Customer Service Project Coordination
Resume:
GABRIEL OMUGA
Toronto, ON 437-***-**** ******.******@*****.***
PROFESSIONAL SUMMARY
Experienced professional with a background in project coordination and customer service, dedicated to efficiently managing projects and fostering strong client relationships to ensure customer satisfaction and project success.
HIGHLIGHTS
Training and Performance Enhancement: Dedicated
to enhancing employee performance through training, monitoring, and morale-building abilities.
Customer Service and Relationship Building: Strong customer relations aptitude and relationship-building skills, focused on client satisfaction.
Leadership and Management: Analytical problem-
solving skills and talents in team building, leading, and motivating.
Project Coordination and Organization: Proficient in after efficient workflow and goal achievement.
PROFESSIONAL EXPERIENCE
Recreational Respite Inc. Toronto, ON
Respite Worker- Full time Mar 2024 - Present
• Provide Direct Care:
Offer personalized care to autistic children, ensuring their safety and well-being. Assist with daily living activities, including feeding, dressing, hygiene, and mobility as needed. Monitor the child’s physical and emotional condition, reporting any significant changes to the supervisor. Engagement and Development:
Plan and implement activities that cater to the child’s interests and developmental needs, including sensory play, social skills training, and educational games. Support the child in developing communication, social, and coping skills through structured and unstructured play.
Encourage participation in activities that promote physical exercise and healthy habits.
• Behavioral Support:
Implement behavior management strategies as outlined in the child’s individualized care plan. Use positive reinforcement techniques to encourage desired behaviors. Manage challenging behaviors with patience, consistency, and according to established guidelines.
• Communication and Documentation:
Maintain open communication with the child’s family, caregivers, and other support staff. Document daily activities, progress, and any incidents that occur during respite care. Participate in regular meetings with the care team to review the child’s progress and adjust care plans as needed.
X- Movement Inc
Child and Youth Worker -Part/time April 2024- Present
• Delivering fun and engaging, high energy wellness-focussed after school programs
• Organising workshop activities including games, fitness challenge, mindfulness exercise, simple dances and teamwork activities.
• Planning all after school activities for children ages 2-14 years UAE Lifenity International Nairobi, Kenya
Business Manager Apr 2023 – Oct 2023
• Successfully established a new branch for a UAE-based company in Kenya, leveraging my Startup experience and business management skills to set up an office and recruit a strong team.
• Utilized research skills to secure a prime location for the company's laboratory business in Kenya's competitive market, while streamlining business processes through the implementation of new project management tools and techniques.
• Improved overall team productivity through effective leadership and fostering a positive work environment.
• Developed strategic partnerships with key stakeholders, resulting in significant growth opportunities, and managed cross-functional teams to ensure timely project completion within budget constraints. Chrystallab Pathologist Nairobi, Kenya
Business Consultant Aug 2021 – Mar 2023
• Leveraged Business Intelligence and Power BI tools as a Business Specialist to analyze business prospects, resulting in retaining 80% of existing customers and successfully onboarding new clients with CRM.
• Developed business strategies based on comprehensive market research and competitor analysis.
• Conducted employee training sessions on change management principles to facilitate smooth organizational transitions during growth phases or restructuring initiatives.
• Developed complete business plans and operational strategies for new and existing businesses, introducing new methods, practices, and systems to reduce turnaround time, and recommending improvements to meet changing demands.
Ilara Health Nairobi, Kenya
Channel Manager Feb 2021 – Jul 2021
• Enhanced channel partner relationships through consistent support, information, and guidance.
• Developed and executed strategic plans for channel sales growth and expansion into new markets.
• Managed key accounts to ensure customer satisfaction, retention, and ongoing business development, resulting in increased revenue.
• Implemented efficient reporting systems to track channel partner progress and established profitable pricing strategies tailored to unique needs within different channels or market segments. Dr. LalPathalabs Ltd Nairobi, Kenya
Area Sales Manager Jan 2020 – Feb 2021
• Introduced an Indian-based laboratory Startup to Kenya as an Area Sales Manager, utilizing market research, analysis, and budgeting skills, resulting in the company commanding 35% of the market in its first year of operation.
• Implemented systems and ensured compliance with medical and laboratory governing bodies in Kenya, while collaborating with sales, marketing, and management teams to achieve shared objectives.
• Facilitated business growth by implementing practical networking techniques, aligning company goals with customer outcomes, and increasing satisfaction through automated contact management systems.
• Managed revenue models, process flows, operations support, and customer engagement strategies, maintaining financial controls, planning business operations, and controlling expenses to identify and pursue opportunities for growth and increased profits.
Metropolis Healthcare Nairobi, Kenya
Territory Manager Feb 2017 – Jan 2020
• Onboarded 15 insurance companies, signing long-term contracts, which improved customer satisfaction and retention through frequent visits, timely responses to inquiries, and effective problem resolution.
• Developed strong relationships with key decision-makers in the assigned territory, fostering trust and loyalty.
• Implemented successful sales strategies to consistently exceed quarterly quotas and drive revenue growth.
• Negotiated contracts skillfully, securing long-term agreements with clients that significantly contributed to revenue growth, while coordinating trade show participation efforts that increased brand visibility and led to valuable networking opportunities within the industry. EDUCATION
Kenya Institute of Management, Nairobi, Kenya Sep 2004 Associate of Arts in Marketing Management & Customer Relationship Marketing Kabete Technical Training Institute, Nairobi, Kenya Dec 2003 Associate of Applied Science in Pharmacy Technician CERTIFICATES & TRAINING
• Workplace Violence Management - Canadian Centre for Occupational Health and Safety, Toronto - March 2024
• Anger Management Certification - Alison Online, Toronto - March 2024
• Opioid Harm Reduction - Canadian Red Cross, Toronto - Feb 2024
• Psychological First Aid - Canadian Red Cross, Toronto - Feb 2024
• First Aid for Opioid Poisoning Emergency - Canadian Red Cross, Toronto - Feb 2024
• Certified CPR/AED and First Aid - National Healthcare Provider Solutions, Toronto – Feb 2024
• Mental Health Counselor - Canadian Centre for Occupational Health and Safety, Toronto – Feb 2024
• WHMIS 2015 - Toronto – Feb 2024
• Adult First Aid/CPR/AED - Canadian Red Cross, Toronto - Jan 2024
• Valid G Driving License
LANGUAGES
Bilingual in English and Swahili
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