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Customer Service Care

Location:
Rawdat Al Khail, Qatar
Salary:
QR.12000
Posted:
January 10, 2020

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Resume:

Samuel Ngare Ombega

Qatar

Mob: +976*******

Email: ada9h0@r.postjobfree.com

Objective

Leadership, Client Management, Process Management, Customer Care and Data analysis are the main areas of excellence. A professional with 5+ Years of experience in Customer Care (Call and Chat), Facilities management, Process Management and quality.

An analytical problem-solver with demonstrated ability to manage and execute plans under pressure of fast-paced time-sensitive environments. Possess a flexible & detail oriented attitude. To obtain the above position in order to enhance my Capabilities and best utilize the Skills & Experience, which I have gained over the past years. Given below, is my resume for your kind consideration.

Employment Details

Employer

Al Futtaim- Doha Festival City

Position

Fault Reporting Center Operator

Location

Doha, Qatar

From-To

22 Nov 2016- till date

Responsibilities

I am a part of the team that operates the Maintenance Department Facilities Centre, by attending to user telephone requests, recording the requests onto the system and dispatching it to the shift breakdown team for attendance and closing the loop of each request till completion. To issue vehicle / infrastructure keys and monitor / manage this movement. To record / report all safety incidents and first aid box items usages and monitor the status of telecommunications sites infrastructure.

•Handling all maintenance and scheduling calls of DFC, subsidiary building

•Responsible for attending/recording of all incoming calls request and dispatching them to respective breakdown team personal for swift response and action.

•Inform the field supervisors and maintenance contractors of faults and track corrective actions till faults are cleared.

•Responsible for escalation of any breakdown emergency or incidents to respective department Engineer and Chief Engineers.

•Ensure faults are reported and cleared within the defined timescales.

•Providing information to all top officials including COO about all operational and maintenance critical issues

•Daily, weekly, monthly reporting to Facilities Manager

•Ensuring Network is under surveillance 24/7 and that alarms are reported and escalated on time.

Follow up issues resolution to achieve network uptime targets.

•Escalating and report as per FRC procedures.

Employment Details

Employer

Hamad International Airport

Position

Command Center Operator

Location

Doha, Qatar

From-To

28 July 2014- 28-oct-2016

Responsibilities

I was part of the team that operates the Maintenance Department Fault Reporting Centre, by attending to user telephone requests, recording the requests onto the system and dispatching it to the shift breakdown team for attendance and closing the loop of each request till completion. To issue vehicle / infrastructure keys and monitor / manage this movement. To record / report all safety incidents and first aid box items usages and monitor the status of telecommunications sites infrastructure.

•Handling all maintenance and scheduling calls of airport, subsidiary building

•Responsible for attending/recording of all incoming calls request and dispatching them to respective breakdown team personal for swift response and action.

•Inform the field supervisors and maintenance contractors of faults and track corrective actions till faults are cleared.

•Responsible for escalation of any breakdown emergency or incidents to respective department Engineer and Chief Engineers.

•Ensure faults are reported and cleared within the defined timescales.

•Providing information to all top officials including COO about all operational and maintenance critical issues

•Daily, weekly, monthly reporting to FRC Supervisor/Assistant FRC Manager

•Ensuring Network is under surveillance 24/7 and that alarms are reported and escalated on time.

Follow up issues resolution to achieve network uptime targets.

•Escalating and report as per FRC procedures.

Employer

XFOR Security Solutions

Position

Logistics Manager

Location

Mombasa Kenya

From-To

14th March 2010- 30th May 2012

Responsibilities

Execute XFOR warehouse and inventory computer systems

Create and implement XFOR shipping/delivery routes and schedules

Tracking shipment progress

Carry out safety/security processes and procedures

Lead the development of strategy sourcing the equipment, materials and logistics

Create the supply sources date on fleet, equipment and repairs

Employer

Kenya Airways

Position

Customer Service Agent

Location

Jomo Kenyatta Airport. Nairobi Kenya

From-to

Dec 2012 to Jan 2014

Employer

Kenya Airways

Position

Customer Service Agent

Location

Nairobi Kenya

From-to

Dec 2012 to Jan 2014

Responsibilities

Overseeing the inside gate or ticketing/check-in operations of all assigned flights during a scheduled work shift, and oversee certain cross-utilized employees such as baggage handlers. Gate and ticketing needs keep them on call and highly active during delays, cancellations and the re booking of flights. Answers customer inquiries that require a Supervisory level assistance. Ultimately responsible for the on-time performance of each flight arrival deplanes and flight departure boarding.

•Check-in agent, Verifying documents

•Making sure that passengers find the journey by air safe and comfortable.

•Coordinating with the airport staff for smooth and safe airport operations.

•Answering passenger queries about the arrival and departure of the flights.

•Keeping the record of changing airport schedules and making public announcements for the passengers’ convenience.

•Dealing with passenger enquiries about flight departures and arrivals

•Controlling the delayed flights and canceled flights

•Direct passengers to luggage areas and report lost luggage

•Help passengers requiring special assistance, such as VIPs, disabled passengers, parents with infants and younger passengers travelling alone

Academic

Institution

Completion

Bachelor of Business Administration

Jomo Kenyatta University Of Agriculture and Technology

2011

Diploma Customer cargo Management and Customer service

Unity College of Professional Studies

2012

Schooling

Embakasi High School

2006

Professional Qualification

•Customer Care Service and Guest Relation

•MS-Word, Excel & Power Point

•Oracle Systems

•Desigo and Fire Works Systems

•Opera reservation systems

Prominent Attributes

•Willingness and ability to shoulder any relevant job responsibility.

•Profound knowledge of the integral airline processes and procedures.

•Proven ability to handle all the airline ticketing and reservation procedures.

•Commendable proficiency in operating relevant Microsoft Office tools and web-based applications.

•Proven efficiency in handling stressful situations and complicated airline practices.

•Quick and accurate comprehension and interpretation of the office documents and ability to handle daily correspondence competently.

•Capability to work for longer durations with equal efficiency.

Declaration

Personal Details

Current Address

#38, Ezdan Village,

Al Wakra

Doha, Qatar

Linguistic Capabilities

English,

Swahili and Arabic

Nationality

Kenyan

Father’s Name

Johnson Ombega

Birth Date:

22-Aug-1988

Mother’s Name

Margret

Marital Status:

Single

Passport No:

B052405

Gender:

Male

Date of Issue:

02-Dec-2009

Place of Birth:

Nyamira

Date of Expiry

02-Dec-2019

I do hereby declare that the information provided above is true to the best of my knowledge and belief. If I get an opportunity, I assure that I will work sincerely to meet your expectation



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