VELDA ZAWADI OPIYO
Customer Service Professional
Summary
Professional with strong background in customer service, ready to deliver impactful results. Capable of handling complex customer interactions with empathy and efficiency, adept at problem-solving, and skilled in communication. Valued team player known for adaptability and fostering collaborative environments. Proficient in conflict resolution, CRM systems, and multi-channel support.
Overview
13
13
years of professional experience
Work History
Communications Intern
Spur Afrika
05.2024 - 12.2024
- Prepared social media posts and videos with eye for viral content strategies.
- Participated in brainstorming sessions for campaign ideation, contributing innovative ideas that aligned with business objectives.
- Gathered information on customer opinions and adjusted plans to capitalize on current trends.
- Managed social media accounts to drive growth and enhance brand reputation.
- Assisted with marketing strategy development to increase public awareness and customer engagement.
- Assisted in the development of internal and external communication strategies, resulting in improved stakeholder relations.
- Edited written materials for consistency, clarity, grammar, and punctuation while adhering to company style guidelines.
- Developed campaigns to increase public awareness of company and engage customers.
- Helped with photo and video production and performed visual and sound editing tasks.
Customer Sales Assistant
Dubai Bulls
11.2021 - 03.2022
- Supporting the sales team by assisting in administrative tasks such as preparing sales materials, generating reports, and maintaining databases.
- Building and maintaining relationships with clients or prospects by engaging in follow-up activities, and gathering information that will help in the sales process.
- Developing and executing sales strategies.
- Identifying potential opportunities and contributing to the planning of sales campaigns.
- Provided excellent customer service skills to existing clients and potential clients as well.
- Trained and mentored new members of the sales team, helping them to develop sales skills.
Research Assistant
DECIBELS
09.2020 - 10.2021
- Designing and implementing data collection methods.
- Collecting and recording data from various sources, such as surveys, interviews, observations, and online databases.
- Good understanding of, and sensitivity to, key populations' cultural dynamics and worldviews.
- Organizing and maintaining the database.
- Clean and pre-process raw data, and make it ready for analysis.
- Perform data entry tasks to input collected information correctly.
- Assisting in the literature review, background research, and supporting research projects.
- Summarizing and analyzing research findings to inform project development.
- Ensure data privacy and security compliance with relevant regulations.
- Assist in project planning and scheduling.
- Community-based research for public health and clinical studies.
- Conducting research with key populations.
Admin/Customer
ADIS GROCERY
01.2019 - 08.2020
- Built and maintained a strong interpersonal relationship with my colleagues and customers.
- Streamlined work procedures ensure effective implementation.
- Developed a comprehensive training plan for my team, and motivated them, thus enhancing better work results.
- In charge of recruitment and training.
- Successfully kept detailed records of employee performance.
- Ensured high standards were maintained in the delivery of service to clients.
- Successfully resolved customer complaints and provided a win-win situation.
- Managing the facility daily and acting as the face of the company, especially during the absence of project managers.
Customer Service Agent – OJT
KENYA AIRWAYS - KQ
12.2011 - 04.2012
- Meet and Greet service for all customers on arriving flights.
- Escort service for special group customers such as VIPs, Unaccompanied Minors, Handicapped Passengers, etc.
- Passenger check-in and facilitation for transfers.
- Document checks for compliance.
- Maintained an above-average performance and delivered the required service level in target areas such as service turnaround times for check-in, on-time closure of flights checked in, etc.
- Resolving customer problems, such as providing service recovery assistance to misconnecting passengers, etc.
- All this was possible due to my hospitality orientation, communication skills, and ability to work under pressure, among others.
Education
Certificate - Secondary Education
GREENVILLE HIGH SCHOOL
01.2004
Bachelor of Arts - Communications
St. Paul's University
Nairobi, Nairobi Province, Kenya 04.2001 -
Diploma - Customer Service
Kenya Airways Training School Pride Center
Nairobi, Nairobi Province, Kenya 04.2001 -
Certificate - German Language
Goethe Institut
Nairobi, Nairobi Province, Kenya 04.2001 -
Skills
- Highly organized
- Self-motivated
- Ability to prioritize workflow
- Service-oriented
- Ability to integrate information and resources
- Excellent communication skills
- Experiential knowledge of Human Resources operations
- Rational decision maker
Recreational Interests
- Participating in interactive outdoor activities
- Making friends
- Volunteering for community social responsibility programs
- Traveling
References
- Lydia Mbotela, Relief Station Manager, Kenya Airways, 0722370398.
- Titus Hinga Njoroge, Head Paramedic, Aspen Medical/UNSOS, +254735942989, hingaism@hotmail.com
- Abraham Essuman, Associate Resident Pastor, Revival Power Ministries, +255692562221, abrahamessuman444@gmail.com
Timeline
Communications Intern
Spur Afrika
05.2024 - 12.2024
Customer Sales Assistant
Dubai Bulls
11.2021 - 03.2022
Research Assistant
DECIBELS
09.2020 - 10.2021
Admin/Customer
ADIS GROCERY
01.2019 - 08.2020
Customer Service Agent – OJT
KENYA AIRWAYS - KQ
12.2011 - 04.2012
Bachelor of Arts - Communications
St. Paul's University
04.2001 -
Diploma - Customer Service
Kenya Airways Training School Pride Center
04.2001 -
Certificate - German Language
Goethe Institut
04.2001 -
Certificate - Secondary Education
GREENVILLE HIGH SCHOOL
Similar Profiles
Joyhner IrunguJoyhner Irungu
Credit Analyst at Liberty Afrika Technologies LimitedCredit Analyst at Liberty Afrika Technologies Limited
Mark CookeMark Cooke
DIRECTOR at Ndoto AfrikaDIRECTOR at Ndoto Afrika
FATOU CISSEFATOU CISSE
Analyste En Investissement at Groupe AFRIKAAnalyste En Investissement at Groupe AFRIKA
Braeden MadoreBraeden Madore
Communications Intern at CompassCommunications Intern at Compass
Thomas ManatonThomas Manaton
Communications intern at Red BullCommunications intern at Red Bull