Willies Ondeko
Customer Support, Executive Driver, Administrator, Team Manager
Nairobi
Summary
Logical Customer Service,Team Manager,Executive Driver and Administrator bringing 7 years of experience consistently enhancing customer satisfaction. Poised when communicating with customers and vendors, analyzing, and resolving complex issues and documenting accurate notes of account interactions. Versatile professional comfortable working in high-volume, high-stress environment.
Overview
7
7
years of professional experience
Work History
CUSTOMER SUPPORT EXECUTIVE
Securex Agencies (K) LTD
11.2023 - Current
- Directly supported the marketing and communications department in correspondence and strategies
- Aiding in enforcing the corporate social media and communication policy
- Increased the company's revenue generation by over Kshs.40 Million through proactive maintenance requests and following up on renewable contracts
- Engaged over 100,000 followers with regular company updates and analyzed social media trends online
- Resolved over 100 issues and troubleshoot technical problems
- Provided proactive customer outreach, reducing the company's termination rates by over 30% in less than a year
- Received and handled customer complaints
- Enhanced stakeholder relationships through customer satisfaction calls and email correspondence.
- Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints
- Listened to customers' questions and concerns to provide answers or responses
- Provided excellent customer service by efficiently resolving issues and responding to inquiries
- Managed high-stress situations effectively while maintaining a calm demeanor and providing empathetic support to customers facing challenges or frustration
- Streamlined support processes for faster resolution times and increased customer loyalty
- Provided personalized support to customers by understanding their unique needs and preferences
- Developed strong relationships with clients, resulting in repeat business and positive feedback
- Reduced response times with effective prioritization of tasks and efficient time management skills
- Managed customer service effectiveness by monitoring performance and assessing metrics
- Collected customer information and analyzed customer needs to recommend potential products or services
- Collaborated with team members on continuous improvement initiatives, contributing to the overall success and growth of the customer support department
- Mentored junior team members to enhance their skills and improve overall team performance
- Collaborated with cross-functional teams to provide comprehensive solutions for complex customer issues
- Built strong relationships with field operations team to support business development opportunities and improve service
- Proactively identified potential issues by analyzing trends in customer feedback, leading to improvements in product offerings and user experience
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference
- Enhanced team performance by consistently meeting or exceeding individual and departmental goals
- Assigned and designated job territories to customer care staff according to performance and history
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction
- Facilitated timely resolutions by escalating urgent cases appropriately within the organization
- Delivered outstanding results under tight deadlines while maintaining a high level of professionalism and attention to detail
- Provided customers with updates and periodic statements on service developments and changes in trends
- Supported sales efforts through upselling products or services when appropriate during customer interactions, contributing to revenue growth
- Offered free products or services to pacify irate or unsatisfied customers
- Conducted surveys to determine customer opinion of products and services
- Assisted in creating comprehensive knowledge base articles for internal use as well as self-help resources available to customers online
- Assisted in the development of training materials for new hires, improving overall team competency levels
- Participated in ongoing professional development opportunities to stay current on industry trends and best practices for exceptional customer service delivery
- Served as a liaison between customers and other departments within the company to ensure seamless communication about important updates or changes impacting users
- Contributed to the implementation of new support software systems, optimizing workflows for better efficiency
- Devised recommendations to streamline and simplify customer support system and improve response time
- Followed up with customers about resolved issues to maintain high standards of customer service
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Employed comprehensive benchmarks to establish and monitor customer service standards
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Promptly responded to inquiries and requests from prospective customers
- Educated customers about billing, payment processing and support policies and procedures
- Responded proactively and positively to rapid change
- Investigated and resolved customer inquiries and complaints quickly
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Met customer call guidelines for service levels, handle time and productivity
- Developed and updated databases to handle customer data
- Maintained up-to-date knowledge of product and service changes
- Delivered prompt service to prioritize customer needs
- Exhibited high energy and professionalism when dealing with clients and staff
- Increased efficiency and performance by monitoring team member productivity and providing feedback
