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Summary

Dependable and experienced customer service associate, skilled in providing outstanding support and care for clients from diverse industries. I have exceptional problem solving and de-escalation abilities. I am currently seeking for new opportunities where I can utilize my over 10 years of experience where I can also learn new knowledge and skills

Work experience

Jun 2014Sep 2015

SERCO MELABS PROJECT, DUBAI UAE

Middle East Logistics and Base Support

As Contact Center Operator:

  • Managed front desk operations including the reception 
  • Coordinated, managed and tracked service and equipment requests from both Commonwealth and Serco staff.
  • Processed Commonwealth and internal staff requirements, ensured face to face inquiries as well as telephone and email inquiries were input into the CAFM explorer
  • Ensured that all MELABS standard operating procedures and quality systems were followed.
  • Processed complaints from both Commonwealth and internal staff Organized toolbox talks on work, health and safety for internal staff Prepared contact center weekly team meetings where procedures were refreshed.
  • Organized employee engagement meetings to identify problems among the staff and came up with solutions that were implemented to improve the working environment.
  • Updated procedures when called upon to do so. Managed the daily transport tasks for both the Commonwealth and internal staff. Organized the Commonwealth travel itinerary and arranged the concierge services at departure and arrival points.
Aug 2011May 2014

SERCO DUBAI METRO, DUBAI UAE

STATION ASSISTANT
  • Effectively communicated with the passengers and assist with adequate traveling information.
  • Provided ticket sales and responded to passenger enquiries and rendered appropriate assistance to passengers with special needs to ensure an easy, pleasant and comfortable travel for them.
  • Controlled passenger traffic in bottle neck areas in the station.
  • Monitored station equipment and facilities to ensure a safe environment for the passengers.
  • Delivered essential travel information to passengers in a timely and effective manner in the case of service disruption.
  • Promptly reported near misses or incidents to the immediate line managers to avoid accidents or incidents.
  • Perform and carry out station and train evacuation duties when called upon to so in the case of an emergency.
Dec 2008Apr 2011

INTERTWINED AFRICA,  NAIROBI KENYA

office administrator
  • Handled walk-in students and effectively provided information on examination requirements.
  • Responded to student inquiries and settled complaints and handled dissatisfaction details and provided assurance to students and guardians that their issues would be handled speedily.
  • Ensured timely delivery of the score reports to both the students and selected universities.
  • Provided information on university selection.
  • Filed company tax returns and dealt with council dues. Ensured the achievements of set sales target month to month.
Dec 2006Nov 2008

KENCAL EPZ LTD, NAIROBI KENYA

CALL CENTER REPRESENTATIVE
  •  *Provided accurate information to the customers on the various internet   plans.
    *Activated the internet connection for the customers as soon as the billing process was complete.
    *Upgraded existing customers to premier and faster internet plans.
    *Issued coupons to be used during service disruption.
    *Handled customer complaints and escalated the technical issues to the technical department.
    *Ensured the achievement of set monthly sales targets.
Jan 2004Nov 2006

 Nairobi Business Cyber, Nairobi Kenya

One world courier agent
  • Provided accurate information to the customers.
  • Ensured on-time delivery of packages to customers both locally and internationally. Ensure prompt action on customer queries.
  • Maintained contact with customers and obtained follow up business

Education

19992001

IMIS (Institute for the Management of Information Systems)

Oshwal College

Diploma Certificate

19941997

Kenya Certificate of Secondary Education

St. lucie kiriri secondary school

Mean Grade of C+