Cecilia Wanza Kamia
Customer Service Representative
Dubai
Summary
B2B / B 2CSales Professional with over 5 years of experience selling products and services to businesses.
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Team Lead
ATLAS GUERILLA L.L.C
01.2023 - Current
- Conduct calls, sell products/services, and manage customer concerns while maintaining records
- Foster relationships, ensure satisfaction, spot upselling opportunities, resolve issues, and keep detailed records
- Provide guidance, monitor performance, conduct training, and set targets
- Develop materials, onboard and train new members, and evaluate training
- Build and maintain strong customer relationships to establish trust and encourage repeat business.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Created detailed project plans outlining goals, timelines, resources, and budgets to ensure alignment with company objectives.
- Explored new tools and technologies that enhanced the capabilities of the team members while enabling seamless collaboration across departments.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Evaluated customer needs and feedback to drive product and service improvements.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Frequently inspected production area to verify proper equipment operation.
B2B Sales |Customer Service
Al MUMAYAZ INFORMATION SERVICES TECHNOLOGIE - ETISALAT CHANNEL PARTNER
1 2022 - 1 2023
- Prospect and contact potential customers through cold calls, networking, and referrals
- Secure appointments to discuss products or services
- Manage the entire sales process, from needs assessment to negotiation and closing
- Build and nurture client relationships for long-term success
- Achieve and exceed sales targets or quotas
- Maintain accurate records, stay informed about industry trends, and provide feedback and reports to the sales manager.
- Negotiated contracts for better pricing and terms, resulting in improved profit margins.
- Identified potential upsell opportunities to increase average deal size and maximize revenue potential.
- Increased sales revenue by developing and maintaining strong relationships with key clients.
- Streamlined sales processes to improve efficiency and reduce time-to-close for new deals.
- Analyzed competitor offerings to identify unique selling points and remain competitive within the market.
- Enhanced product knowledge by attending industry events, conducting research, and participating in ongoing training programs.
- Mentored junior sales representatives on best practices for prospecting, closing deals, and building long-lasting client relationships.
- Consulted with businesses to supply accurate product and service information.
- Contributed to event marketing, sales and brand promotion.
- Maintained current knowledge of evolving changes in marketplace.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Negotiated prices, terms of sales and service agreements.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Drove store revenue by offering customers accessories and related purchases to complete selections.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
Customer Service Officer
Global Entrepreneurship Summit
01.2019 - 10.2019
- Welcomed attending dignitaries and ensured they were comfortably ushered into the summit
- Efficiently managed seating arrangements for the guests, resulting in a 98% satisfaction rate among guests
- Addressed and resolved all queries from guests to their satisfaction, resulting in a positive experience for all attendees
- Maintained a professional and welcoming demeanor throughout the summit, ensuring a positive image of the organization
- Coordinated with event staff to ensure the smooth execution of the summit, resulting in a 100% successful event.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
Customer Service Officer
680 HOTEL
01.2017 - 12.2017
- Delivered exceptional customer service to hotel guests, resulting in consistently high customer satisfaction ratings
- Managed guest inquiries and complaints, resolving issues promptly and efficiently to ensure a positive guest experience
- Processed reservations and check-ins/check-outs accurately and efficiently, maintaining accurate records and ensuring guest privacy
- Provided guests with information about hotel amenities, services, and local attractions, demonstrating a strong knowledge of the area and the hotel's offerings
- Collaborated with other hotel staff to ensure smooth operations and delivery of excellent service to guests.
- Responded to customer calls and emails to answer questions about products and services.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Communicated with clients regarding account services, statements, and balances.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Answered constant flow of customer calls with minimal wait times.
Education
Bachelor's degree -
Kenya Utali Collage of Hotel Management
Certification - undefined
German Language Goethe Institute
O Levels - undefined
High School
Skills
Brand representation
Organizational Leadership
Product and service knowledge
Service upselling
Inbound call answering
Problem resolution
Innovation and Creativity
Complaint Resolution
Customer service excellence
Complaint escalation
Guest Services
Client communication
Staff training
Call center procedures
Team development
Advanced: Microsoft Office (Excel, Project, Outlook & PowerPoint)
CRM Systems
Written, spoken and reading proficiency in English language
Excellent communication and customer service skills
Goal oriented and result driven
A quality leader and strong competence in team tasks
Flexible at work, ready to learn new skills and able to multi-task
Able to complete tasks with minimum or no supervision
Extensive working knowledge in a Multicultural environment
Impeccable customer service and social perceptiveness
Ability to evaluate customer satisfaction and responsiveness
Performance Improvement
Regulatory Compliance
Key Performance Indicators
Stakeholder Management
Diversity and Inclusion
Corporate Social Responsibility
Financial Acumen
Invoice Verification
Languages
English
German
Timeline
Team Lead
ATLAS GUERILLA L.L.C
01.2023 - Current
Customer Service Officer
Global Entrepreneurship Summit
01.2019 - 10.2019
Customer Service Officer
680 HOTEL
01.2017 - 12.2017
B2B Sales |Customer Service
Al MUMAYAZ INFORMATION SERVICES TECHNOLOGIE - ETISALAT CHANNEL PARTNER
1 2022 - 1 2023
Bachelor's degree -
Kenya Utali Collage of Hotel Management
Certification - undefined
German Language Goethe Institute
O Levels - undefined
High School