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Followed-through on all critical inter-departmental escalations to increase customer retention rates
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives
- Increased efficiency and team productivity by promoting operational best practices
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Created and maintained detailed database to develop promotional sales
- Resolved associate, tool and service delivery issues revealed by statistical reports
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives
- Trained new personnel regarding company operations, policies and services
- Implemented and developed customer service training processes
- Trained staff on operating procedures and company services
- Investigated and resolved accounting, service and delivery concerns
- Enhanced productivity levels by anticipating needs and delivering outstanding support
- Sought ways to improve processes and services provided
- Cross-trained and provided backup support for organizational leadership
- Managed timely and effective replacement of damaged or missing products
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues
- Cross-trained and backed up other customer service managers
- Reduced process inconsistencies and effectively trained team members on best practices and protocols
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales
CALL CENTER TEAM-LEAD
METRO-BY T- MOBILE
06.2023 - 10.2023
- Oversaw team of 30 agents focused on inbound and outbound calls
- Improved customer retention rates by addressing escalated issues promptly and professionally, ensuring positive resolution for both parties involved
- Enhanced team performance by conducting regular training sessions and motivating agents to achieve their targets
- Maintained open lines of communication with upper management, providing regular updates on team progress and challenges faced
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style
- Handled advanced issues with calm, knowledgeable and professional approach
- Generated reports detailing metrics such as call times and satisfaction ratings
- Streamlined communication within the team by implementing clear guidelines and expectations for all agents
- Utilized data-driven insights to make informed decisions regarding staffing levels, shift schedules, and performance management strategies
- Promoted a culture of continuous learning within the team by sharing resources on industry updates and best practices
- Responded to customer requests for products, services, and company information
- Reduced call wait times through efficient workforce management and proper scheduling of team members'' shifts
- Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement
- Participated in the recruitment process to identify top talent for call center positions, ensuring a strong foundation for continued success
- Responded to team support questions quickly to maintain call center efficiency
- Optimized call center operations by identifying inefficiencies, recommending improvements, and implementing necessary changes
- Maintained up-to-date knowledge of industry trends and best practices, utilizing this information to guide the team''s ongoing development
- Balanced workload and responsibilities among team members, ensuring optimal productivity and job satisfaction
- Collaborated with other departments to ensure seamless coordination of efforts towards shared organizational goals
- Boosted employee morale with regular recognition programs, fostering a positive work environment that encouraged productivity
- Increased customer satisfaction by implementing effective call center strategies and providing timely solutions to customer concerns
- Contributed to company growth by consistently meeting or exceeding sales targets through exceptional team leadership
- Evaluated individual agent performance regularly, identifying areas for improvement and creating targeted action plans accordingly
- Minimized process lags through operations protocols and client account management training
- Implemented new technology solutions that streamlined processes and improved overall efficiency within the call center environment
- Answered product and service questions, suggesting other offerings to attract potential customers
- Recommended products to customers, thoroughly explaining details
- Developed strong relationships with clients through excellent communication skills and problem-solving abilities, leading to increased trust in our services
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
- Developed process controls and metrics for daily management of call center
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals
- Trained team members on performance metrics and consumer behavior identification
- Collaborated with training team to boost product support and certification training initiatives
- Executed Monthly Performance Plans with representatives to to identify production gaps
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Created team rotations to man center effectively during peak hours
- Managed scheduling for agents and product specialists to foster increased productivity
- Developed and implemented customer service policies and procedures
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning
- Increased efficiency and team productivity by promoting operational best practices
- Responded proactively and positively to rapid change
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives
- Resolved associate, tool and service delivery issues revealed by statistical reports
- Met customer call guidelines for service levels, handle time and productivity
