MIRIAM NZIOKA

Dubai UAE ■ +971-*********■ ad15k8@r.postjobfree.com

PROFESSIONAL

SUMMARY

** ***** **** ** ************ Experience Specializing in CUSTOMER SUPPORT SOLUTION / Customer Service Specialist in DUBAI GOVERNMENT OWNED COMPANIES i.e

(JAFZA AUTHORITY, DP WORLD & DUBAI CUSTOMS)-ALL IN ONE STOP SHOP; DUBAI- UAE.

These Made Me A Global Thinker in the Global Marketplace Causing Me to Earn INTERNATIONAL EXPOSURE dealing with MultiNational Customers from different Nationalities; With Wide Knowledge in INTERNATIONAL COMMERCE & CROSS BORDER BUSINESS Solving REAL-LIFE Problems- EXACTLY MY PASSION & ALL WHAT YOU REQUIRE. Well Versed with DP WORLD UAE'S BIGGEST LOGISTICS HUB & DP World's FLAGSHIP that is the JEBEL ALI PORT, Vessel & Container Enquiry, Shipping Lines and Agents Services, Clearing and Forwarding and Hauliers Services. Diverse Experience on DUBAI CUSTOMS Import/Export Clearance Procedures, Declarations types (BOE), Customs Inspections & Customs Registrations (The eMirsal Codes). Diverse Experience on (JAFZA AUTHORITY) Largest FREEZONE in the MIDDLE EAST. Company Set Up/Company Formation, New License & Renewals, Jafza Property Leasing, JAFZA OFFSHORE Company registration & BANK ACCOUNT OPENING, All Employees Government Services (VISA APPLICATION, VISA RENEWAL; VISA TRANSFERS & CANCELLATION Procedures-All through a POSITVE STYLE. SKI LLS • Detail-Oriented Professional with Top

Skills in CLIENT RELATIONS, Problem-

Solving. Highly Skilled in

• Drives Results. End-Result focused

• Delivers in the Midst of Adversity, Finds a

Solution.

Addressing MULTIPLE SERVICES, Ready • Adaptability & Evolve. No!' is Never the to help with FOCUS on finding creative

solutions to conflicts and complaints.

• Strong Customer Service Skills with the

Ability to Engage Customers in

conversation regarding products and

services with

Excellent Verbal and Written

Communication Skills. IELTS QUALIFIED.

• OFFICE ADMINISTRATIVE SKILLS- Time

Management with MultiTasking.

SYSTEM SKILLS

• Well Versed with AX Dynamics CRM,

Dubai Trade Online Portal.

• CC Genesys System, Cisco

Customer Relation Management

(CRM), CC Database, Oracle Cloud

and Manage Engine & MS Office

Packages

first reaction. Looks for Practical Ways

• Customer Oriented, Problem Analysis

& Problem-Solving

• Eyes Focused on Excellence with

Listening skills.

Have a Growth Mind-set, Emotional

Intelligence & Leadership

Well Versed on KPIs in Customer

Service area, such as the First Call

Resolution (FCR), Customer

Satisfaction Index (CSAT), AHTs,

SLA, ATT, ACD and CC Operational

Shifts, PEAK TIMES and Entire C.C

Operations management.

WORK HISTORY CUSTOMER SERVICE REPRESENTATIVE- Since 04/2012 DP WORLD (Dubai Trade) Dubai-UAE

Supporting Customers from FOUR GOVERNMENT BUSINESS UNITS, i.e (Jebel Ali Freezone Authority, DP World, Dubai Customs & Dubai Trade}- ALL IN ONE STOP SHOP.

Advising Importers/Consignee's/Shippers on DP WORLD JEBEL ALI PORT on (Vessel Enquiries, Container Enquiries, Port Charges & Payment).

Dubai Customs, Imports Clearance (IMPORT DECLARATIONS) and Exports, Shipping Lines Services and Agents, Clearing and Forwarding Services, Hauliers, and Free Zone Licensees through a POSITVE STYLE.

Advising Clients on JAFZA Government Affairs Services i.e Employment Visas Application / Employment Cancellation/Employment Transfers /Ban/All Employee Affairs for Freezone Companies.• Supporting Customers on New Company Set Up/Registration, New Licenses

& Renewals, Jafza Property Leasing and Renewal, JAFZA Offshore Company registration and renewals.

Accurately Listening to Customers Concerns, Requirements, Complaints, and Solving their Problems

Identify Priority issues, Register Case & Escalate to designated Departments for timely Resolution to drive Client Retention.

