C U R R I C U L U M V I T A E

Name: Catherine Lucas Sambala
Date of Birth: March 7th 1984
Address: PO BOX 8055 Dar Es Salaam
Tanzania
Mobile: +255 755 075 407, +255 653 489 426, Alternative: +255 755 205 514 (Sr) Email:catherinesambala@gmail.com

CAREER OBJECTIVE

§	To impact positively on the core function of the organization in a progressive, transparent and professionally managed result- oriented  work  environment,  where  I  can  nurture  and  pursue my  career  objective  while  contributing  toward    organizational excellence
§	Working for an organization that calls for total dedication in providing unique customer experiences which initiate delicate decision that would increase productivity and success of the organization.
§	To use my knowledge and expertise to the company and society at large through working diligently for effective realization of the

Business objectives.

ACADEMIC BACKGROUND

S/NO	PERIOD	INSTITUTE	AREA OF SPECIALIZATION	AWARDS	

1	
2007-2011	University of Dodoma
( UDOM)	Bachelor of Arts in Public
Administration	Awarded a Certificate	

2	
2004-2006	Jitegemee JKT Secondary
School	History, Kiswahili, Language and
General Studies	ACSEE	

3	
2000-2003	Jitegemee JKT Secondary
School	Commercial subject	CSEE	
4	1993-1999	Ipogoro Primary School	General studies	Awarded a Certificate	

PROFESSIONAL QUALIFICATION

S/NO	PERIOD	INSTITUTE	AREA OF SPECIALIZATION	AWARDS	

1	2011	KCB Bank Tanzania
Ltd	Foundation Course in Banking Operations	Awarded	

2	2013	KCB Bank Tanzania
Ltd	Customer Service Fraud and Forgeries	On the job training	

3	2014	KCB Bank Tanzania
Ltd	Building rapport	On the job training	

4	2015	KCB Bank Tanzania
Ltd	Customer Service culture, listening Skills,
Team building and Negotiation skills	On the job training	
5	2016	Equity For Tanzania	Influencing Others	On the job training	

WORKING EXPERIENCE:
Currently working at Equity For Tanzania while supervising my own leather shoes business located at Dar es salaam Segerea. The trend of the business seems to be health while the challenging party of the business is on becoming financially sustainable. Iam working on different means to ensure the business is on the right track by getting the required machines for producing my own products hence I will be able to work on full time.

1.	2016 TO DATE

Organization	:	Equity for Tanzania
Position	:	Investment officer

Responsibilities:

§	Conducting weekly seminars for entrepreneurs.
§	Preparing financial models including development and review of investment appraisals and customer management.
§	Generation of sales from enquiry to applications
§	Strategic development of EFTA’s customer appraisal
§	Initially contribute to and then lead the development of the digitalization of EFTA’s due diligence to streamline processes

§	Develop and refine sector specific appraisal models to ensure consistency among EFTA’s due diligence.
§	Lead field visits across the region to assess EFTA’s appraisal process at ground level.
§	Conduct sector and portfolio wide analyses to ensure appraisals and portfolio health are aligned.
§	Training and Development of sales team on current and new product information.
§	Managing of delinquent loan and defaulters
§	Arrange weekly recovery meetings.
§	Obtain and compile copies of loan applicant’s credit histories, corporate financial statements and other financial information.
§	Review and update credit and loan files.
§	Administer loan agreements to ensure that they are complete and accurate according to policy.
§	Handle customer complaints and take appropriate action to resolve them.
§	Ensure proper risk grades and exposure strategies are assigned.
§	Managing relationship with the clients in order to reduce exposure to potential bad debt.
§	Attend any other duties assigned by the Branch Manager

2.	2013 TO 2015		
	Organization	:

Position	:	KCB Bank Tanzania Limited

Customer Service Supervisor	
Responsibilities:

§	Strong room custodian, custodian of bank keys.
§	Developing and training a focused team for delivering exceptional customer service.
§	Managing front office staff (customer service representative, cashiers and sales team) in handling customer’s complaints, calm angry customers, repair trust and locate resources for designing the best solution.
§	Conducting customer satisfaction survey for the purpose of identifying knowledge gaps from both employees as well as customers.
§	Consult with customers to evaluate needs and determine best option for consistently improving customer experiences.
§	Coordinating maintenance of office equipments.
§	Keep accurate records and document customer service actions and discussions.
§	Serve as a secretary for weekly customer service meetings.
§	Improve customer satisfaction and customer retention.
§	Prospecting for new clients for opening accounts and loan.
§	Vigilante frauds and forgeries and observe strictly the Banks rules and regulations including the duty of secrecy regarding the Bank Business and that of its customers.
§	Cross selling of banking Product through Sales Stimulation Program.
§	Ensure sales team and front office staff coordination for smooth transactions of customer’s accounts.
§	Ensuring timely scanning of customers mandate in the system.
§	Supervising front office staffs for complaint recording, solutions and feedback to the customer are being provided timely.
§	Problems are sorted on time and customers are well informed on their complaint status.
§	Prepare branded gift for customer service week.

3.	2011 TO 2012		
	
Organization
Position	
:	KCB Bank Tanzania Limited
:	Customer Service Representative	
	
Responsibilities:		
§	Problem resolution within the branch.
§	Prospecting for new clients for opening accounts.
§	Assist customer to fill account opening forms, Deposit slips, Withdraw slips and Western Union forms.
§	Sell business banking product within the region
§	Improve customer satisfaction and customer retention
§	Prepare and timely submit Customer Care Report after 15 days
§	Order ATM and Cheque book
§	Providing suggestion on the best way of ensuring Customers Retention Strategy
§	Sales Retention Strategy through SSP
§	Ensure compliance with Controls and Procedures on KYC and Cross border Account Opening referral
§	Ensure Customers mandates are up to date
§	Register customers complains, suggestions and make follow up

REFEREES:

Gertrude Gatty Magaria	3.	Protas Maro	
Service Quality and Compliance Manager		Lecturer	
KCB Bank Tanzania Limited		University of Dodoma	
P.O.Box 804		P.O. Box 259	
Dar Es Salaam		Dodoma	
Mobile: +255 754 589 288		Mobile: +255 713 459614	

1.

2.	Clement Mwanzalima	4.	Josephine Senzighe
Branch Manager	Senior Investment Officer, KCB Bank Tanzania Limited	Equity For Tanzania
P.O .Box 804	P.O.Box 2652
Dar Es Salaam	Morogoro
Mobile: +255 767 505 770	Mobile: +255 682 027 773

CERTIFICATION

I, Catherine Lucas Sambala certify that, to the best of my knowledge and believe that, this CV correctly describes me, my qualification and experience. I understand that, any willful misstatement described herein may lead to disqualification or dismissal if engaged.