- Created and maintained detailed database to develop promotional sales
- Trained new personnel regarding company operations, policies and services
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management
- Promptly responded to inquiries and requests from prospective customers
- Enhanced productivity levels by anticipating needs and delivering outstanding support
- Investigated and resolved customer inquiries and complaints quickly
- Developed and updated databases to handle customer data
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply
- Increased efficiency and performance by monitoring team member productivity and providing feedback
- Exhibited high energy and professionalism when dealing with clients and staff
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Cross-trained and backed up other customer service managers
- Educated customers about billing, payment processing and support policies and procedures
- Maintained up-to-date knowledge of product and service changes
- Delivered prompt service to prioritize customer needs
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Reduced process inconsistencies and effectively trained team members on best practices and protocols
- Managed timely and effective replacement of damaged or missing products
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives
- Trained staff on operating procedures and company services
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Investigated and resolved accounting, service and delivery concerns
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues
- Followed-through on all critical inter-departmental escalations to increase customer retention rates
- Cross-trained and provided backup support for organizational leadership
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
- Sought ways to improve processes and services provided
- Followed up with customers about resolved issues to maintain high standards of customer service
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
- Implemented and developed customer service training processes
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines
CALL CENTER REPRESENTATIVE [METRO CAMPAIGN]
CCI KENYA
10.2022 - 06.2023
- Enthusiastically serving customers
- Using advanced Communication skills to control a call, listen and target objective of the individual customer while maintaining efficiency and productivity by meeting and exceeding, daily, weekly, and monthly targets
- Provide information about the company's product to new or existing customers
- Responding to customer's queries and resolving complaints or forwarding to appropriate department for solution
- Accurate dispositioning of calls and reporting
- Attending to calls and correspondences, providing information with respect to insurance policies and communicating any changes in policy to existing and prospective clients
- Managing large amounts of inbound calls in a timely manner
- Ensure customers make buying decisions armed with the right amount of information which is accurate
- Keep customers informed and always satisfied
- Meet and exceed the productive goals by working the number of hours scheduled.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times
- Managed high call volumes while providing exceptional customer support and maintaining professional composure
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply
- Cross-trained and backed up other customer service managers
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales
- Reduced process inconsistencies and effectively trained team members on best practices and protocols
- Cross-trained and provided backup support for organizational leadership
- Investigated and resolved accounting, service and delivery concerns
- Trained staff on operating procedures and company services
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces
- Resolved associate, tool and service delivery issues revealed by statistical reports
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management
- Implemented and developed customer service training processes
- Managed timely and effective replacement of damaged or missing products
- Increased efficiency and performance by monitoring team member productivity and providing feedback
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives
- Enhanced productivity levels by anticipating needs and delivering outstanding support
- Trained new personnel regarding company operations, policies and services
- Sought ways to improve processes and services provided
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Created and maintained detailed database to develop promotional sales
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues
- Followed-through on all critical inter-departmental escalations to increase customer retention rates
- Maintained up-to-date knowledge of product and service changes
- Increased efficiency and team productivity by promoting operational best practices
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
- Responded proactively and positively to rapid change
- Promptly responded to inquiries and requests from prospective customers
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Exhibited high energy and professionalism when dealing with clients and staff
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Developed and updated databases to handle customer data
- Delivered prompt service to prioritize customer needs
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Followed up with customers about resolved issues to maintain high standards of customer service
- Investigated and resolved customer inquiries and complaints quickly
