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
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. -
Monitoring and Evaluation (M&E) Advisor/Coordinator at Namibia Global Fund Programme Management UnitMonitoring and Evaluation (M&E) Advisor/Coordinator at Namibia Global Fund Programme Management Unit