Manager Customer Service

CURRICULUM VITAE

Personal Information

Name: George Kithinji Mwirigi

Current Address: Doha, Qatar

Mobile: +974-********

D.O.B.: 15th

September 1993

Nationality: Kenyan

Passport: A2134652

Email: add20x@r.postjobfree.com

Driver’s License: Qatar light vehicle.

Seeking Career in: Administration/ Customer service. Career objective:

To succeed in an environment of growth and excellence and earn a job which provides me the opportunity to utilizes my skills and experience and helps me to achieve personal as well as organization goals.

Employment History

Ibin Ajayan Trading Co. W.L.L (Capital Taxi-Mowasalat)-Administrator Oct 2014-May 2020 Company Profile: IBIN AJAYAN GROUP was established in 1967 by one of Qatar’s motivated and business families. The Story of the group started with a local transportation company which worked to deliver the perfection in quality and customer services. IAG is growing fast forward today by the leader Chairman Mr. Mohammad Mahdi Al Ahbabi and a team of experienced managers in the field with over 1000 well trained employees, to be one of the leading commercial groups in the state of Qatar having a diversified business portfolio in Automotive Dealerships, Trading Business, Transport Services, Maintenance Services, and other Services Sector such as Catering, Security and Earthmoving. CAPITAL TAXI has launched its Taxi Services in Qatar on 17th October 2014 under the Mowasalat/Karwa Taxi franchise Program. CAPITAL Taxi is the subsidiary of IBIN AJAYAN TRADING GROUP a Qatar based company, whose mission is to provide reliable, timely, and safe cab services, along with computer-aided dispatch. The company will establish its presence in the industry, Customers will benefit from capital taxi service that delivers on quality.

Duties/responsibilities

Operations

Extract and analyze data and report to the manager to evolve strategic vision, driving changes, infusing new ideas and taking business performance and productivity to the next level.

To take lead in preparing, compiling and coordinating reports/working papers for presentation to the Management

Ensure the office had enough supplies i.e. Stationery to facilitate everyday operational activities.

Supervise dispatch/Key control team and provide any support needed to facilitate a quick flow of dispatch.

In charge of creating and supervising time schedules of shuttle services for transporting staff(s) in accordance to their respective shifts

Preparing duty rosters to meet Operational requirements.

To take initiative steps to address any issue that is affecting the daily operational work that needs prompt actions

Support collection executives to enforce guidelines set of timely payments Fleet

Prepare Daily reports and Monthly reports and send to the Management

Collect data from service advisors, Body shop and Operations to update statuses of the fleet daily

Ensure necessary documents are procured for reported accidents and any relevant documents related for to the fleet i.e. Insurance Documents, Istimara etc.

Make requests relevant to the fleet which include: Vehicle registrations request

Support service advisors by notifying various statuses of vehicles for prompt actions I.e. Istimara expiry.

Support PRO in document procuring by giving them data of various accident details or any other relevant information.

Quality Service Agent & Customer complaints handler

Supervise Taxi drivers’ induction training to the organization after recruitment and support with familiarization to their surroundings/Establishments.

Educating drivers on the processes and compliances that should be adhered to as stipulated in KPI’s set out by the Taxi Management Office (TMO)

Inspect drivers while dispatch is ongoing to ensure drivers are well groomed and in proper uniform before they start their respective shifts

Receipt and record of all complaints from the public and policyholders in Complaint Workflow System

Responsible for handling & resolving customers complaints received via letter, email, as well as through regulatory bodies i.e. Taxi Management office (TMO)

Obtain necessary information /updates from other departments for the resolution of the complaint.

Ensure a proper resolution is provided to the complainant on company's decision and findings which is updated in the system

Ensure compliance of all relevant procedures as stipulated in the KPIs set by TMO

To gather information & data statistics on complaints including root cause analysis as well as recommendations solutions for Management review and evaluation.

