Customer Service Technical Support

Naomi Karimi Marangu

Date of birth: **th April **79

Nationality: Kenyan

Address: ***** – 00200 Nairobi, Kenya., Nairobi, Kenya Phone number: 072*******

Email address: *********@*****.***

Dedicated and highly motivated professional with a strong background as a Customs and Border Control Officer, coupled with a Certificate of Customer Service Excellence. Possesses excellent communication and problem-solving skills, as well as a proven track record of ensuring security and facilitating smooth operations at the border. Seeking to transition into a Customer Support or Technical Support role to leverage expertise in providing exceptional service and resolving complex issues. Customs and Border Control Officer – Cargo Monitoring Unit Kenya Revenue Authority

Preparing daily, weekly, and monthly reports

Deputizing the station In-charge

Representing the station in Cargo Monitoring Unit meetings Generation of payment slips for clients

Offence management

Issuance of alteration letters and transshipment letters Verification of transit cargo

Responding to clients calls, mails and inquiries

Receiving and assisting customers

Resolution of customer complaints

Attending to Cargo Monitoring and Electronic Cargo Tracking System alerts Conducting patrols along the Northern corridor

Responding to and resolving alerts

06/2019 – present

Customs and Border Control Officer

Inland Container Depot Embakasi (ICDE)

Creation of offence files

Imputing verifications messages of export goods in Customs system Verification of cargo

Cargo scanning and profiling

Responding to customer queries

Creation of cargo manifest document

Supervision of seal cutting on import containers prior to verification Inputting scanner messages in the system

Sealing of export containers

Counting and confirmation of containers received at the port via rail Inputting release messages in the system

Releasing containers at the port gates

Compounding of offences

Collection of revenue

Attending revenue and other departmental meetings

Patrol, surveillance and targeting

05/2017 – 05/2019

Customs and Border Control Officer

Busia One Stop Border Post/Sio Port

Direct assessment of goods

Collection of cash in the baggage hall at night

Reconciliation and handing over of collected cash to the finance officer Preparing daily collection reports

Generation of payment slips

Patrol and surveillance

10/2014 – 04/2017

PROFILE

WORK

EXPERIENCE

Rummaging of buses and other handcarts

Clearance of small cars crossing the border

Clearance of export and import cargo at the border Copy Typist

Large Taxpayers Office

Answered telephone calls and, if necessary redirect them Organized meetings and appointments while managing the daily, weekly, and monthly agenda

Created and distributed memos, forms, and letters

Updated and filed employee, client, and outside partners contact information Regularly checked the stock of office supplies and placed the necessary orders Made travel arrangements, documented expenses, and handed in reports Supervision of junior staff

Ensuring refund files are forwarded to finance section for payment Organizing team building for the section

Keeping and maintaining diary for the Deputy Commissioner Receiving and attending to visitors and customers

Relieving Commissioner’s secretary when on leave or attending trainings Monitoring day-to-day matters of the Deputy Commissioner’s office Opening, sorting and distributing incoming correspondence, performing data entry and scanning documents

Maintaining office imprest

Labelling and filing of documents

09/2006 – 02/2014

Copy Typist

Nyeri Regional Office

Keeping and maintaining diary for the Regional Manager Answered telephone calls and, if necessary redirect them Receiving and attending to visitors and customers

Supervision of junior staff

Maintaining office imprest

Organizing team building events

Hotel bookings and reservations

Organized meetings and appointments while managing the daily, weekly, and monthly agenda

Created and distributed memos, forms, and letters

Updated and filed employee, client, and outside partners contact information Regularly checked the stock of office supplies and placed the necessary orders Labelling and filing of documents

Preparing daily, weekly and monthly reports

Secretarial work

Lawkey General Agencies

Typewriting and typesetting

Blue printing

Receiving and serving customers and visitors

Receiving and making calls

Making appointments for the Managing Director

Sending outgoing mails and receiving incoming mails Labelling and filing documents

Maintaining office imprest

11/2002 – 01/2003

Customer service representative

Kenya Revenue Authority

Receiving and answering calls

Attending to customers and visitors

Responding to customer queries

02/2003 – 05/2005 KENYA

WORK

EXPERIENCE

Issuance of visitors pass

Escorting VIP guests to the lifts

Receiving and directing clients and visitors

Interpersonal Skills

Professional

Patience

Professional

Risk Assessment

Professional

Conflict Resolution

Professional

Customer Satisfication

Professional

# Attention to detail # Strong communication # Analytical skills

# Decision making # Problem solving # Team player

Travelling Getting lost in a

good book

Capturing

moments

Feeling the music

BA and management Bachelors of Business Administration and Management

St Paul’s University

Successfully completed a bachelor's degree in Business Administration and Management, demonstrating exceptional academic performance and dedication to studies.

