YESSE THOMAS
BAIBA
MOMBASA
Summary
With a proven track record at Kenya Ports Authority, I excel in customer support and critical thinking, enhancing service delivery and operational efficiency. My expertise spans customer relations, security operations, and equipment management, achieving significant improvements in customer satisfaction and safety protocols. Skilled in Microsoft Office, I adeptly handle complex challenges, fostering team collaboration and continuous process improvement. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions.
Overview
8
8
years of professional experience
Work History
Customer Service Officer
Kenya Ports Authority
08.2021 - Current
- Assisted call-in customers with questions and orders.
- Responded to customer calls and emails to answer questions about products and services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Provided primary customer support to internal and external customers.
- Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
Mechanical Equipment Operator II
Kenya Ports Authority
01.2020 - 11.2021
- Maximized productivity with efficient scheduling and allocation of equipment resources.
- Operated machining equipment safely with team of operators.
- Facilitated seamless communication among team members, leading to improved collaboration during complex projects involving multiple pieces of heavy machinery.
- Communicated with ground team members and fellow operators to prevent safety hazards and keep materials moving.
- Promoted environmental sustainability by implementing waste reduction measures during equipment operation and disposal processes.
- Maintained and cleaned equipment after each job and inspected.
- Adhered to heavy equipment safety and operation protocols, resulting in minimal complaints or incidents.
- Trained in diverse pieces of equipment and useful attachments to handle team needs.
- Loaded and unloaded materials from trucks, cranes and other and coordinated supplies to promote efficiency.
- Enforced compliance with safety standards and regulations related to proper PPE, hand signals and equipment movements.
Senior Security Operative
Kenya Ports Authority
12.2016 - 12.2020
- Boosted overall situational awareness through constant monitoring of news sources for potential threats or developments affecting the facility's security posture.
- Maintained a safe working environment by enforcing compliance with safety regulations and conducting regular inspections.
- Supported event management teams in ensuring a secure environment for guests during special events or high-profile visits.
- Streamlined reporting processes by maintaining accurate logs of all security-related activities, incidents, and observations.
- Demonstrated professionalism under pressure while dealing with difficult situations or individuals calmly and effectively.
- Increased efficiency in incident response through thorough documentation and timely communication with law enforcement agencies.
- Enhanced team performance by participating in continuous training sessions and sharing knowledge on best practices with coworkers.
- Reduced risk of security breaches by implementing access control measures and verifying visitor credentials.
Education
BBM- Bachelor of Business Management - Human Resources Management
Mount Kenya University
Mombasa 04.2001 -
Kenya Certificate of Secondary Education -
BUNGOMA MUSLIM SECONDARY SCHOOL
Bungoma, Bungoma District, Kenya 04.2001 -
Skills
Customer Support
Data Entry
Customer Focus
Complaint Handling
Documentation And Reporting
Customer Service
Customer Relations
Computer Proficiency
Microsoft Office Suite
Microsoft PowerPoint
Microsoft Excel
Microsoft Outlook
Documentation
Critical Thinking
Active Listening
Timeline
Customer Service Officer
Kenya Ports Authority
08.2021 - Current
Mechanical Equipment Operator II
Kenya Ports Authority
01.2020 - 11.2021
Senior Security Operative
Kenya Ports Authority
12.2016 - 12.2020
BBM- Bachelor of Business Management - Human Resources Management
Mount Kenya University
04.2001 -
Kenya Certificate of Secondary Education -
BUNGOMA MUSLIM SECONDARY SCHOOL
04.2001 -
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