- Educated customers about billing, payment processing and support policies and procedures
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments
- Met customer call guidelines for service levels, handle time and productivity
- Collaborated with shipping team to track shipments, verify orders and handle product returns
- Sought out extra training opportunities to enhance customer relationship management abilities
- Performed various clerical duties by filing and faxing documents and creating customer databases
- Compiled status and performance reports for team leaders to address company strengths and weaknesses
- Responded to customer calls and emails to answer questions about products and services
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations
- Placed outbound customer service or customer satisfaction calls to follow up on issues
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Attended telephone skills and program information training sessions to boost aptitude
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding
- Identified opportunities for upselling products or services, resulting in increased revenue generation for the company
- Streamlined call flow processes for more efficient response times and increased productivity
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions
- Boosted customer service satisfaction ratings through consistent quality control
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Educated customers on company systems, form completion, and access to services
- Offered comprehensive product knowledge to customers, empowering them to make informed decisions about their purchases or subscriptions
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers
- Collaborated with team members to share best practices and improve overall team performance in meeting targets
- Processed debit and credit card and electronic check payments
- Approved and terminated customer contracts upon request
- Contributed to process improvements within the team by suggesting innovative solutions that led to enhanced workflows and better results
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center
Van Sales Driver and Team Leader
WILLON ENTERPRISE
12.2021 - 10.2022
- Drive the van to transport goods to various destinations as per the delivery schedule
- Ensure the safe and secure transportation of goods, minimizing any potential damage
- Assist with loading and unloading goods from the van
- Ensure that the goods are properly secured and arranged to prevent shifting during transport
- Perform regular vehicle checks and maintenance, including checking oil, fuel, tires, and lights
- Report any vehicle issues or needed repairs to the supervisor immediately
- Interact with customers in a professional and courteous manner
- Address any customer concerns or issues during deliveries and report them to the supervisor
- Adhere to all traffic laws and company policies related to driving and delivery operations
- Supervise and coordinate the activities of the team members
- Provide guidance, support, and mentorship to team members to enhance their performance
- Conduct regular team meetings to communicate goals, updates, and feedback
- Monitor the performance of team members and ensure that targets and deadlines are met
- Conduct performance appraisals and provide constructive feedback
- Assign tasks and responsibilities to team members based on their skills and expertise
- Ensure balanced workload distribution among team members
- Identify training needs and organize training sessions to enhance team members' skills
- Promote continuous learning and professional development within the team
- Address and resolve any conflicts or issues that arise within the team
- Develop and implement solutions to improve team efficiency and productivity
- Prepare and submit regular reports on team performance, project progress, and any issues encountered
- Keep senior management informed about team activities and achievements
- Ensure that all team activities and outputs meet the required quality standards
- Implement and enforce company policies and procedures
- Foster a positive and collaborative team environment
- Recognize and reward team members' achievements and contributions.
SNR Sales and Driver
ARKTOP ENTERPRISE
03.2020 - 12.2021
- Develop and implement effective sales strategies to achieve sales targets and market growth
- Analyze market trends and competitor activities to identify business opportunities
- Build and maintain strong, long-lasting customer relationships
- Understand client needs and provide tailored solutions
- Handle client inquiries and resolve any issues promptly and effectively
- Identify and pursue new business opportunities to expand the customer base
- Conduct market research to identify potential clients and industry trends
- Attend industry events and networking activities to generate leads
- Conduct sales presentations and product demonstrations
- Negotiate contracts and pricing with clients
- Ensure timely delivery of products and services to clients
- Collaborate with internal teams, including marketing, product development, and customer support, to ensure customer satisfaction
- Transport goods, materials, or passengers to designated locations
- Plan and follow the most efficient routes for timely deliveries
- Conduct regular inspections and maintenance checks on the vehicle
- Report any vehicle malfunctions or maintenance needs to the supervisor
- Ensure the vehicle is clean and well-maintained
- Adhere to all traffic laws and regulations
- Provide excellent customer service to clients or passengers
- Handle any inquiries or issues that arise during transportation
- Maintain a professional demeanor at all times.
