Assistant Customer Service

Customer Happiness Optimizer

Kitopi LLC- Dubai Jun 2019 - Mar 2020

Provide feedback to training team on possible

training enhancements for both Sales and

Operations

Work directly with all stake holders

(customers, sales and operations) to resolve

any outstanding issues and get the solar

upgrade back on track

Participate in ongoing development of the

Customer Satisfaction Team processes

Compassionate and patient when dealing with

upset customers

Document interactions including the reason for

potential cancellation

Talent for staying calm under pressureFollow

department protocol regarding priorities and

customer communication

Works with management to develop and

implement strategic plans, initiatives, and

directions.

Ensures key performance metrics, including

call center statistics, response times, order

accuracy, ecommerce utilization, and

customer satisfaction measures are defined

and achieved

Verbal and written communication

Listening

Professionalism

Microsoft Office (Word, Excel, Outlook)

Supply management

Customer focus

Organization and planning

Handling pressure and tolerating stress

Attention to detailInitiative

ReliabilityMultitasking

Efficiency

Conflict resolution

Problem-solving

Prioritizing

Time Management

Analytic mind, good communication skills,

leadership

Felia P. Chapfiwa

Receptionist / Admin Assistant

Competent team player who can successfully inspire fellow colleagues. Motivated personnel with more than 7 years of customer service experience. Recognized for assessing operational needs and developing solutions to save costs, improve revenues, and drive customer satisfaction. Resourceful and well-organised with excellent leadership and team building record.

+971-***-***-*** *****.********@*******.*** Dubai - UAE Key Skills Work Experience

Achievements

Certificate in Business Administration –

2015

NEBOSH General Certificate Level 3 (NGC)

– 2019

GARDEN ON 8 SPORTS BAR OUTLET SUPERVISOR

Media One Hotel Dec 2015 - May 2019

Design exceptional menus, and continuously make necessary improvements Identify customers needs and respond proactively to all of their concerns Supervised F&B team and assisting the manager with, recruiting, training and appraising talented personnel

Establish targets, schedules, and procedures

Provide a two way communication and nurture an environment with emphasis in motivation and teamwork

Comply with all health and safety regulations

Report on management regarding sales results and productivity Ability to spot and resolve problems efficiently

Mastery in delegating multiple tasks.

Implemented new team on-boarding program, reducing training time from 4 weeks to 2. Worked closely with the director of food and beverages and my outlet manager to establish and deliver to guest needs.

Admin Assistant

POP UP College Jan 2015 - Nov 2015

Purchase all office requisition

Diary management to all senior management

Maintain an up-to-date student database.

Assist with all the admin work.

Met incoming customers and provided friendly, knowledgeable assistance. Improved office efficiency, managing client correspondence, record tracking and data communications.

Managed receptionist area, including greeting visitors and responding to telephone and in-person requests for information.

Monitored multiple databases to keep track of all company inventory. Adminstrative Assistant

Dialogic Management Services PTY – Johannesburg, South Africa Jan 2013 - Nov 2014 Reception manning and office management.

Minute taking for all management meetings.

Diary management for all Senior Management.

Manage all purchase requisitions and maintain office supplies Petty cash management

Maintain an up-to-date customer database

Assist the HR and Finance Managers.

Education

Beatrice High School - GCE O-Level

Bsc. Community and Public Health (Pending)

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