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Customer Service Call Center

Location:
Al Dafna, Qatar
Posted:
October 26, 2022

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Resume:

CURRICULUM VITAE.

PERSONAL INFORMATION

Name : Samuel Kioko NGOTHO

Date of Birth: 10th August 1990

E-Mail : ads60x@r.postjobfree.com

Languages : English and intermediate Arabic,

Phone :+974********

Passport Number : B198005

Marital Status : Married

Visa Status : Working visa (QATAR)

Nationality : Kenyan

QATAR Driving license

PROFILE SUMMARY

I am a smart professional with a friendly, easygoing personality and ability to fit into a new team and contribute in organization goals. This is by utilizing my knowledge and abilities acquired through my education achievement and work experiences to the growth of the Company EDUCATION

June 2009 -Dec 2012 Daystar University Bachelor of Commerce (Accounting Option) Feb 2004- Nov 2008 Kanunga High School Kenya Certificate of Secondary Education TECHNICAL SKILLS

Communication skills Through English I communicate clearly, in both orally and in writing; like writing reports, composing letters and reporting to my seniors Interpersonal skills I get on well with others and readily establish a warm, mutual rapport with them. I am effective in dealing with people and enjoy meeting and working with them Planning and organizing Skills Working under pressure with competing demands requires me to plan and organize my work to meet priorities and deadlines. I establish objectives and goals to assist in this process.

Systems/Processes I understand systems and processes and can identify ways to improve and enhance better cost Saving and efficiencies.

Excellent in Computer Good experience in Microsoft Office and internet. SENIOR STATION MASTER –DOHA METRO July 2022-TO DATE

Trained on ATS train system SCADA system including BACS / TVS

Deliver public announcements and ensure all train and station information is correct, clear and up to date;

Shift /duty ‘landlord’ of a station and all persons working in a station Responsible for the efficient and safe evacuation of station premises in the event of fire or other emergency situations;

Monitor and maintain station operational status and ensure the safety and comfort of passenger movement within the station premise

Lead a team of Station Agents and Customer Service Agents to deliver a safe, reliable, world class and customer focused station services

Ensure all station equipment and facilities to ensure that they are in good order;

STATION MASTER –DOHA METRO July 2018-TO JULY 2022

Shift /duty ‘landlord’ of a station and all persons working in a station

Awareness of the Integrated Management System and the content of the Environment, Quality, Health & Safety and Information Security Policy Statements

Promote a good HSQE and Information Security culture among their peers, subcontractors and third parties;

Ensuring that the that the station facilities are in a safe and good working order.

Provide effective communications and information with internal and external parties in an efficient and timely manner,

Deliver public announcements and ensure all train and station information is correct, clear and up to date;

Shift /duty ‘landlord’ of a station and all persons working in a station Responsible for the efficient and safe evacuation of station premises in the event of fire or other emergency situations;

Monitor and maintain station operational status and ensure the safety and comfort of passenger movement within the station premise

Lead a team of Station Agents and Customer Service Agents to deliver a safe, reliable, world class and customer focused station services

Ensure all station equipment and facilities to ensure that they are in good order;

Ensure all staff are smartly presented and fully briefed prior to the start of shift;

Control and avoid overcrowding in station and platforms and to ensure that passengers are entering/exiting the station in an orderly fashion;

Deliver essential messages to passenger via audio or visual means in a timely and proactive manner to avoid confusion, frustration and anger;

Monitor and control the direction of the fare gates in accordance with the flow of passengers, and in the event of emergency;

Provide ticket sales, train services information and respond to passenger enquiries;

Distribute publicity materials and handle lost property;

Render all possible assistance to customers, in particular those with special needs, to enhance customer service and safety;

Managing and overseeing cash collection, management and reconciliation in the station when required.

Reporting faults and informing the Fault Controller (FC) of and any malfunction and failure of equipment.

Reporting faults and informing Train Controller of any occurrences which may have an impact on train operation;

Prepare incident/accident reports and inform concern authorities Customer Service/Administration Supervisor at DOHA FESTIVAL CITY MALL SEMPTEMBER 2016 to April 2017

• Provides daily direction /training and communication to employees so that customer service calls

/inquiries are answered in a timely, efficient and knowledgeable manner.

• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.

• Provides statistical and performance feedback and coaching on a regular basis to each team member.

• Writes and administers performance reviews for skill improvement.

• Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.

• Ensures employees have appropriate training and other resources to perform their jobs.

• Responds to and resolves employee relations issues expressed by team members.

• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.

• Addresses disciplinary and/or performance problems according to company policy.

• Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.

• Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.

• Works as a member/leader of special or ongoing projects that are important to area/process improvement.

• Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.

• Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.

• Uses appropriate judgment in upward communication regarding department or employee concerns.

Customer Service /Administration Supervisor at VIRGIN GROUP October 9th - 2013 to September 2016

• Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill

• Issuing refunds or compensation to customers

• Keeping accurate records of discussions or correspondence with customers

• Analyzing statistics or other data to determine the level of customer service your organization is providing

• Producing written information for customers, often involving use of computer packages and software

• Providing help and advice to customers using your organization’s products or services

• Communicating courteously with customers by telephone, email, letter and face-to-face

• Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants

• Writing reports analyzing the customer service that your organization provides

• Developing feedback or complaints procedures for customers to use

• Improving customer service procedures, policies and standards for your organization or department

• Meeting with other managers to discuss possible improvements to customer service

• Involvement in staff recruitment and appraisals

• Training staff to deliver a high standard of customer service

• Leading or supervising a team of customer service staff

• Learning about your organization’s products or services and keeping up to date with changes

• Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.

Junior Accountant Kenya Co-operative Creameries’ Ltd Jan. 2011 – April 2013

(This is a leading Dairy Products Semi-Government Organization based in Kenya)

• Assisted in filing Financial Documents

• Using of SAP

• Marketing and sale of products to customers

• Banking, Petty Cash & Creditors reconciliation

• Undertaking Daily and Monthly Stock taking and reconciliation

• Preparation of Payment Vouchers, Cheques and Posting in the system daily.

• Handling Suppliers issues

• Any other Duties allocated by Finance Manager

INTERESTS & HOBBIES

To learn all the ropes in Accounting Profession so that I can become a professional and contribute to the Organizational growth and also my career. Active in sports, learning new things and socializing . REFEREES:

Available upon request.



Contact this candidate