- Kept detailed mileage and fuel reports to track overall fuel costs
- Coordinated efficient routes to avoid delays and optimize schedules
- Communicated with customers to provide delivery updates and confirm delivery locations
- Achieved consistent safety targets by adjusting driving to different road and traffic conditions, balancing loads, and avoiding dangerous driving actions
- Maintained accurate delivery records, ensuring all packages were accounted for and delivered to the correct recipients
- Demonstrated strong knowledge of geography and local roads for optimal route selection
- Provided exceptional customer service, addressing concerns and resolving issues promptly
- Increased productivity by assisting in loading/unloading vehicles when necessary, expediting the delivery process
- Streamlined vehicle inspection process before each shift with thorough checklists to identify potential issues proactively
- Obtained signatures from customers upon delivery of goods
- Communicated with dispatchers and other personnel to coordinate transportation schedules
- Handled fragile materials carefully, resulting in minimal damage claims from customers during transit period
- Assisted in warehouse operations when needed, contributing to overall team efficiency and productivity goals attainment
- Navigated challenging weather conditions safely while maintaining on-time delivery performance rates
- Supported training initiatives for new drivers by offering guidance on best practices for safety procedures
- Collaborated effectively with dispatchers, ensuring efficient communication for route planning and adjustments
- Followed Hazardous Materials Regulations (HMR) for transporting dangerous materials
- Contributed to environmental sustainability efforts by reducing idling time whenever possible
- Managed inventory tracking system to ensure proper documentation of all shipments delivered or picked up
- Drove safely in various weather and road conditions to avoid accidents
- Inspected vehicle before and after trips to identify maintenance needs and handle regular upkeep
- Minimized liability by consistently following road rules when driving
- Answered, scheduled, and responded to reservation calls at specific times and locations
- Loaded and secured items in trucks to avoid damage to parcels during delivery
- Updated logs and tracking documents accurately and according to schedule requirements
- Generated consistent referrals and repeat business by providing friendly and fast service
- Followed all relevant traffic laws and safety regulations
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift
- Achieved safe driving records by consistently following traffic rules and regulations
- Followed proper safety procedures and protocols while loading, unloading and operating vehicles
- Reduced fuel consumption through strategic route planning and efficient driving techniques
- Developed strong relationships with clients, fostering trust through professionalism and reliability in transportation services provided
- Delivered goods and products to customer on time and in excellent condition
- Boosted company reputation through excellent driving record free from accidents or violations over an extended period of time
- Utilized GPS and other navigation tools to plan routes and stay on schedule
- Improved customer satisfaction by maintaining punctuality and adhering to strict delivery schedules
- Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs
- Upheld high standards of cleanliness within the vehicle''s interior/exterior appearance, providing a professional image for the company at all times
- Communicated with passengers to provide information and assistance for excellent customer service and positive experiences
- Maintained professional and friendly demeanor during deliveries to uphold company reputation
- Ensured timely deliveries by strictly following routes, using GPS navigation systems, and staying updated on road conditions
- Enhanced vehicle longevity with regular maintenance checks and repairs as needed
Personal driver
Bishop of Church of God E.A
04.2019 - 02.2020
- Maintain a high level of confidentiality regarding the Bishop's personal and professional activities
- Assist the Bishop with personal errands as required, which may include shopping, deliveries, and other tasks
- Provide support during church events and functions, including assisting with transportation of guests, materials, and equipment
- Maintain open and clear communication with the Bishop regarding schedule changes, delays, or any issues that may arise
- Present a professional appearance and demeanor at all times
- Be available for extended hours, including evenings, weekends, and public holidays, based on the Bishop's schedule and requirements
- Maintain a logbook of daily travel, including destinations, mileage, and fuel usage.
