Service Consultant Second Class
Resume:
CURRICULUM VITAE
NAME: CHRISTINE NYABOKE OBINO
Gmail : ***************@*****.***
PHONE No. : 070*******
POSTAL ADDRESS : 733-40200 KISII.
CAREER STATEMENT.
To pursue a challenging career that will utilize and fully expand my intellect, knowledge, skills and experience towards both my personal growth and that of the organization
To use the acquired knowledge and skills in delivering services to any organization globally and to be the role model in the society.
To dedicate self to achievement of set goals and objectives through transparent, neutral services and enhancement of conducive environment.
ATTRIBUTES
Excellent communication skills: I am able to communicate effectively with a wide range of individuals by showing interest and carefully listening to their views and needs.
Decision making skills: given a number of alternatives, I can carefully evaluate them by weighing the strengths and weaknesses and critically reaching objective conclusions.
Management skills: having worked as part of a team, I have been able to plan effectively on my tasks as well as promote peaceful running of activities within the team.
Teamwork skills: as an employee at national bank, I have been able to work with seven outbound team members in ensuring maximum customer satisfaction is met and targets for the deposits mobilized are met.
Flexibility and adaptability: I am able and very willing to readily respond to changing circumstances and expectations.
Customer service skills: having worked as a service consultant I have learned to be patient with customers, attentive to their needs and deal with them in the best way possible.
EDUCATIONAL BACKGROUND.
2012-2016 : EGERTON UNIVERSITY
ATTAINED : BSc (ENVIRONMENTAL SCIENCE).
GRADE : SECOND CLASS UPPER DIVISION OF 68 POINTS.
Units handled are resource economics, environmental health, statistical methods environmental waste management, environment and international relations, environmental planning and project analysis, environmental law and policy and industrial management and environment among others.
2012 : KENYA INSITITUTE OF MANAGEMENT AND TECHNOLOGY
ATTAININED : CERTIFICATE IN COMPUTER APPLICATIONS
GRADE : CREDIT
2008-2011 : MOI NYABOHANSE GIRLS' HIGH SCHOOL
ATTAINED : KENYA CERTIFICATE OF SECONDARY EDUCATION
GRADE : B+ 69 POINTS
1999-2007 : KENYORO PRIMARY SCHOOL
ATTAINNED : KENYA CERTIFICATE OF PRIMARY EDUCATION
MARKS : 353MARKS.
WORK EXPERIENCE
NATIONAL BANK OF KENYA LTD. Dept: Marketing and corporate communication and customer service experience (mccce)
(FEB 2019-feb 2020)
The Contact center – Customer Service Consultant, Outbound team/ Inbound team.
Receiving and professionally answering and handling inbound and outbound calls assisting customers in their queries/complaints, cross selling, up selling and mobilizing deposits.
Maintain constant communication from customers through inbound and outbound calls
professionally and providing individualized high-standard customer experience to each customer.
Ensure high and consistent system uptime on all banking systems by immediately reporting any system downtime to the relevant units/sections for improved customer experience.
Ensure blocking of lost/stolen/compromised cards and reordering of the same as per customers' requests and resetting/disabling of mobile banking accounts as requested to guarantee customer convenience/security in the product usage.
Utilization of analytical skills, systems, tools and information available as much as possible to ensure First Call Resolution on all customer complaints and queries.
Ensure continuous call backs to customers to provide feedback on all resolved complaints and establish customer satisfaction on the resolution and closure.
Maintain high availability of the contact center to the customers by minimizing the dropped and abandoned calls to less than 5% and 10% respectively.
Ensure completion of Call Logs on National CARE and allocating/reassigning tickets to the correct enablers to ensure smooth escalation and resolution of the customer complaints. Administer the switch board by receiving incoming calls from customers and staff and making outgoing calls on behalf of branch/head office Staff.
Attend and participate in divisional/ departmental meetings on team updates, new products, systems and new processes.
Perform other duties as assigned.
Strict adherence to the 24/7 hr shift schedule at the Contact Centre
2018 OCT-2018 DEC –POSTBANK AS AN INTERN IN HUMAN RESOURCE ADMNISTRATION AND PROPERTY MANAGEMENT.
Duties and Responsibilities
Regular maintenance of Bank assets
Processing of invoices
Ensuring proper record keeping on assets
Coordination of various service providers
Handling staff recruitment process
Processing of specifications for purchase of works and services
Interpersonal communication skills
Filing and data storage
Customer service
2016-2017-OFFICE OF THE DIRECTOR ENVIRONMENT KISII COUNTY AS ENVERONMENTAL OFFICER.
DUTIES AND RESPONSIBILITIES
Develop plans to prevent, control or fix environment problems e.g. air pollution
Conduct research to identify control and eliminate sources of pollutants or hazards affecting the environment
Preparing reports and representations that explain findings for correlation to human activities
2016APRIL-JUNE2016-OGEMBO SUB-COUNTY AS AN INTERN.ENVIRONMENTAL OFFICER.
DUTIES AND RESPONSIBILIES
Working with community based organizations in empowering them on how to live in a clean environment with proper hygiene and sanitation.
Handling solid waste management programmes, community based Barazas on environmental issues and office w
ACHIEVEMENTS
Environmental prefect and school captain in Moi Nyabohanse girls.
INTERESTS.
Serving People
Researching
Socializing
Travelling
Attending social forums
SKILLS
Microsoft excel
PowerPoint
Microsoft word
REFERENCES
SAMSON BOKEA,
DIRECTOR OF ENVIRONMENT KISII COUNTY,
P.O BOX 4554-40200,
*****-**********@*****.**.**
DR.STANELY MAKINDI,
LECTURER DEPARTMENT OF ENVIRONMENT SCIENCE EGERTON UNIVERSITY.
P.O BOX 536-20116,
EGERTON-KENYA
*****-*********@*****.***
LYNET OWUOR OKOTH,
HEAD- CUSTOMER EXPERIENCE,
NATIONAL BANK,
P.O BOX 728**-*****,
NAIROBI.
*****-*******@************.**.**
Contact this candidate