Customer Service Operations Manager

FAITH WAMBUI MWANGI

P.O. Box ****, Eldoret, Rift Valley

Mobile: +254-***-***-***

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

Personal Profile

Self-starting Operations Manager offering high-level experience in supervision of work over and completion operations. Adept at directing the work of completion consultants and completion supervisors. Successfully introducing lean manufacturing to increase productivity and cut costs of completion. Well organized, attentive to detail, and vigilant in achieving safety and environmental impact reduction objectives. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Key Skills & Competencies

Collaboration & Influence

Market Penetration

Customer Service

Market Growth

Strategic Partnership

Conflict Mediation

Social Media Marketing

Negotiation Skills

Sales Promotion

Risk Management

Effective Communication

Organizing & Planning

Sales

Continuous Improvements

Interpersonal

Leadership

Analytical Skills

Interpersonal

Professional Experience

Feb. 2017 - May 2018: Operations Manager, Equity Bank Ltd, Kajiado, Rift Valley

Key Roles & Responsibilities

Set, enforced, and optimized internal policies to maintain responsiveness to demands.

Identified and resolved unauthorized, unsafe, or ineffective practices.

Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.

Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency, and help the company evolve and grow.

Increased profit by streamlining operations.

Analyzed and reported vital performance metrics to senior management.

Directed initiatives to improve the work environment, company culture, or overall business strategy.

Supervised operations staff and kept employees were compliant with company policies and procedures.

Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

Mitigated business risks by working closely with staff members and assessing performance.

Implemented innovative programs to increase employee loyalty and reduce turnover.

Oct. 2013 - Jan. 2017: Cash Officer, Equity Bank Ltd, Kajiado, Rift Valley

Key Roles & Responsibilities

Received and processed customer payments.

Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.

Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.

Quickly and accurately counted drawers at the start and end of each shift.

Increased customer loyalty and retention.

Resolved escalated customer disputes with particular actions such as discounts.

Communicated with customers and team members to solve problems.

Monitored self-checkout systems and provided help in resolving complex problems.

Alleviated customer service needs with policy-appropriate solutions.

Led cashiers and associates in providing thoughtful customer service.

Mentored new team members on sales software system operation.

Answered questions about bank policies and addressed customer concerns.

Worked closely with shift manager to solve problems and handle customer concerns.

Operated cash register for cash, check, and credit card transactions with excellent accuracy.

Assisted customers with returns and refunds and resolved transaction issues.

Handled cash with high accuracy and took care to check bills for fraud.

Learned duties for various positions and provided backup at critical times.

Demonstrated product features, answered questions, and redirected objections to highlight positive aspects.

Nov. 2007 - Sept. 2013: Accounts Operations Supervisor, Equity Bank Ltd, Kajiado, Rift Valley

Key Roles & Responsibilities

Reviewed work methods and intra-departmental procedures to drive workflow.

Implemented changes in operational procedures to improve production.

Evaluated operational performance of assigned sections to promote accuracy and timeliness.

Resolved issues through active listening and open-ended questioning, escalating significant problems to the manager.

Managed supervisor itinerary and appointments and streamlined scheduling procedures.

Organized spaces, materials, and catering support for internal and client-focused meetings.

Provided backup to the front desk to assist with various tasks whenever an employee was absent or at lunch.

Improved office operations by automating client correspondence, record tracking, and data communications.

Improved customer satisfaction scores by applying superior conflict resolution and problem-solving skills.

Monitored front areas so that questions could be promptly addressed.

Delegated tasks to administrative support staff to organize and improve office efficiency.

July 2005 - Oct. 2007: Customer Service Officer, Equity Bank Ltd, Kajiado, Rift Valley

Key Roles & Responsibilities

Promoted company brand and unique offerings through personalized customer service.

Assisted call-in customers with questions and orders.

Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

Provided direct customer support to internal and external customers.

Helped many customers daily with a positive attitude and focused on customer satisfaction.

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Offered customer advice and assistance, paying attention to particular needs or wants.

Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.

Completed data entry to record call notes, suggestions, and questions.

Communicated with clients regarding account services, statements, and balances.

Managed payments, updated account balances, and discussed subsequent payments with customers to keep accounts on track.

Counted cash drawers and deposits, checked supplies, and complete other required opening or closing tasks to facilitate smooth team operations.

Coordinated solutions for a high volume of customer inquiries per day while meeting and exceeding performance quotas.

Clarified customer issues and determined the root cause of problems to resolve product or service complaints.

Analyzed customer service trends to discover opportunities and provide management feedback.

Actively listened to customers, handled concerns quickly, and escalated significant issues to the supervisor.

Participated in team meetings and training sessions to stay informed about product updates and changes.

July 1999 - May 2005: Branch Manager, Gilanis Supermarket, Nakuru, Rift Valley

Key Roles & Responsibilities

Engaged employees in business processes with positive motivational techniques.

Maintained friendly and professional customer interactions.

Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.

Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.

Boosted sales and customer loyalty through incentive programs.

Implemented service improvements to enhance the sales cycle.

Resolved various issues impacting sales management and business operations.

Generated financial and operational reports to assist management with business strategy.

Completed filings and upheld strict compliance with regulatory agencies and supervisors.

Mar 1997 - Jun 1999: Cashier/Teller, Gilanis Supermarket, Nakuru, Rift Valley

Key Roles & Responsibilities

Addressed customer needs and made product recommendations to increase sales.

Helped customers complete purchases, locate items, and join reward programs.

Greeted customers entering the store and responded promptly to customer needs.

Restocked and organized merchandise in front lanes.

Operated cash register for cash, check, and credit card transactions with excellent accuracy.

Worked closely with shift manager to solve problems and handle customer concerns.

Worked flexible schedule and extra shifts to meet business needs.

Welcomed customers and helped determine their needs.

Built relationships with customers to encourage repeat business.

Upsold additional products and services to customers, increasing revenue.

Counted money in cash drawers at the beginning and end of shifts to maintain accuracy.

Worked with floor team and managers to meet a wide range of customer needs.

Used POS system to enter orders, process payments, and issue receipts.

Demonstrated product features, answered questions, and redirected objections to highlight positive aspects.

Monitored self-checkout systems and provided help in resolving complex problems.

Set up new sales displays each week with fresh merchandise.

Learned duties for various positions and provided backup at critical times.

Maintained current knowledge of store promotions and highlighted sales to customers.

Conducted inventory counts by adding each item in stock and documenting them in the computer system.

Education and Training

●2004: Jogoo Commercial College, Diploma in Marketing

●October 2002: Cambridge International College, Diploma in Human Resource Development

●April 1997: Egerton University, Certificate in Micro-Computer Applications

●November 1996: St. Joseph's Girls High School, KCSE B-(Minus)

References

Please feel free to contact the under-mentioned regarding my competence, work ethic, key competencies, and any other aspect concerning me:

Michael Semera

BGDM Kajiado Branch

Equity Bank Ltd

Cell: 076*******

Judith Metto

Regional Branch Manager

Equity Bank LTD

Cell: +254-***-******

Angela Nzilani

Life Coach and counselor

Cell: 072*-******

Contact this candidate