Customer Service Manager

C URRICULUM VITAE

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T HE H U MAN RESOURCE

Dear sir/madam

A PPL ICAT IO N FOR E M P LOYMEN T

I deem i t a great pleasure and therefore wish to apply for employment in your

esteem establishment. I am a very fast leaner and will like to explore my God

g iven talent so am ready to take more challenging job. Am an excellent

communicator couple best hospitality skills, very interesting person, like by

many people, friendly, sociable and great sense of in fluence.

I am a young man with very good positive atti tude and i have attained my

p rofessional program in hardware and networking In Ghana. Over seven year I

have worked as a customer service personal and system support technician for

my company, I have related well with costumers all over and I have won several

awards. I hereby promise to deliver my best and excellent services and

p unctuality to the best of my abilities if am employed. I believe in myself, and I

believe in quality assurance and services to client.

I have a decent personality look and very good looking person. Hoping my

h umble application will be accepted and given favourable consideration. I

t herefore enclose here with my resume as selling tool about myself and also for

your perusal.

Count on your usual co-operation.

T hank you.

Yours faithfully

J EFFREY WIL L IAMS

C URRICULUM VITAE

PERSONAL PROF I L E

N AME: J EFF ERNEL WIL L IAMS

N ATIONAL ITY: G HANAIAN

DATE OF BIRTH: 19TH DECEMBER 1982

L ANGUAGE SPOKEN: E NGL ISH

I NTEREST: H ARDWORKING &SWIM M ING

E MAI L: *********@*****.***,

D UBAI MOB: +971-*********

G HANA NUMBER +233-*********

CURRENT LOCATION DUBAI-BANIYAS SQUARE

V ISA STATUS: T OURIST VISA

O BJECT I VE

A dynamic young man who is a faster learner, honest, achievement, motivated,

confident hardworking and able to work with less or no supervision and has good

i nterpersonal skills with research ability seeking for a challenging working

environment as this company. Brought up from a good and a decent home.

H umbleness is my key. Very articulate, persuasive and in fluential . Am a very

serviceable man.

QUAL I F ICAT IONS Y EARS

• CERTIFICATE I N NETWORK (PRACTICAL COMPUTER NETWORK)

(10TH-01-2011)

• D IPLOMA I N COMPUTER HARDWARE (28-

08-2000)

• D IPLOMA I N COMPUTER NETWORK (01-

06-2005)

• D IPLOMA I N COMPUTER SYSTEM SUPPORT (CITY AND GUI LDS OF

L ONDON 11TH 01- 2013)

C URRICULUM VITAE

D IPLOMA I N HARDWARE AND COMPUTER ARCHITECTURE (ICM OF

L ONDON 12 SEPTEMBER 2006)

E D UCAT ION

• IPMC

• AGGREY MEMORY SECONDARY H IGH SCHOOL

• WINTECH PROFESSIONAL I NSTITUTE

WORK I NG EXPER I ENCE

1 year attachment with king’s gate hotel in Ghana; I did excellent work in the

hotel, especially when I acted as the manager for a period of 2month in the

absent of the manager.

MAJOR ROLE AS A H EAD OF D EPART ME N T

M aintaining Guest Services and maintains my company Goals

• M anages day-to-day operations, ensuring the quality, standards and meeting

t he expectations of the customers on a daily basis in line with my company

policies.

• Develops specific goals and plans to prioritize, organize, and accomplish your

work.

• Handles complaints, settling disputes, and resolving grievances and conflicts,

or otherwise negotiating with others.

• Supervises staffing levels to ensure that guest service, operational needs and

f inancial objectives are met.

• Ensures that regular on-going communication is happening with employees to

c reate awareness of business objectives and communicate expectations,

recognizes performance, and produces desired results.

• Understands the impact of department’s operations on the overall property

f inancial goals and objectives and manages to achieve or exceed goals.

Supporting Management of Front Desk Team

• U t ilizes interpersonal and communication skills to lead, influence, and

encourage others; advocates sound financial/business decision making;

demonstrates honesty/integrity; leads by example.

• Encourages and building mutual t rust, respect, and cooperation among team

members.

• Serving as a role model to demonstrate appropriate behaviours.

Supervises and manages employees. Manages all day-to-day operations.

C URRICULUM VITAE

Understands employee positions well enough to perform duties in employees’

absence.

• Establishes and maintains open, collaborative relationships with employees

and ensures employees do the same within the team.

• Supervises all areas of the Front Office in the absence of the Front Office or

Assistant Front Office Manager.

Ensuring Exceptional Customer Service

• P rovides services that are above and beyond for customer satisfaction and

retention.

• Improves service by communicating and assisting individuals to understand

guest needs, providing guidance, feedback, and individual coaching when needed.

• Responds to and handles guest problems and complaints.

• Sets a positive example for guest relations.

