Ian Sila
Nairobi
Summary
Able to learn new processes quickly and adapt to different customer and company needs. Hardworking, focused and diligent with good people and problem-solving abilities. Fluent in English.
Overview
9
9
years of professional experience
Work History
Call Center Representative
Virtual Staff UK
01.2024 - 11.2024
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Streamlined call flow processes for more efficient response times and increased productivity.
Delivery Driver Assistant
AO Electricals
10.2022 - 12.2023
- Continuously adapted to changes in routes or schedules due to unforeseen circumstances, ensuring minimal disruption in service levels.
- Participated in ongoing training opportunities provided by the employer, enhancing skillset relevant to the role of Delivery Driver Assistant.
- Maintained safety standards while assisting driver in maneuvering the vehicle through difficult routes or tight spaces.
- Contributed to overall team success by consistently meeting daily delivery targets and goals.
- Verified package information, cross-checking invoices to maintain accuracy throughout the delivery process.
- Enhanced customer satisfaction with prompt and courteous service during deliveries.
- Assisted driver in completing required documentation such as proof of delivery forms or incident reports when needed.
General Labourer
Optima Solutions
02.2022 - 08.2022
- Prioritised jobs effectively to meet daily construction deadlines.
- Kept building and construction areas clear and tidy, reducing site risks.
- Stored building materials safely and securely, minimising damage and loss.
- Managed day-to-day labour duties including heavy lifting, goods transportation and site maintenance.
- Enthusiastically picked up various labouring and construction tasks across site to aid team success.
- Assisted project progress by providing reliable labouring support to various site teams.
Warehouse operative
DHL
09.2021 - 01.2022
- Picked orders and prepared them for delivery from the depot.
- Picked, packed and dispatched high-volume orders, consistently exceeding warehouse performance targets.
- Completed work following safety rules for best working practices.
- Maintained high levels of cleanliness in working areas, meeting compliance standards for health, safety and hygiene regulations.
- Listened closely to instructions, carrying out fast-paced picking and packing in line with targets.
- Minimised product damage, ensuring goods were correctly handled and stored to task specifications.
- Independently worked through high-volume orders using initiative and self-motivation, consistently hitting deadline targets.
Fundraising Assistant
Wesser
07.2021 - 09.2021
- Managed Just Giving pages to facilitate digital fundraising and consistently meet fundraising targets.
- Acted as first point of contact to potential donors, providing details and support online, by telephone and on social media channels.
- Practised solution-based thinking to organise fundraising activities without being able to host large-scale events.
Club promoter
Insta nights
01.2019 - 07.2021
- Scheduled appointments with potential customers for product installation.
- Used outstanding communication and interpersonal skills to quickly build positive customer relations for effective deal closing.
- Addressed prospect concerns and utilised persuasive techniques to turn patrons into paying, satisfied customers.
- Utilised outstanding product knowledge to guide customer decision-making.
Cyber Café Assistant
IAN SILA
05.2016 - 08.2017
- Processed cash and card payments promptly, minimising customer waiting times and enabling swift table turnarounds.
- Assisted customers with menu selection, offering knowledge of current special dishes and personal recommendations to build rapport.
- Warmly greeted guests upon arrival to create welcoming atmosphere.
- Shared product knowledge to make targeted recommendations, upsell products and boost transaction value.
- Served high volumes of guests in fast-paced service environments with exceptional customer care.
- Served meals and drinks with professionalism and skill, maintaining high presentation and quality standards.
- Provided friendly, courteous service, maximising positive customer satisfaction ratings.
- Cleaned, sanitised and organised food storage racks and bins, maintaining exceptional hygiene standards.
Education
Certificate of completion; Mastering Digital Marketing- 33hrs (LinkedIn)- Online course. -
Linkedin Learning
Certificate of Completion; Become a Digital Marketing Specialist - 20hrs (LinkedIn) - Online course. Certificate of completion; Become a Marketing Specialist - 15hrs (LinkedIn)- Online -
LinkedIn Learning
Certificate of completion; Become a content strategist -18hrs (LinkedIn) - Online course. Certificate of completion- Project management Foundations-11hrs (Project management Institute)-Online course - Marketing
LinkedIn Learning
BEng - Civil engineering and Construction Management
University of Central Lancashire
06.2021
Diploma of Higher Education - Civil engineering and Construction Management
University of Central Lancashire
2021
Kenya Certificate of Secondary Education -
Pioneer School
11.2015
Skills
- Risk management
- Product scanning
- Warehouse operations
- Palletising
- Fast-paced picking and packing
- Manual handling
- Labelling
- Self-motivated
- Table service
- Waiting tables
- Café operations
- Team player
- Cash handling
- Outstanding customer service
- Cafe cleaning duties
- Marketing and advertising
- Customer engagement strategies
- Effective communication
- Building, Demolition And Renovation
- Reading Blueprints
- Scope Development
- Design And Planning
- Demolition
- Value Engineering
- Inspection Principles
- Osha Compliance
- Project Manager
- Change Orders
- Residential Construction
- Heavy Lifting
- Project Estimation And Bidding
- Construction Management
- Budgeting
- Commercial Construction
- Critical Thinkin
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Verbal and written communication
- Resolving issues
- Gathering information
- Quality control
Additional Information
- 4 RIDGE WAY
- Supported clients' needs on business related issues.
Personal Information
Name & contact
Timeline
Call Center Representative
Virtual Staff UK
01.2024 - 11.2024
Delivery Driver Assistant
AO Electricals
10.2022 - 12.2023
General Labourer
Optima Solutions
02.2022 - 08.2022
Warehouse operative
DHL
09.2021 - 01.2022
Fundraising Assistant
Wesser
07.2021 - 09.2021
Club promoter
Insta nights
01.2019 - 07.2021
Cyber Café Assistant
IAN SILA
05.2016 - 08.2017
Certificate of Completion; Become a Digital Marketing Specialist - 20hrs (LinkedIn) - Online course. Certificate of completion; Become a Marketing Specialist - 15hrs (LinkedIn)- Online -
LinkedIn Learning
Certificate of completion; Become a content strategist -18hrs (LinkedIn) - Online course. Certificate of completion- Project management Foundations-11hrs (Project management Institute)-Online course - Marketing
LinkedIn Learning
BEng - Civil engineering and Construction Management
University of Central Lancashire
Diploma of Higher Education - Civil engineering and Construction Management
University of Central Lancashire
Kenya Certificate of Secondary Education -
Pioneer School
Certificate of completion; Mastering Digital Marketing- 33hrs (LinkedIn)- Online course. -
Linkedin Learning
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