Customer Service Management

FRANK ZIMULA KIHERE

Tel. +44-788******* Email:*****************@*******.**.**

* ***** *****, ******* ******, London EC1V 8AA

A cheerful, flexible and articulate communicator, who enjoys working with

people at all levels and connecting with associates in a professional and

fast moving environment together with a keen interest to developing

business skills through initiative, team work, enthusiasm, time management,

and with a positive outgoing attitude towards work and learning.

Summary of Skills and Competencies:

Ability to communicate clearly in verbal and written form

Commercial awareness and Attention to detail

Effective time management, Problem solving and Analytical skills

Strong customer service, Team work and Organisational skills

Friendly, outgoing and inviting personality

Good IT Skills including Word, Excel, Outlook, Email and PowerPoint

Creative problem solving and Presentation skills

Flexibility, ability to work on own initiative as well as a team

Education

2011 - 2013 University of Birmingham

LLB Law

2009 - 2010 Metropolitan University of London

M.A International Human Rights & Social Justice

2005 - 2006 Hammersmith and West London College

Access to Media and PR Studies

2001 - 2003 University

of Cape Town

B.Sc. Business & Public Administration

1998 - 2000

A' Level: History (B), Economics (B), Geography (C) & Politics (B)

Work and Voluntary Experience

08/2014 - Date: Regional Administrator (Membership & Fleet Service) - City

Car Club

Investigate complaints from start to end escalating where necessary, deal

with online, phone and in-person member queries and enquiries, ensuring a

timely, efficient and courteous resolution.

Reviewing and advising on membership contractual terms and conditions

Overseeing and Coordinating of the smooth running of all London operations

Administering membership reviews and ensuring adequate cover in all service

areas

Receiving and redistribution of new cars to respective zones including de-

fleeting

Ensuring safety of the fleet spare key depository, ordering spares and

supervision of repairs

Liaising with Local Authorities and other external partners including local

Parking Offices, car-dealerships and repair garages

Booking MOT and other vehicle test checks to ensure compliance and risk

minimization

Interviewing, team training and overseeing general operational

effectiveness and efficiency

Staff Holiday diary management

08/2013 - 08/2014: Electoral / Sessional Deputy Registrar (Bank) - LB of

Islington

Taking charge and administering of marriage ceremonies at privately

licensed venues

Administering and entering of marriage details onto the RON database

Checking documents and administering of citizenship ceremonies

Providing customer service and reception cover when required, taking

electronic payments using the online payment service and confirming

bookings to customers via email and post

Registration of marriages and civil partnerships, births and still births

Dealing specifically with customer enquiries on the In-House Call Centre on

a wide range of registration issues including notices, venue hire and

statutory requirements

Assisting electors to complete registration forms and recording data onto

the database

Responding to electoral and general registration service enquiries via

email, web-forms and walk-ins through reception

Cover to registry reception desk, responding to incoming calls and online

enquiries

Updating registry notice board including refilling of appointment cards and

other flyers

06/2013 - 08/2013: Legal Research Intern: Leigh Day Solicitors - London

Two months' work placement at Leigh Day solicitors firm in its

International group Claims department researching in Corporate Social

Responsibility and Human Rights abuses by UK individual and companies

involved in different activities and businesses in the Great Lakes Region

of Africa including Kenya, Uganda, and in West Africa.

11/2011 - 06/2012: Student Welfare Advisor: Uni. of Birmingham Student

Services

Advising and assisting new students with off campus accommodation issues

Providing a front line information and central support service to students

from across the university as part of the Student Life Team both on phone

and in person

Sign Posting or offering referrals to specialist advice agencies for

students with complex financial and housing problems.

Reception duties on rotational basis, updating service noticeboard and

booking appointments

Acting as point of contact for students on a range of issues, resolving

accordingly or referring them to specialists advice

Investigating complaints from student tenants in privately rented

accommodation about housing and public health problems, taking action and

steps where necessary to ensure that living conditions are kept to the

required legal standards

To keep accurate records of all student interactions, by inputting all

activity into the database management system in a timely and accurate

manner. Ensure copies of documents are provided to other departments as

required in a timely manner.

02/2010 - 08/2011

Supporter Welfare & Grants Administrator: School Home Support (SHS)

Providing administration support to the Supporter's Welfare & Fundraising

coordinators

Conduct extensive research for information on grant applications and

proposals

Scrutinising, selecting and recommending individual grant applications,

carefully selecting those that pass the threshold, and filling the details

on the relevant data base.

Engage in building relationships with potential funders, and maintaining

supporter databases

Update and input details of Individual donors, Foundations and Trusts on

charity database

Tracking grants to ensure prompt receipt and acknowledgement of receipt.

Co-ordinating and assisting Finance Manager with grant related duties

including processing, verifying and recording of applications.

Processing donations and generating thank you letters to donors

Acknowledgement and Recording of Gift Aid Notes

05/2006 - 01/2010: Case Worker & Legal Research Ass't: Churches Refugee

Network:

Preparation and arrangement of case bundles, notices, witness statements

and proof reading of relevant legal paper work

Covering reception desk and responding to incoming calls and online

enquiries

Preparation of interview rooms and maintaining stationery and inventory

levels

Liaising and coordinating information between clients and legal teams

Monitoring and recording income from trusts, corporates and other sources

Assisting in Researching and identifying of potential grant donors

Assisting in writing and sending proposals, reports and correspondence to

identified potential donors, and follow-ups

Liaising with both local and international partner organisations to obtain

information on individual asylum cases

Administering and coordinating the welfare, facilitation and training of

volunteers

Sign posting asylum seekers to community and Partner Organisations

Acknowledging and filing online application forms

07/02 - 04/07: Facilities & Estate Services Supervisor: Royal Vets College

- Camden

Testing smoke or fire alarm systems on a weekly basis and maintain a log of

tests and report any faults to the contractor for rectification, and

maintaining Health & Safety standards

Ensuring that all lifts, doors and gates are in good working order and

report any faults to the contractor for rectification.

To assist with the running of high profile large events, open days and PG

events

Responsible for reporting any communal repairs to all the properties to the

contractors for rectification

Supervising of Cleaning Staff and ensuring that they perform their duties

as required

Cleaning light fittings and to test lighting systems weekly replacing where

necessary minor parts such as tubes, bulbs, fuses starters and diffusers,

in accordance with safe working practices.

To be responsible for ensuring clear and safe pedestrian access to the

estate particularly in adverse weather conditions (e.g. clearing snow,

gritting etc.)

Co-ordinating weekly cleaning rota for student halls of residence

Other Duties

From 06/2009: Charity Trustee: The Community Charity of St. James's London

Participating in formulating and regularly reviewing the strategy of the

charity

Ensuring that the policies and practices of the charity are in keeping with

its objectives

Ensuring that the charity functions within the legal and financial

requirements of a charity and strives to achieve best practices

Contributing to decision making and attending monthly meetings

Other Short Professional and Personal development courses and skills

Training in health and safety and risk assessment (2012)

Leadership and People Management - Certificate (2011)

Customer Service and Conflict Management (2010)

Emergency First Aid in the work place (2008)

Full Clean UK Driving Licence (2008)

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