REGINA MWANDOE
Mombasa
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Executive
Diamond Shipping Services Limited (MSA)
01.2015
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Explained benefits and advantages of different product and service offerings to customers.
- Consulted with customers regarding needs and addressed concerns.
- Contacted supervisor immediately when issues required escalation to avoid lost revenue.
- Applied product, industry and market knowledge to develop customized recommendations for individual customer needs.
- Avoided payment errors by carefully implementing all credit and debit card data into system.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Monitored customer feedback regularly to identify areas for improvement in services offered.
- Tracked customer complaints and followed up to ensure resolution was achieved.
- Provided prompt and courteous service to customers via phone, email, and chat.
Receptionist and Customer Service
Bollore Africa Logistics (formerly SDV Transami)
01.2012 - 01.2015
- Scheduled and confirmed appointments.
- Answered and directed incoming calls using multi-line telephone system.
- Served visitors by greeting, welcoming and directing to appropriate personnel.
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Sorted incoming mail and directed to correct personnel each day.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
- Supervised setup of conference rooms for meetings and office events in common areas.
- Compiled data from various sources into organized reports for management review.
- Performed data entry tasks into various computer systems accurately and promptly.
Merchandiser
Kenya Meat Commission (K.M.C)
01.2010 - 01.2011
- Stocked and rotated shelves and built displays to deliver results for stores and suppliers.
- Scanned shelves and product cases for expired stock to discard outdated items.
- Arranged items in favorable positions and areas of store to attract customers and optimize sales.
- Examined stock to verify conformance to quality specifications and took pride in products being distributed.
- Collaborated with suppliers, manufacturers and retailers to properly execute merchandising plans.
- Performed regular price checks on select items throughout the store location.
- Organized displays according to company standards and specifications.
Education
Bachelor of Arts - Business Administration
Mombasa Technical Training Institute
Mombasa11-2008
High School Diploma -
St Charles Lwanga
Mombasa11-2005
Skills
- Account Management
- Customer Relationship Management
- Queue management
- Shipping coordination
- Presentation Skills
- Call Control
- Shipment Tracking
- Returns processing
Added Advantage
WORKED IN MOMBASA WEST DEANARY CATHOLIC SENIOR YOUTH GROUP
Personal Attribute
READY TO WORK, LEARN AND PERFORM ANY DUTY, COMPETENT PERSON WILLING TO OFFER QUALITY SERVICE. CAN WORK WELL UNDER MINIMUM SUPERVISION OR NO SUPERVISION
Cell Phone No
0720-023 028
Education Background
BOMU PRIMARY SCHOOL, KENYA CERTIFICATE OF PRIMARY EDUCATION, ST. CHARLES LWANGA, C (PLAIN), COMPUTER FOR SCHOOLS OF KENYA (CFSK), MOMBASA TECHNICAL TRAINING INSTITUTE, BUSINESS ADMINISTRATION
Personal Information
- ID Number: 25108608
- Date of Birth: 08/19/87
- Gender: FEMALE
- Nationality: KENYAN
- Marital Status: MARRIED
- Religion: CHRISTIAN
References
- MR. ANDREW MWANYIKA MWADIME, PORT OPERATIONS MAERSK, 0721 229011
- MISS. EDDAH MNG’ANG’U, SUPERVISOR DIAMOND SHIPPING SERVICES LTD, 0725583132
- KELVIN KIGUMI, DIRECTOR CRISPOL EA, 0720597788
Hobbies and Interests
- TRAVELLING
- MEETING PEOPLE
- READING
Languages
KISWAHILI, ENGLISH & TAITA
Certification
- Licenced driver
Languages
English
First Language
Timeline
Customer Service Executive
Diamond Shipping Services Limited (MSA)
01.2015
Receptionist and Customer Service
Bollore Africa Logistics (formerly SDV Transami)
01.2012 - 01.2015
Merchandiser
Kenya Meat Commission (K.M.C)
01.2010 - 01.2011
Bachelor of Arts - Business Administration
Mombasa Technical Training Institute
High School Diploma -
St Charles Lwanga
- Licenced driver
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