Customer Service Management

Alexis Kwetha

Management Professional

ILM Level 2 certificate in Leadership and Management

Highly capable, responsible and motivated professional with a strong background in leadership and

management, I have demonstrated a high level of proficiency in business management from building and

maintaining successful teams to ensuring high standards of customer service are provided, and effectively

overseeing financial, material and human resources. Readily providing support to others, I am willing to work

outside of my role and take on additional tasks and responsibilities when needed to ensure the success of the

organisation. Currently seeking a new opportunity where I can utilise my skills and experience to make a

difference, my key areas of impact include;

A qualified and experienced Management Professional, I have managed up to 55 staff

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delivering facilities services to a commercial building, with responsibility for the success of

the business, staff and premises.

With a Level 2 Certificate in Customer Service and a genuine desire to help, I am

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committed to providing first class customer service with an understanding that customer

care is key to the success of a business.

IT literate, I am a fast and accurate typist with a working knowledge of databases and word

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processing, who is also highly numerate with administrative experience, handling contracts

and other general tasks.

Demonstrating a methodical approach with an eye for detail, I have a track record of

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consistently achieving results within tight timelines, whilst ensuring high standards were

maintained.

Possessing strong verbal and written skills, I am able to communicate effectively at all

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levels as proven in previous roles training staff, publicising services and acting as an

interpreter for French speakers.

An enthusiastic team player, I work well with people of all ages, backgrounds and levels of

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seniority, building good rapport and relationships whilst also working confidently alone

using my initiative.

::: Professional Qualifications

BTEC Level 2 Award in CCTV Operations (2014)

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BTEC Level 2 Award in Door Supervision QCF 2014

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HABC Level 2 Awards in Health and Safety in the workplace 2014

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HABC Level 2 Award in Emergency First Aid at Work 2014

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Award in IT Skills and Employability Skills 20014

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ILM Level 2 Certificate in Leadership and Management (2013)

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Level 2 Certificate in Customer Service (2013)

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OCR Essential IT Skills Level 2 (2013)

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Developing Your Enterprise Programme (2012)

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144 Holloway Road, Flat 17, London, N7 8DD / 079******** / *******@*****.***

Cleaning Contractor Certificate (2012)

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Cleaning contractor business plan model (2012)

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English BA Degree with Sciences and Mathematics equivalent (1995)

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Yaoundé University Cameroon

Baccalaureate Scientific (1992)

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College Lycee de Douala, Cameroon

English A level and O level equivalent

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::: Professional Experience

2012 to 2013: Studies in aspects of Leadership and Management (detailed above)

Feb 2009 to Nov 2012: Coordinator Assistant French African Welfare Association (FAWA), London

Working for FAWA, which provides a range of services for the African French speaking communities, including

translation and interpreting services and skills development and career advancement training, my position

involved;

Successfully fulfilling a vital role in supporting the team and organisation create value and

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develop confidently.

Promoting and sustaining service delivery by effectively supervising and training staff,

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ensuring organisation standards and high levels of customer service and housekeeping

were met.

Effectively liaising with local schools, newspapers and the community in general to

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publicise the work of the French African Welfare Association.

Maintaining adequate levels of stock, monitoring supplies and placing new orders when

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levels were low.

Overseeing the use of company resources items when needed, carrying out maintenance

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and minor repairs and monitoring electrical and plumbing use.

Facilitating effective communication by providing accurately interpreting for those whose

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people whose first language was French.

Handling mail and completing other general tasks as needed, demonstrating high levels of

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accuracy and attention to detail.

Undertaking further training to develop extra skills and knowledge beneficial to my role and

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the organisation.

Jan 2006 to Jan 2009: Picking and Despatch Assistant Manager Food Partner, London

As Assistant Manager, my responsibilities included all facets of the business ranging from customer service to

managing utilities and providing a safe and secure environment. My duties included;

Overseeing the successful co ordination and administration of the facilities.

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Controlling the utilisation of resources, premises and facilities, monitoring and maintaining

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the utilities and dealing with any small repairs or maintenance work when needed.

Managing site security and safety; carrying out regular patrols of the building to ensure the

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safety of the staff and premises, quickly identifying any security risks and implementing

144 Holloway Road, Flat 17, London, N7 8DD / 079******** / *******@*****.***

effective solutions.

Completing all routine grounds facilities duties including dealing with property maintenance

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and contracts management, disposing of secure, routine and recycling waste and deep

cleaning equipment.

Meticulously overseeing all employee schedules and training to make sure all legislative

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directives were rigorously adhered to.

Acting as a liaison for the Contractors to assist with the smooth running of the business.

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Being aware of health and safety issues in the workplace and minimising those risks.

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Training and managing staff service delivery and reception service.

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Support the work of a team and develop customer service. Responsible for staff training

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/supervision and stock control, handle mail. Responsible for all aspect of transport. Move

and transport physical resource in the work place

Overseeing the post room, help desk and completing any handyman duties within the site.

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::: Interests

Fit and active, I enjoy most sports and currently play for the local football team. I also enjoy listening to music,

reading and cooking to relax.

::: References

If selected, details of references can be provided at interview.

144 Holloway Road, Flat 17, London, N7 8DD / 079******** / *******@*****.***

Contact this candidate