Actively participated in various management courses, acquiring a comprehensive understanding of strategic planning, organizational behavior, and project management principles.

Engaged in multiple internships throughout the academic tenure, gaining valuable hands-on experience in business operations, data analysis, and customer relationship management, greatly enhancing practical knowledge and skills in real-world scenarios.

2013 – 2017 NAIROBI, KENYA

Diploma in HR Human Resources Management

Institute of Human Resource Management (Gretsa University) Completed a comprehensive curriculum in HR, gaining a solid understanding of key principles and practices, including recruitment and selection, employee relations, and performance management.

Applied theoretical knowledge to real-world scenarios through case studies and projects, successfully demonstrating the ability to develop effective HR strategies and solutions.

Successfully completed a rigorous internship program, where I applied HR concepts in a professional setting, effectively managing employee onboarding, assisting with HR audits, and contributing to the development of HR policies and procedures.

05/2012 – 08/2013 KENYA

Diploma in customer service Customer Service

Nairobi Institute of Business Studies

Successfully completed a comprehensive curriculum in customer service, gaining in-depth knowledge of effective communication techniques, conflict resolution strategies, and customer relationship management. Demonstrated exceptional interpersonal skills by consistently providing exceptional customer service to diverse clientele, ensuring high levels of customer satisfaction and repeat business.

2008 NAIROBI, KENYA

WORK

EXPERIENCE

SKILLS

STRENGTHS

HOBBIES

EDUCATION

Utilized problem-solving abilities to effectively address customer inquiries and resolve issues in a timely and professional manner, resulting in a significant reduction in customer complaints.

Diploma Secretarial Studies Secretarial Studies

St Mary’s Secretarial College

Assisted faculty members with administrative tasks, such as organizing files, managing schedules, and preparing documents, ensuring smooth operation of the department.

Developed strong communication and interpersonal skills through participation in group projects and presentations, fostering effective collaboration among peers and enhancing overall productivity.

2000 – 2002

MSP (Managing Successful Programmes)

Computer Learning Centre

I have successfully completed the MSP (Managing Successful Programmes) certification from the Computer Learning Centre. This certification has equipped me with valuable expertise in effectively managing and delivering successful programs.

03/2023

Coordinated Border Management & Risk Management

World Customs Organization

Coordinated Border Management & Risk Management Certification, awarded by the World Customs Organization, validates my expertise in effectively managing border operations and mitigating potential risks. With this certification, I have gained comprehensive knowledge and practical skills in coordinating customs procedures, facilitating trade, and enhancing security measures at international borders. This recognition showcases my commitment to upholding global standards and ensuring seamless cross-border operations.

11/2022

Customer Service Excellence & Customs Refresher Course Kenya School of Revenue Administration

I have completed the Customer Service Excellence certification as well as the Customs Refresher Course, both offered by the prestigious Kenya School of Revenue Administration. These certifications have equipped me with the necessary skills and knowledge to provide exceptional customer service and stay updated with the latest customs regulations.

05/2022

Refresher Course on Customs Laws & Procedures

Kenya School of Revenue Administration

I have successfully completed the Refresher Course on Customs Laws & Procedures at the prestigious Kenya School of Revenue Administration. This certification has equipped me with comprehensive knowledge and expertise in the ever-evolving customs regulations and procedures, enabling me to effectively navigate the complexities of international trade and customs compliance. 04/2022

Rules of origin & The WCO Safe Framework of Standards World Customs Organization

Certification in Rules of Origin & The WCO Safe Framework of Standards, issued by the World Customs Organization (WCO). This certification demonstrates a comprehensive understanding of the intricate rules of origin governing international trade and the WCO's globally recognized framework for secure and efficient customs procedures. Proficiency in these areas ensures compliance with trade regulations and promotes smooth cross-border transactions. 03/2022

EDUCATION

CERTIFICATES

Airport Passengers Control & Gender Equality in Customs World Customs Organization

I have obtained the Airport Passengers Control & Gender Equality in Customs certification from the esteemed World Customs Organization. This certification showcases my expertise in ensuring efficient and fair customs procedures for airport passengers, while upholding gender equality principles. 07/2020

CERTIFICATES

SOCIAL MEDIA

@NaomiMarangu

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