- Managed vehicle maintenance schedules, ensuring proper functioning and minimizing downtime for repairs
- Selected efficient routes using GPS technology or map-reading skills to avoid heavy traffic or construction delays
- Demonstrated professionalism at all times by wearing appropriate attire and displaying courteous behavior towards clients and fellow drivers alike
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift
- Increased client trust through exceptional punctuality and reliability in fulfilling driving assignments
- Developed strong rapport with clients, leading to repeat business and positive referrals
- Performed minor repairs such as replacing lamps and fuses
- Planned routes based on knowledge of local areas, GPS information, and customer preferences
- Helped passengers with luggage, collected fares and politely answered questions
- Developed deep knowledge of local routes and area destinations
- Communicated with passengers regarding estimated time of arrival
- Responded with ease to sudden changes in routes and schedules
- Inspected vehicle regularly to identify and handle upkeep needs and maintain professional appearance for customers
- Observed passengers during the journey and reported any suspicious behavior
Aeronautical Engineering internship
Kenya Wildlife Service
11.2018 - 03.2019
- Assist in the maintenance and repair of aircraft used for wildlife surveillance and conservation
- Conduct routine inspections and troubleshooting of aircraft systems and components
- Support flight operations by preparing aircraft for missions, including pre-flight inspections and fueling
- Assist in the planning and coordination of aerial surveillance missions
- Help in maintaining accurate records of aircraft maintenance and repairs
- Update technical manuals and documentation as required
- Participate in research projects aimed at improving aircraft efficiency and safety
- Support the implementation of safety protocols and procedures in aircraft operations
- Assist in managing inventory and procurement of aircraft parts and supplies
- Collect and analyze data from aircraft systems and operations
- Prepare detailed reports on aircraft performance, maintenance activities, and operational efficiency
- Participate in training sessions and workshops on aeronautical engineering topics
- Collaborate with wildlife conservation teams on aerial surveillance and monitoring projects
- Support environmental impact assessments related to aviation activities.
Team leader
M-tiba
05.2017 - 12.2017
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
- Worked with team to identify areas of improvement and devised solutions based on findings
- Supervised team members to confirm compliance with set procedures and quality requirements
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics
- Held weekly team meetings to inform team members on company news and updates
- Built strong relationships with customers through positive attitude and attentive response
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise
- Managed conflict resolution among team members, fostering a positive and collaborative work environment
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism
- Mentored and guided employees to foster proper completion of assigned duties
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development
- Established open and professional relationships with team members to achieve quick resolutions for various issues
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly
- Conducted training and mentored team members to promote productivity and commitment to friendly service
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables
- Coordinated resources effectively to meet project deadlines and achieve desired results
- Established clear communication channels that ensured the timely exchange of information between team members and stakeholders
- Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers
- Optimized resource allocation to maximize overall team output while minimizing costs
- Reviewed, implemented and updated company records related to team activities for future reference
- Facilitated effective decision-making processes within the group through open dialogue, active listening, and consensus-building techniques
- Promoted high standerds through personal example to help each member understand expected behavious and standards
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes
- Conducted risk assessments for each project phase, proactively identifying potential obstacles before they became significant challenges
- Evaluated staff performance and provided coaching to address inefficiencies
- Conducted regular reviews of operations and identified areas for improvement
- Maintained database systems to track and analyze operational data
- Implemented employee recognition programs that boosted morale and increased retention rates within the team
Education
AERONAUTICAL ENGINEERING -
East African School of Aviation
Nairobi, 30Diploma and Higher Diploma in Aeronautical Engineering - undefined
Trans Eastern Airlines Aviation Collage
KCSE -
St. Ignatius Mukumu Boys High School
KCPE - undefined
The Nairobi Primary School
