Salum Kaporo

Salum Kaporo is the Country Manager for Tanzania at MarketForce. Salum has over 20 years of experience in customer service and has strategically led and developed a senior operational management team to enhance performance by setting clear accountable performance measures. Salum is responsible for Profit and Loss, or Profit Centre,Cost Centre Budgets, and has improved NPS (Net Promoter Score)– : (CSAT )Customer Satisfaction, or other Customer Metric. Salum has also been successful in reducing the cost of customer service.

Empowering and Engaging the Customer Service Team is something they are passionate about, as well as enhancing the first Call Resolution. Salum is always looking for new ways to serve the customer better by identifying new tools and technologies. Salum uses Customer Insight and Root Cause Analytics to identify company wide improvements and presents these to the Board ,Senior Stakeholder Peers. Salum is also the Voice of the Customer across the organisation.

Salum is accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues. Another one of their responsibilities is to define, negotiate and agree the effective utilisation of resource in line with service specifications, working with, or being responsible for resource planning and MI teams to plan the required resource in conjunction with business objectives and service level agreements.

Salum works effectively with all peers and the board,stakeholders Commercial and Finance, Marketing, Operations to negotiate and influence customer improvements. Salum is always looking for ways to improve and embed successful change projects.

Salum Kaporo's educational career would involve studying information and communication technology at the National Institute of Transport. This would prepare him for a career in business, management, marketing, and related support services.

Salum Kaporo works with Ore Omolaja - Country Manager, Nigeria, Roy Njoka - VP, Partnerships & Financial Services, and Winnie Muriithi - Head of Retail Sales. Salum Kaporo reports to Tesh Mbaabu, Co-Founder & CEO.