Customer Service P O
Resume:
CURRICULUM VITAE
Personal Information:
Name: Regina Kankhwani
Address: P.O. Box 3039, Blantyre, Malawi
Cell No: +265-***-***-***
Email: **********@*****.***
Nationality: Malawian
Objective:
Dynamic and results-oriented business administration graduate and Diploma and marketing holder with a solid foundation in various aspects of business management, seeking to leverage academic achievements and practical experience to contribute effectively to a progressive organization. Proven track record of driving brand awareness, customer engagement, and revenue growth through innovative marketing strategies tactics and Business Management.
Education
Bachelor of Business Administration (BBA)
College: Share World Open University.
Diploma in Marketing (Chartered Institute of Marketing CIM)
College: University of Malawi-Management Centre
Current study: Post Graduate Diploma (CIM)-Towards Chartered Marketer.
Relevant course work: Business Administration
Principals of management, Marketing Principals, Business Law, Strategic Management, Microeconomics and Macroeconomics. Managerial Accounting. Human Resource Management, Organizational Behavior, Business Ethics and Corporate Social Responsibility.
Relevant course work: Marketing
Marketing Management, Consumer Behavior, Market Research, Principles of Marketing, International Marketing and Marketing Strategy.
Key Skills:
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Strong analytical and problem-solving abilities
Excellent communication and interpersonal skills
Familiarity with project management methodologies
Ability to work independently and collaboratively in a team environment.
Solid understanding of business principles and practices.
Familiar with SAP system.
Work History.
Current Employer: Telekom Networks Malawi Plc
Year 2006-2024
Positions held.
2006-2008
TNM Customer care Supervisor- Call center
Duties: Supervising Customer Service Team: Manage and lead a team of customer service representatives, including hiring, training, coaching, and performance evaluation.
Monitoring Service Quality: Ensure that customer service representatives deliver high-quality service to customers by monitoring calls, emails, chats, and other interactions, and providing feedback and coaching as needed.
Handling Escalated Issues: Handle escalated customer inquiries and complaints that cannot be resolved by front-line staff, and work to find satisfactory resolutions while maintaining positive customer relationships.
Developing Policies and Procedures: Develop and implement customer service policies, procedures, and standards to ensure consistency and efficiency in service delivery.
Performance Management: Set performance goals and targets for the customer service team, and track progress towards achieving them. Recognize top performers and address performance issues as they arise.
Collaborating with Other Departments: Work closely with other departments such as sales, marketing, and product development to address customer issues, provide feedback on customer needs and preferences, and ensure a seamless customer experience across all touchpoints.
2008-2014
TNM Shop supervisor
Supervising Service Center Staff: Manage and lead a team of service center technicians and customer service representatives, including hiring, training, scheduling, and performance evaluation.
Ensuring Customer Satisfaction: Ensure that customers receive prompt, courteous, and effective service by monitoring service center operations and addressing any issues or concerns that arise.
Technical Support: Provide technical assistance and guidance to service center staff to help them diagnose and resolve technical issues with telecommunications equipment, devices, and services.
Managing Workflows: Coordinate and prioritize service center activities, including customer inquiries, equipment repairs, and service installations, to ensure efficient workflow and timely resolution of customer issues.
Inventory Management: Oversee inventory levels of telecommunications equipment, parts, and supplies, and ensure accurate tracking and replenishment to support service center operations.
Quality Assurance: Implement and enforce quality assurance processes and standards to ensure that repairs and installations are performed accurately and meet company and industry standards.
Handling Escalated Issues: Handle escalated customer inquiries and complaints that cannot be resolved by front-line staff, and work to find satisfactory resolutions while maintaining positive customer relationships.
Training and Development: Provide ongoing training and development opportunities for service center staff to enhance their technical skills, product knowledge, and customer service abilities.
Performance Management: Set performance goals and targets for service center staff, and track progress towards achieving them. Recognize top performers and address performance issues as they arise.
Maintaining Equipment and Facilities: Ensure that service center facilities, equipment, and tools are well-maintained and in good working condition to support efficient operations and provide a safe and comfortable environment for staff and customers.
Producing Monthly reports on Shop Operations to the Head of Customer Service.
2014-2004
TNM Credit Controller
Credit Assessment: Evaluate the creditworthiness of new and existing customers by analyzing their financial statements, credit reports, payment history, and other relevant information.
Credit Policy Development: Develop and implement credit policies and procedures to establish guidelines for extending credit, setting credit limits, and managing credit terms and conditions.
Customer Onboarding: Review credit applications and establish credit terms for new customers, including setting credit limits and payment terms based on their creditworthiness and risk profile.
Invoicing and Billing: Generate and send invoices to customers in a timely and accurate manner, ensuring that billing details are correct and payment terms are clearly communicated.
Payment Processing: Monitor customer accounts and follow up on overdue payments through phone calls, emails, and letters. Negotiate payment plans and settlements with delinquent customers as necessary.
Cash Allocation: Record and allocate customer payments to their respective accounts in the accounting system, ensuring accuracy and timeliness in cash posting.
Dispute Resolution: Investigate and resolve billing discrepancies and disputes with customers, working closely with internal departments such as sales, customer service, and operations to address issues and prevent future disputes.
Credit Risk Management: Monitor and assess credit risk exposure, identify potential credit risks, and take proactive measures to mitigate risk, such as adjusting credit terms, reducing credit limits, or placing accounts on hold.
Debt Collection: Initiate legal action or engage third-party collection agencies to recover outstanding debts from delinquent customers when necessary, adhering to legal and regulatory requirements.
Reporting and Analysis: Prepare regular reports and analysis on accounts receivable aging, cash flow, bad debt provision, and other key performance indicators to management, providing insights and recommendations for improving credit control processes and performance.
Customer Relationship Management: Build and maintain positive relationships with customers by providing excellent customer service, addressing their inquiries and concerns promptly, and working collaboratively to resolve payment issues.
Compliance: Ensure compliance with relevant laws, regulations, and company policies related to credit management, data protection, and debt collection practices.
Conclusion:
I am excited about the opportunity to contribute to your company, and I am confident that my skills and experiences align well with the requirements of relevant positions in your company I am eager to discuss how my background, talents, and passions can benefit your team and contribute to the success of your organization.
Contact this candidate