Skills
Competent in Microsoft Word, PowerPoint and Excel
Good understanding of applicable laws, standards, and specifications
Ability to reflect on one's own work as well as the wider consequences of financial decisions
Business Acumen and interest
High levels of accuracy by keeping attention to detail and correctness
Always maintain a proactive approach in the working environment for ease in taking ownership and accountability
Excellent business reporting skills
Research and Run-Data analysis skills and good in promoting participation for projects
Ability to compile reports
Highly motivated, energetic, sound judgement and good reasoning abilities
Good managerial and interpersonal skills and ability to work under pressure
Time management, Organizational and planning skills
Great team player and can work well independently
I have high level of leadership and decision-making skills
Excellent verbal and written communication skills
Customer Support
Technical Administration
Trend detection and analysis
Customer Inquiry Management (CIM)
Data reconciliation reporting
Complaint Handling
Complaint resolution
Quality Control
Front-end supervision
Customer Service
Customer service excellence
Teamwork and Collaboration
Computer Skills
Problem-solving aptitude
Time Management
Self Motivation
Problem Resolution
Multitasking
Data Entry
Multitasking Abilities
Customer Relations
Work Prioritization
Understanding Customer Needs
Microsoft Office
Customer service orientation
MS Office
Calm and Professional Under Pressure
Effective Communication
Organizational Skills
Adaptability and Flexibility
Interpersonal Communication
Team Collaboration
Customer Relationship Management (CRM)
[Language] Fluency
Product Knowledge
Calm Under Pressure
Team building
Business Development
Time management abilities
Issue and Complaint Resolution
Decision-Making
Product and service knowledge
LiveChat Messaging
Written Communication
Reliability
Continuous Improvement
Complaint Investigation
Customer Account Management
Adaptability
International sales support
CRM Software
Call Center Operations
Data Management
Professionalism
Interpersonal Skills
Order and Refund Processing
Product Education
Account Updates
Transaction Processing
Call Documentation
Analytical Thinking
Multi-line phone talent
Customer Data Confidentiality
Order Processing
Inbound Call Management
De-Escalation Techniques
Training development aptitude
Attention to Detail
Following scripts
Administrative and Office Support
Promotional support
Direct Sales
Sales and Upselling
Analytical Skills
Billing Adjustments and Refunds
Sales expertise
Shipping procedures understanding
Professional telephone demeanor
Account Reconciliation
Route Management
Product Recommendations
POS Systems and Ordering Platforms
Product Sales
Process Improvement
Quality Assurance Controls
Report Preparation
Accomplishments
- Certificate of merit: Marketing and communication officer at Monash South Africa (2018)
- Certificate of awesomeness - Training and Nesting completion for Metro by T-Mobile Campaign (2022)
- Communication: This certificate helps you develop the knowledge and skills to understand how the media works and the role it has in society (May 2021)
- Microsoft Certified Solutions Expert (MCSE): MCSE professional certifications verifies demonstrated proficiency with Microsoft products to become a Solutions Expert (May 2021)
Employmentequity
Male
Goals
- To achieve my set goals and keep myself dynamic in the changing scenario to become a qualified expert in whatever I lay my hands on
- To become an excellent Business and Economical Management Specialist taking up challenging works in the Industrial structure with creative and diversified Projects and to be part of a Constructive and fast-Growing World
- To make a position for myself in the competitive corporate world and contribute to achieving the goals on both professional and personal level
- To work in an environment that challenges me to improve and constantly thrive for perfection in all the tasks allotted to me so that I can be able to showcase my Marketing, Management and Economics skills
Personal Information
Nationality: Kenyan
References
- Shirley Akoyo, MIS Team Manager at CCI KENYA, +254714393174
- Joddy Alari, Trainer at CCI KENYA, +254727349177
- Danida Chepkoech, Customer Support at Securex Agencies (K) Ltd, +254704024682
Languages
English
Native language
Swahili
Proficient
C2
English
Proficient
C2
Timeline
CUSTOMER SUPPORT EXECUTIVE
Securex Agencies (K) LTD
11.2023 - Current
CALL CENTER TEAM-LEAD
METRO-BY T- MOBILE
06.2023 - 10.2023
CALL CENTER REPRESENTATIVE [METRO CAMPAIGN]
CCI KENYA
10.2022 - 06.2023
Van Sales Driver and Team Leader
WILLON ENTERPRISE
12.2021 - 10.2022
SNR Sales and Driver
ARKTOP ENTERPRISE
03.2020 - 12.2021
Personal driver
Bishop of Church of God E.A
04.2019 - 02.2020
Aeronautical Engineering internship
Kenya Wildlife Service
11.2018 - 03.2019
Team leader
M-tiba
05.2017 - 12.2017
AERONAUTICAL ENGINEERING -
East African School of Aviation
Diploma and Higher Diploma in Aeronautical Engineering - undefined
Trans Eastern Airlines Aviation Collage
KCSE -
St. Ignatius Mukumu Boys High School
KCPE - undefined
The Nairobi Primary School