • Developed solutions tailored specifically to each client's unique needs while staying within their allocated budgets.
  • Professionally handled customer complaints to ensure satisfaction with the service provided.
  • Maintained up-to-date knowledge of airline regulations concerning ticketing procedures and restrictions.
  • Developed relationships with suppliers, including airlines, hotels, and tour operators, to secure discounted rates for customers.
  • Advised customers on necessary documents needed for international travel such as passport applications or visa requirements.
  • Provided detailed information about destinations such as climate conditions or points of interest at requested locations.

Secondary Education Teacher of French and Spanish

RAINNES FOUNDATION SCHOOL
London
09.2001 - 09.2002
  • Taught French & Spanish as a foreign language to grades 8 and 9 learners
  • Participated in educational school trips
  • Presented academic and behavioural reports to parents

Part Time French Teacher

FRANCO-NAMIBIAN CULTURAL CENTRE
Windhoek
09.1999 - 09.2001
  • Taught French as a foreign language to Namibians
  • Participate in French Cultural and Educational programs

Education

Masters of Business Administration -

UNIVERSITY OF SOUTH WALES
UK

Masters degree - Diplomatic Studies

UNIVERSITY OF WESTMINSTER
London, UK

French as a Second Language Teacher Certificate. -

UNIVERSITY OF FRANCHE-COMTE
Besancon, FRANCE

Higher Education Diploma (B Ed) -

UNIVERSITY OF NAMIBIA
Windhoek, NAMIBIA

Standard 10 (Gr 12) -

CONCORDIA COLLEGE
Windhoek, NAMIBIA

Skills

  • Customer Service Skills
  • Diplomatic Skills
  • Communication skills
  • Effective delegation skills
  • Networking and public relations skills
  • Foreign language skills
  • Presentation skills
  • Ability to work under pressure
  • Multi-tasking skills
  • Training and mentoring
  • Processes and procedures
  • Stakeholder Management

References

  • Mr. David Nathinge: Senior Manager of Operations, Namibia Students Financial Assistance Fund (NSFAF), 061 434 6009, 0811 495051, Email: David.Nathinge@nsfaf.na
  • Dr. Eino Mvula, Former Chief Operation Officer (COO), Namibia Students Financial Assistance Fund, Namibia, 0811470243
  • Dr Ndapewa Nakanyete, Senior Lectures, University of Namibia, telephone: +264 812394314

Training

  • Effective Supervisory Skills and Workload Management Training, Constancy Consultancy Services, Windhoek, Namibia
  • Regional Educational Exchanges Program Workshop, Johannesburg, South Africa
  • Regional Educational Advising Training, Addis Ababa, Ethiopia
  • Public Diplomacy Training, Foreign Service Institute, Washington D.C., United States of America
  • Emotional Intelligence Training ; October 2021
  • Conflic Management Training, September 2023
  • Customer Experience and Service Delivery Training, November 2024

Languages

Fluent, Fluent, Fluent, Good Command, Good Command, Good Command

Specialskillsandexperience

  • Customer Service Skills developed through assisting customers as Supervisor as well as Acting Manager at the Student Care Centre of NSFAF.
  • Diplomatic Skills developed through travelling to and interacting with the Namibian Foreign Ambassadors and other Diplomatic staff, where NSFAF beneficiaries are studying.
  • Communication skills through teaching, Diplomatic Officer and customer service Supervisor.
  • Effective delegation skills developed through supervising and guiding a team of staff members as an Acting Manager for Student Care Centre.
  • Networking and public relations skills developed through working with academics, politicians, business people, NGO managers and the general public at U.S Embassy.
  • Foreign language (Spanish and French) skills developed through extensive travelling to various countries worldwide.
  • Presentation skills through verbal, written and electronic presentations developed through vast experience of working within different set up.
  • Ability to work under pressure and with minimum supervision, developed through my experience gained as part of the team that established NSFAF as an independent institution.
  • Multi-tasking skills developed at the Public Diplomacy Section through involvement in various programmes at the US Embassy in Windhoek.

Personal Information

  • Citizenship: Namibian
  • Date of Birth: 10/06/73
  • Driving License: Code B

Timeline

Acting Manager Student Care Centre

NAMIBIA STUDENTS FINANCIAL ASSISTANCE FUND (NSFAF)
01.2018 - 12.2019

Supervisor: Student Liaison Coordinator

NAMIBIA STUDENTS FINANCIAL ASSISTANCE FUND (NSFAF)
05.2013 - Current

General Manager

HEFISA TRADING ENTERPRISE (FAMILY BUSINESS)
02.2010 - 04.2013

Cultural Affairs/Programming Assistant; Educational Advisor

U.S. EMBASSY
03.2004 - 01.2010

French and Spanish Consultant and Travel Agent

WILDERNESS SAFARIS
12.2003 - 02.2004

Secondary Education Teacher of French and Spanish

RAINNES FOUNDATION SCHOOL
09.2001 - 09.2002

Part Time French Teacher

FRANCO-NAMIBIAN CULTURAL CENTRE
09.1999 - 09.2001

Masters of Business Administration -

UNIVERSITY OF SOUTH WALES

Masters degree - Diplomatic Studies

UNIVERSITY OF WESTMINSTER

French as a Second Language Teacher Certificate. -

UNIVERSITY OF FRANCHE-COMTE

Higher Education Diploma (B Ed) -

UNIVERSITY OF NAMIBIA

Standard 10 (Gr 12) -

CONCORDIA COLLEGE
SARA NAUYOMA