Yvonne Belinda
Nairobi,30
Summary
Profile Summary Highly efficient Customer Experience Executive with 2 years’ experience in Customer Service. Organized, self-starter, results-oriented teacher with Bachelor of Education (Special Needs). Outstanding instructional skills, relationship building and influencing skills. A highly efficient individual with extensive team leadership skills, able to adapt well to new environment and learn new processes quickly to achieve outstanding results. Strong ability to multi-task and prioritize, able to organize and manage teams. Strong personal integrity, with a strong moral ethical code with great service attitude towards learners understanding.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
Work History
Student-Teacher, Disabilities Representative
Kibos Special Secondary School, University of Eldoret
10.2021 - 12.2021
- Conducting training and teaching in areas of my specialization in accordance with the syllabus
- Upervising, monitoring and evaluating students’ projects and practical work
- Reparing and maintaining professional documents and records; - the schemes of work, course outline, lesson plans, attendance register and records of work
- Reparing teaching and learning materials for effective and motivating instructional process
- Etting examinations, administering, marking and submitting marks within specified deadlines
- Key Achievements
- Eveloped disability project 3.Students with
Customer Service Executive
Safaricom PLC
08.2019 - 12.2020
- Handle customer inquiries via telephone and/or SMS
- Manage and resolve customer complaints
- Provide customers with product and service information by clearly explaining procedures; answering questions; providing information
- Identify and escalate priority issues and where necessary, follow up customer concerns
- Document all customer interaction information according to standard operating procedures
- Maintains and improves quality results by adhering to standards and guidelines and recommending improved procedures
- Update self on job knowledge by studying and understanding new product descriptions and/or new service processes
- Recommend process improvements for process excellence
- Recognize, document and alert the Team Leader of trends in customer calls
- Maintain communication equipment in working order and reporting problems promptly
- Key Achievements Received 99% positive customer survey results
03.2018 - 03.2020
- This was a voluntary part-time role that was tailored to fit around my studies at the university
- Duties and Responsibilities
- Ttend the Student Council meetings and the appropriate University Committees
- Coaching and mentoring Students with Disabilities team members
- Onitoring and evaluating student council annual budget implementation
- Implementing disability academic year projects
- Attend related training events and conferences (support provided by Students’ Council)
- Ontribute to the strategic development of Students’ Council relative to the position held
- Ource student opinion to generate ideas relevant to students’ needs
- Promote the positive involvement of the student community within Students’ Council
- Nform, where appropriate, students on Students’ Council services and campaigns
- Ork alongside relevant Sabbatical Officers
- Work, where applicable, with a specific society to encourage participation
- E aware of Students’ Council and / or the University’s provision for disabled student
- Rganize at least one activity for disabled students in academic year.
Education
Bachelor of Education - Special Needs
University of Eldoret
01.2017 - 01.2021
Affiliations
Experience in implementing disability project
Experience in coaching and mentoring of team members
Knowledge and skills in Monitoring and Evaluation
Excellent written and verbal communication skills focused on understanding client needs and developing resolutions.
Computer proficiency in basic operating systems
Detail oriented and flexible.
Strong interpersonal integrity, with a strong moral ethical code with great service attitude towards client’s satisfaction.
Problem solving skills and a wise decision maker.
Goal oriented and ability to handle multiple tasks.
Able to work calmly under pressure from clients and perform duties well to completion.
Timeline
Student-Teacher, Disabilities Representative
Kibos Special Secondary School, University of Eldoret
10.2021 - 12.2021
Customer Service Executive
Safaricom PLC
08.2019 - 12.2020
03.2018 - 03.2020
Bachelor of Education - Special Needs
University of Eldoret
01.2017 - 01.2021
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
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