Exceptional Customer Service- Guiding Clients with Online DUBAI TRADE PORTAL Services and Navigation in Guarantee to Customer Satisfaction Style.

Follow-up on Outbound Calls to uncover Customer needs on products & Services and Updating Customer Databases- CRM System to Maintain Customer Records.

Proven Record of WARM RELATIONSHIP with New and Old Customers Resulting to Retaining Customers

Rapidly gaining Knowledge& Successfully maintain Complete Knowledge of Proven Track Records of JAFZA PRODUCTS.

UNIQUE ACTIONS-Worked Extra Hours during RAMADA FASTING to Support Business & my Fasting Colleague (Unpaid Hrs).

CUSTOMER SERVICE REPRESENTATIVE 2007 to 2012

JAFZA-Jebel Ali Freezone Authority, Dubai-UAE

Supporting Customers Enquiries Via Phone & Email On JAFZA Services i.e:-

Employment Visas Application / Employment Cancellation/Employment Transfers// Ban/Employee Sponsorship & Generally Government Services for Freezone Employees

High Level Knowledge of JAFZA PRODUCTS Advising on Freezone Company Registration / Company Set, New

Licenses Application & Renewals & Product Leasing.

Advising on JAFZA Offshore Company registration and renewals

Jafza Products Leasing and Renewal

Follow-up on Outbound Calls to uncover Customer Satisfaction, Needs on Products & Services

Maintained Excellent Customer Satisfaction by delivering high-quality customer service and dealing with all matters appropriately

Dealt with Complex Complaints and Angry Customers professionally and politely, resolving issues with favourable solutions

Assisted customers on system navigation & Updating Customer Databases- CRM System

Proven Request of WARM RELATIONSHIP with New and Old Customers Resulting to Retaining Customers

Rapidly gaining Knowledge& Successfully maintain Complete Knowledge of Proven Track Records of JAFZA PRODUCTS.

UNIQUE ACTIONS-Worked Extra Hours during RAMADA FASTING to Support my Business & my Fasting Colleague (Unpaid Hrs).

ADMINISTRATIVE OFFICER /SECRETARY GENERAL 2005 to 2007 2nd Nature Landscape & Architects

• Unique Experience & Skills on Office Administrative Roles.

• Answering all the Calls, giving Solutions or Transferring to the Incharge Depts.

• Greeting all Guests & Clients as they walked in & Out of the Office,

• Booking Meetings, Appointments & Conferences

• Writing Business Correspondences on behalf of senior office staff & Handled Emails.

• Organising Staff Travels including Flight Bookings, Hotels Bookings, Transport and Restaurants reservations

• Keeping Office Petty Cash & Purchasing Office Stationery & Supplies

• Answering all Incoming Calls & diverting them to responsible departments

• Receiving and Dispatching Mails/Couriers

• Photocopied, Printed, Faxing & Binding Office Manuals

• Sourced vendors for supply, office equipment and facilities maintenance needs. SENIOR CUSTOMER SERVICE OFFICER 2003 to 2005

& 1996 to 2001.

Bivac International (Bureau Veritas) NAIROBI

• Same as DP WORLD (Dubai Trade) Dubai-UAE

ASSISTANT COMPANY SECRETARY / ADMINISTRATIVE OFFICER 06/2001 to 02/2003 XERODOC (XEROX) K LTD

• Same Duties as 2nd Nature Landscape

EDUCATION CERTIFICATE:- CERTIFIED TRADE & LOGISTICS PROFESSION (CTLP), 2014 Dubai Trade - Dubai - UAE

Comprehensive Programme that covered end to end processes of IMPORT & EXPORT in the UAE and the region

CERTIFICATE : Customer Service Management, 2014

INSIGHTS CALL CENTRE Dubai-UAE - Essentials &

Advanced Agent Skills; Customer Representative

Essentials

CERTIFICATE:- Customer Service Management, 2008 GLOBAL EVOLVE - Knowledge Village Dubai -UAE Certificate of Higher Education: C3E

Effective Communication & Handling Dissatisfied Callers Active Listening & Contact Management

DIPLOMA:- Business Management & Administration, 2004 Kenya Institute of Management (KIM) - Nairobi-Kenya, Kenya IELTS (International English Language Testing System) QUALIFIED-2023 Computer Packages

1 998 Kenya Universal College - Kenya

CERTIFICATE : Secretarial Studies And Office Administration, 1998 Wote Training Institute of Secretarial Studies - Nairobi

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