Customer Service Representative
Resume:
CURRICULUM VITAE
LORDWIN ADINA OTIENO
*************@*****.***
Personal Details
Date of birth : 28th November,1992
Gender : Male
Nationality : Kenyan
Passport no : A2059505
Personal profile
A competent, focused and experienced person who feels that his greatest strengths are
firstly his strong commitment to providing the highest level of loyalty and service to his
employers, colleagues and company. Secondly his ability to develop and maintain a close
working relationship with seniors, which in turn helps him to gain an in-depth understanding
of an employer’s needs, goals and ambitions. Thirdly his habit of constantly reviewing
processes and identifying ways to improve efficiency and service, thereby reducing overall costs.
Academic qualifications
2011-2012 Kenyatta University
Diploma in Hospitality Management
Core qualifications
Excellent written and verbal communication skills.
Extensive knowledge of managerial/coordinating/supervisory skills.
Teaching abilities and good knowledge of computer applications.
Work Experience
CCTV Operator and Administration assistant at Emirates NBD May 2016 to July 2017
Core Qualifications
As a Cctv Operator, I am a highly observant of surroundings with special attention to detail.
Training on the meaning of body language and expression as a way to pinpoint potential
problems.
Ability to multitask and not get distracted by surroundings.
Proper judgment necessary when dealing with high-stress situations.
Deep concern for the safety of others
Capacity to take orders and fulfill responsibilities in a timely manner.
Organizational skills needed for information analysis.
Proficient in computer programs and systems pertinent to the job.
Duties
Ensure the proper function and recording of all camera systems in the facility.
Surveillance of up to 16 cameras at one time
Prepare reports and presentations on any adjustments or improvements necessary to the
safety of the facility.
Communicate with guards throughout the premises directing them when necessary.
Determine the threat level of a suspicious situation or person.
As an administration assistant I provided technical support via the telephone, email, and remote desktop/laptop to branch and banking personnel who experienced hardware and software problems using technical support documentation, remote management tools, and Instruction.
Reset employee passwords and increased / decreased employee security levels
Served as immediate contact for banking personnel to familiarize them with banking policies and procedures
Configured Outlook for users on the network
Educated internal customers on the use of banking software internal and external
Logged Trouble ticket and Solutions in Remedy.
Call Center Agent and Customer service representative
Ejadah asset management group April 2014 - April 2016
In a fast-paced inbound/outbound call center processed customer and sales
representative request for order entry, returns, credit issuance, tracking,
delivery and invoicing in a timely manner via phone, internet, email and fax.
Negotiated with suppliers to expedite product shipment and backorders.
Proficiently and professionally responded to customer and sales representatives questions
pertaining to orders, product availability, backorders, price, products and services,
procedures and policy.
Processed credit card payments for orders and managed accounts receivables.
Initiated investigation of order entry errors, damaged product, and return discrepancies,
working closely with other departmental teams to ensure corrections were processed
accurately and timely.
Promptly and methodically responded to customer inquiries to identify and resolve issues
with initiative and good judgment.
Promotions
Customer service team leader May 2015
Performed a variety of concurrent tasks, handled escalations, time critical issues, maintained
time sensitive records and created reports.
assisted in the supervision of 25 call center agents as well as the call center's daily operation
Assigned daily responsibilities and monitored reservations taken by call center agents
Scheduled and assigned town car services domestically and internationally for customers
daily pick-up
Assisted customers in opening accounts and updated passenger information for new and
existing clients
Maintained an end of shift report for management
HOTEL SUPERVISOR
Hilton Hotel March 2012– June 2013
In charge of corporate hospitality & delivering the highest standards of service consistently.
Also responsible for being a point of contact for guests should they have any queries.
Duties
Oversee work of front desk personnel such as guest relation officers to ensure that they receive and greet guests properly
Assist during the check in and check out processes to ensure that all associated activities are handled flawlessly
Create and implement staff schedules to ensure that no station within the hotel is left unmanned
Make reservations for guests over the telephone or in person and instruct staff members to handle follow up duties
Assist with cashiering functions by providing insight and support in handling bookkeeping activities
Act as a first point of contact for inquiries regarding events at the hotel and ensure that appropriate measures are taken to direct them to in-house event managers
Assist guests with special requests such as booking extensions and supervise front desk officers to ensure prompt fulfilment of special requests
Oversee the work of housekeeping staff and control room and supplies inventory
Deal with complaints and suggestions according to set hospital policies and ensure business retention
Create and maintain professional liaison with vendors and suppliers to ensure prompt delivery of supplies and maintenance equipment
Direct guests to areas within the hotel such as lifts, restaurants, gyms or swimming pools
References
Available on request.
Contact this candidate