To ensure complaint handling are in accordance to the existing regulations and guidelines. Procurement

Provide operational coordination and administrative services, to support procurement projects and activities, following standard processes and contributing to the effective procurement of good and services.

Research, collect and analyze data to produce reports to enable informed decision making by Procurement Officers, and consistency of information presented to stakeholders.

Manage updates and records, to ensure information is accurate, organized, and available at any given time.

Providing practical advice and guidance, to ensure individual and team objectives are delivered to agreed standards and deadlines.

Payroll clerk

Calculating payable commissions, bonuses and deductions for employees and forwarding to payroll officer for verification and processing of salaries

Collecting and verifying necessary data used for time sheets preparations from different Departments

Answering employees' questions and concerns regarding payroll.

Issuing statements detailing earnings and deductions

Investigating and resolving payroll discrepancies.

Maintaining and updating payroll records

Karwa Call Center (Mowasalat)-Franchise Support Agent June 2017 – July 2017 Duties/responsibilities

Improve awareness to drivers on business opportunity through Call Center Trips or mobile application & to successfully optimize auto or manual Dispatch system.

Support drivers on-call when facing challenges while on route to customer’s pick-up location(s)

Resolve disputes between driver(s) and customer(s) when faced with situations they cannot agree on.

Maintain reports of driver grievances to be able to understand field challenges and tackle the same effectively. Fadhili Logistics-Support Agent December 2013 - August 2014 Duties/responsibilities

Record keeping and data entry.

Organizing respective shifts according to cargo availability.

Coordinating Deployment of units for various assignments

Supervised onloading and offloading of cargo.

Looking for assignments by coordinating with Agents as well as consumers in need of services.

Approaching organizations to market services offered by the (transportation services).

Reporting on new job finding for contract signing and/or job allocation.

Delivery of local purchase orders (LPOs) to the required signatories.

Maintained customer relations with both new and existing clients Career highlights

Instrumental part of team for the blueprint of various reports requirement by various department

Improvement of call center bidding response by improving the Participation percentage for a low 3.6% to an average participation percentage of 76%

Successfully multitasked on numerous roles

As part of the fleet team, my contribution to the fleet team with good planning of reports and timely acquisition of required documentation for required documents was awarded by been declared best maintained vehicles in Qatar

(https://www.iloveqatar.net/news/general/your-all-in-one-guide-to-the-different-colors-of-the-karwa-taxis) Education Background

Ongoing: Bachelor of Business and Information Technology (BBIT)-Mount Kenya University

2008 -2013: Kenya certificate of Secondary Education- Keeru Boys High school

1997-2007: Kenya certificate of Primary Education- New Light Junior Academy. Information Technology Skills

Proficient in the use of Microsoft office suite

Use of a wide range of multimedia systems and applications Research skills

Experience in research including interviews, desk and library-based research, database searches and online research

Developed critical and analytical abilities

Ability and experience working to beat deadlines

Ability to beat set targets

Impeccable attention to detail

Communication & Organizational Skills

Excellent language skills – written and oral English, intermediate in Arabic speaking

High-level organizational and time-management skills

Ability to work unsupervised.

A team leader and a team player.

Customer facing experience.

Has been Successful at dispute management and resolution

Good understanding of operational environment and analytical skills

Ability to communicate with a diverse group of individuals Personal values

Self-driven

Impartial

Responsible

Organized

Motivated

Creative

Hobbies

Sports

Watching Documentaries

Socializing.

Referees

Mr. Parvez Khan

Fleet Supervisor, Capital Taxi

Cell : +974-********

Email: add20x@r.postjobfree.com

Mr. Ahamed Sameem

Department Head, Capital Taxi

Cell: +974-********

Email: add20x@r.postjobfree.com

Mr. Ayman Farouk

Managing Director, Ibin Ajayan Trading Co. W.L.L

Cell: +974-********

Email: add20x@r.postjobfree.com

Mr. Amit Bahl

Karwa Call-center Manager

DL: +974-********

Email: add20x@r.postjobfree.com

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