Osman Bwanali

Connections 20

os***li@gmail.com

Skills

customer engagement
8
Marketing & Public Relations
8
Teamwork
8
Clients Relationship Management (CRM)
9
Customer Service and Support
10
Communication and Journalism
9
Basic Computer Operations
9
P/RELATIONS SPECIALIST & REPUTATION MANAGEMENT
8

Experience

Osman Bwanali

Work experience

Customer Engagement Associate at One Acre Fund

September, 2014 - March, 2024
Fulltime

Accurately diagnosing client complaints, recording them with associated collaborators in the database, and taking appropriate actions to all complaints.
Developing and implementing customer care strategies to promote products or services and conducting market research to identify client needs and preferences.
Developing and maintaining clear customer service goals, plans, and timelines to facilitate overall organization objectives and utilize existing business resources to create new business opportunities.
Establishing and maintaining strong relationships with clients, partners, and key stakeholders to drive business growth and ensure customer satisfaction.
Collaborating with cross-functional teams to develop and execute strategic business plans and marketing initiatives to meet company objectives.
Creating and managing marketing campaigns, including advertising, social media, and email marketing, and analyzing data to measure the effectiveness of marketing campaigns and adjust strategies accordingly
Support the teams’ client engagement strategy by maintaining customer service materials, including digital and social media platforms, and planning client events and seminars.
Identifying needs and opportunities and providing relevant information to the manager to facilitate the team's ability to develop activity ideas that align with the Core Program.
Calendaring and making outreach calls and providing reports as requested
Analyzing the outreach call data and providing a breakdown of responses to inform decision-making and action from stakeholders.
Assist in designing client protection and customer experience surveys, perform basic data analyses, and prepare reports.
Build and maintain strong relationships with clients and establish a two-way communication where clients reach out to the organization through hotlines.
Collaborate with cross-functional teams to develop and implement customer engagement plans.
Develop and strengthen team relationships within the customer engagement section and other departments.
Handling all client complaints and client relationship management

Osman Bwanali

Work experience

Community Mobilizer/ Research Assistant at Invest In Knowledge Initiative

February, 2013 - February, 2014
Parttime

Supported the mobilization of communities including the targeted respondents to participate in their productive/HIV Aids survey.
Conducted local outreach activities to encourage survey participation
Prepared and conducted initial meetings with community leadership
Designed and implemented outreach activities to provide the inputs program coordinator
Collect and analyze information to map numbers, locations, and other data of security and justice institutions within the
target region;
Assessments in target areas to inform program development and implementation utilizing tools developed by Community
Security and Social Cohesion Specialists and other rule of law and community security personnel o
Identify communities with particular needs and vulnerabilities where Project activities should be prioritized in keeping with the program implementation strategy
Provide technical advice to local communities to assess and prioritize key threats to community security and help them develop plans to respond at the local level to enhance security and access to justice;
Prepare the work plan for all community mobilization activities. The content of community mobilization
activities

Osman Bwanali

Work experience

Data Management Supervisor at Malawi National Examinations Board (MANEB)

January, 2009 - November, 2012
Fulltime

Supervising a team of data entry operators and ensuring that they are meeting productivity and accuracy targets.
Training new data entry staff and providing ongoing support and guidance to existing team members
Developing and implementing data entry procedures and best practices to improve efficiency and accuracy.
Monitoring the quality and accuracy of data entered into the system and conducting regular audits to ensure data integrity
Coordinating with other departments to ensure that data entry processes meet the needs of the organization
Troubleshooting any issues or errors that arise during the data entry process and implementing solutions to prevent
reoccurrence
Providing regular performance feedback and conducting performance evaluations for data entry staff.
Maintaining and updating data entry systems and software to ensure they meet the organization's requirements.
Ensuring compliance with data protection and privacy regulations in all data entry activities.