• Empowers employees to provide excellent customer service.

• Observes service behaviours of employees and provides feedback to individuals.

• In teracts with customers to obtain feedback on quality of product, service

levels and overall satisfaction.

• Ensures employees understand customer service expectations and parameters.

• In teracts with guests to obtain feedback on product quality and service levels.

• Emphasizes guest satisfaction during all departmental meetings and focuses

on continuous improvement.

Managing Projects and Policies

• I mplements the customer recognition/service program, communicating and

ensuring the process.

• Trains staff and monitors adherence to all credit policies and procedures to

reduce bad debts and rebates.

• Supervises same day selling procedures to maximize room revenue and control

p roperty occupancy.

• Supervises daily Front Desk shift operations and ensures compliance with all

policies, standards and procedures.

• Ensures property policies are administered fairly and consistently, disciplinary

p rocedures and documentation are completed according to Standard and Local

Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

Supporting Human Resource Activities

C URRICULUM VITAE

• Supports the developmental needs of others and coaching, mentoring, or

otherwise helping others to improve their knowledge or skills.

• Solicits employee feedback, utilizes an “open door” policy and reviews employee

satisfaction results to identify and address employee problems or concerns.

• Brings issues concerning employee satisfaction to the attention of the

department manager and Human Resources.

• Assists as needed in the interviewing and hi ring of employee team members

w ith the appropriate skills.

• Supports a departmental orientation program for employees to receive the

appropriate new hire t raining to successfully perform their job.

• Participates in employee progressive discipline procedures.

Additional Responsibilities

• P rovides information to supervisors, co-workers, and subordinates by

telephone, in wri t ten form, e-mail, or in person.

• Analyses information and evaluating results to choose the best solution and

solve problems.

• Informs and/or updates the executives, the peers and the subordinates on

relevant information in a timely manner.

• Performs all duties at the Front Desk as necessary.

• Runs Front Desk shifts whenever necessary.

• Participates in departmental meetings and continually communicates a clear

and consistent message regarding the Front Desk goals to produce desired

results.

ADD I T IO N ROLE

• Work as a computer system support, internal verifier and customer

r elations support

• I worked as a head of department

• I serve as a member of the management

• Best in sales and supervisory role

• Basic knowledge in CCTV monitory and recording procedure

• Take the final repairs, maintained and services e companies that

have contracted our company for services.

• Play major role in securing contract for my company.

C URRICULUM VITAE

• Supervises all workshop activities including staff in my

department.

EDUCAT ION

• IPMC

• WINTECH PROFESSIONAL I NSTITUTES

• AGGREY MEMORIAL H IGH SCHOOL

AREA OF STUD I ES

General ICT skill in M icrosoft office software

Technical and computers, office equipment repairs technology

Customer services and client relationship

T ECHN ICAL AND LOG IST ICS ROLE FROM 2008 UP TO DATE

• Much knowledge in t roubleshooting and repairing laptops

• Good customer relationship skill

• Best hospitality methods

• Very much influential person and I have worn much contract for my

company

• Good with data entry services

• Very experience i n maintaining and services of desktop computers

• Very good with data recovery

• More experience in computers installation, upgrading and

m aintenance

• Assembling and disassembling laptops and desktop computers as

well as repairs.

• I do well with printers and scanners in terms of t roubleshooting

m aintenance and repairs.

• Well experienced in computer operating system and other software

i nstallation

• I have 2 years’ experience as a CCTV technician.

C URRICULUM VITAE

• Changed parts and components which broke down and replaced

w ith new parts.

• Positioned correctly, all CCTV cameras in the site for proper

r ecording and assured all areas in the facility

• Changed and replace cameras that are Brocken down

• Assured that the machines of the CCTV are in good working

condition.

• Assured that all CCTV in the facility are running in good working

conditions.

• Assured that all parts required are available at all t imes and are

perfectly connected

• Supporting internet service for client that have contracted my

company

• Provided t rainers to client that fall under my company services

• Assist users for their backup plans

PERSONAL QUAL I TY AND SK I L LS

• Ability to work under pressure

• A warm and approachable person

• Good interpersonal skills

• Ability to work effectively in a team

• In tegrity and honesty

• Ability to meet t ight reporting schedule

• Excellent oral & writ ten communication skills

• Self-motivated and target –oriented

• Ability to solve problem with analytical tools

• In terpersonal skills

• Strong i t background and security conscious

• H igh level of leadership skills

• Team builder and good decision maker

• Conflict resolver

R EFEREES

• MR. CHARLES NORMAN

M OBILE: +971*********

C URRICULUM VITAE

EMAI L:*****************@*****.***

POSITION I N DUBAI: MECHAN ICAL ENGINEER

• MR. MARK WIL L IAMS

G HANA MECHANT BANK BRACH MANAGER

MOBILE: +233 024*******

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