GURACHA ALI ADAN
ISIOLO
Summary
Results-driven Customer Service Manager skilled in maintaining high productivity and efficiency. Specializes in conflict resolution, team leadership, and exceeding customer satisfaction goals. Experienced in developing effective strategies to improve customer satisfaction rates and foster loyalty.
Overview
17
17
years of professional experience
Work History
Customer Service Manager
Grande Hotel Isiolo
ISIOLO
03.2020 - Current
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Provided exceptional customer service to ensure customer satisfaction.
FUEL STATION CUSTOMER SERVICE MANAGER
TROJAN INTERNATIONAL LIMITED
MBALE
12.2015 - 01.2020
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Researched industry best practices in order to develop innovative approaches towards improving efficiency within the Customer Service Department.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Evaluated employee job performance and motivated staff to improve productivity.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
RELATIONSHIP OFFICER
FIRST COMMUNITY BANK CAPITAL
NAIROBI
10.2014 - 10.2015
- Led training sessions for junior relationship managers on client service best practices.
- Established strong relationships with clients through regular, personalized communication.
- Performed credit analysis of customer profiles and portfolios, ensuring adherence to credit policies.
- Analyzed client data to identify opportunities for cross-selling products and services.
- Conducted regular reviews of existing client relationships to ensure the highest level of service was provided.
- Developed strategies for enhancing customer loyalty through improved engagement initiatives.
- Ensured all regulatory requirements were met when dealing with clients' investments and transactions.
- Maintained detailed records of all communications with clients, including emails, phone calls, meetings, ensuring accuracy at all times.
- Attended networking events in order to establish contacts within the industry.
- Organized promotional campaigns targeted at increasing awareness about specific products and services among customers.
CUSTOMER SERVICE OFFICER
GULF AFRICAN BANK
NAIROBI
02.2013 - 09.2014
- Provided customer service in a courteous and professional manner.
- Resolved customer issues in an efficient and timely manner.
- Answered customer inquiries via telephone, email and face-to-face contact.
- Educated customers on products and services offered by the company.
- Maintained accurate records of customer interactions and transactions.
- Handled escalated customer complaints and disputes in a professional manner.
- Established trustful relationships with customers through effective communication skills.
- Managed daily operations of the Customer Service Department.
- Ensured compliance with applicable laws and regulations related to customer service activities.
- Trained new employees on company policies related to customer service practices.
- Handled fast-paced customer inquiries each day to consistently meet productivity and performance targets.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
CUSTOMER SERVICE ASSISTANT
GULF AFRICAN BANK
NAIROBI
05.2010 - 01.2013
- Greeted customers in a friendly manner and assisted with their inquiries.
- Assisted customers over the phone, providing helpful information regarding products and services.
- Resolved customer complaints promptly and professionally.
- Provided product knowledge to customers through effective communication.
- Developed relationships with repeat customers by recognizing individual preferences when possible.
- Collaborated closely with colleagues to meet customer needs.
- Consulted with customers regarding needs and addressed concerns.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Participated in training and other learning opportunities to expand knowledge of company and position.
- Met or exceeded customer service metrics by providing excellent customer support.
- Sold or recommended products or services to suit client needs.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Updated databases with new and modified customer data.
TELLER
GULF AFRICA BANK
NAIROBI
03.2008 - 04.2010
- Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
- Verified customers' identification to ensure compliance with laws and regulations.
- Balanced cash drawers on a daily basis.
- Provided exceptional customer service while accurately processing routine transactions.
- Assisted customers in opening new accounts and completing required paperwork.
- Answered customer inquiries regarding bank products and services.
- Explained account information to customers in detail as needed.
- Processed wire transfers for customers both domestically and internationally.
- Cross-sold additional bank products when applicable to meet customer needs.
- Maintained confidentiality of all customer records and information according to company policies.
- Handled large volumes of currency quickly and accurately with minimal errors.
- Identified fraudulent activity or suspicious behavior immediately reported it to management.
- Adhered strictly to all security procedures related to handling money at the teller window.
- Continuously updated knowledge about banking products, services, policies and regulations.
- Maintained confidentiality of bank records and client information.
Education
ACCA FOUNDATION -
ORBIT COLLEGE OF BUSINESS AND MANAGEMENT
NAIROBI, KENYA06.2015
Bachelor of Business Administration and Management -
UGANDA MARTYRS UNIVERSITY
KAMPALA, UGANDA05.2004
INTERNATIONAL BACCALAUREATE -
WATERFORD KAMHLABA
MBABANE, SWAZILAND12.2000
KENYA CERTIFICATE OF SECONDARY EDUCATION -
DAGORETTI HIGH SCHOOL
NAIROBI, KENYA12.1997
Effective Customer Care Skills Training -
Marketing and Training Consultants Limited
NAIROBI, KENYASkills
- Excellent analytical skills
- Excellent computer operating knowledge
- Customer-focused
- Great team player
- Ability to motivate colleagues
- Ability to work under pressure
- Excellent interpersonal skills
- Excellent communication skills
- Staff Training and Development
Referrence
- Mohammed Abdi Ibrahim, Enterprise Development Fund Manager, Isiolo County Government, P O BOX 36, Isiolo, Kenya, 60300, 0727350060
- Hussein Godana, Branch Manager, Gulf African Bank, P O BOX 43683, Nairobi, Kenya, 00100, 0720817558
- Steven Kimwele, Managing Director, Grande Hotel Ltd, P O BOX 542, Isiolo, Kenya, 0710979672
Timeline
Customer Service Manager
Grande Hotel Isiolo
03.2020 - Current
FUEL STATION CUSTOMER SERVICE MANAGER
TROJAN INTERNATIONAL LIMITED
12.2015 - 01.2020
RELATIONSHIP OFFICER
FIRST COMMUNITY BANK CAPITAL
10.2014 - 10.2015
CUSTOMER SERVICE OFFICER
GULF AFRICAN BANK
02.2013 - 09.2014
CUSTOMER SERVICE ASSISTANT
GULF AFRICAN BANK
05.2010 - 01.2013
TELLER
GULF AFRICA BANK
03.2008 - 04.2010
ACCA FOUNDATION -
ORBIT COLLEGE OF BUSINESS AND MANAGEMENT
Bachelor of Business Administration and Management -
UGANDA MARTYRS UNIVERSITY
INTERNATIONAL BACCALAUREATE -
WATERFORD KAMHLABA
KENYA CERTIFICATE OF SECONDARY EDUCATION -
DAGORETTI HIGH SCHOOL
Effective Customer Care Skills Training -
Marketing and Training Consultants Limited
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