Customer Service Front Desk
Resume:
PERSONAL DETAILS
Name: EZRA ONYANGO ONYANGO
Residence: CHAMKOMBE VILLAGE, KAKRAO WARD, MIGORI COUNTY
Email: *******.****@*****.***
Telephone: +254-***-***-***/+254-***-***-***
Facebook: https://web.facebook.com/wuonnevatonouma
X (Twitter): https://x.com/E_Onyango2
LinkedIn: https://www.linkedin.com/in/ezra-onyango-14607785/
PROFESSIONAL SUMMARY
Highly motivated and customer-oriented professional with a proven track record in front desk operations, Point-of-Sale (POS) systems, and delivering exceptional customer service. Skilled in managing transactions, resolving customer inquiries, and maintaining accurate records with meticulous attention to detail. Adept at fostering positive relationships with customers and colleagues to ensure smooth operations and customer satisfaction. Known for a friendly and approachable demeanor, strong organizational abilities, and a commitment to excellence in service delivery. Excels in fast-paced environments while consistently upholding professionalism and efficiency.
EDUCATION
Bachelor of Science in Plant Ecology and Environmental Science
Jomo Kenyatta University of Agriculture and Technology, Juja, Kiambu County
2016
Relevant Coursework:
Environmental Policy, Public Administration, Sustainable Development, Community Engagement, Infrastructure Management.
Aquatic Ecology, Environmental Impact Assessment, Biodiversity Conservation, Sustainable Resource Management, Statistical Data Analysis, Environmental Policy.
Research Project:
Integrating Environmental Sustainability into Local Development Plans: A Case Study of Ndarugo Quary Site – Developed a policy framework for incorporating sustainable practices into local governance and public service delivery.
Assessing the Impact of Aquaculture on Native Fish Species in Sori Beach, Karungu – Conducted field research on fish farms and hatcheries, collected and analyzed data, and presented findings in a comprehensive report.
Certified Public Accounts (IV) KCA University 2009 to 2011
Relevant Coursework: Financial Accounting, Communication Skills, Introduction to Law and Governance, Economics, Quantitative Analysis, Information Communication Technology, Company Law, Financial Management, Financial Reporting and Analysis, Auditing and Assurance, Management Accounting, Public Finance and Taxation.
Internet and Core Computing Certification (IC3) (St. Anns College) 2009
Relevant Coursework: Spread Sheets, MS. PowerPoint Presentation, MS. Word Processing, MS. Outlook (Internet and Email), MS. Access, MS. Publisher, QuickBooks, Sage, Management Information Systems
Kenya Certificate of Secondary Education (B+)
Cardinal Otunga High School Mosocho (2008)
Relevant Trainings
Certificate in Grant Contract Management, Camoes, I.P. (2023)
Certificate in Aquaculture and Fisheries Management (Marine Education Center, Diani, Kwale County)
Professional Certification in Advanced GIS and Remote Sensing Regional Centre for Mapping of Resources for Development (2019).
Professional Affiliations and Membership to Professional Bodies
Member, International Association for Impact Assessment (IAIA)
Member, Environmental Professionals Association (EPA)
Member, Kenya Environmental Conservation Organization
Member, World Student Community for Sustainable Development
Member, East African Wildlife Society
Member, Kenya Forests Working Group
Member, World Forestry Student Association
Member, International Union of Conservation of Nature (Environmental Law Commission, Youn Scientists Commission, and Conservation Commission)
Member, Western Indian Ocean Marine Scientists Association
Key Skills
Proficient in Point-of-Sale (POS) systems and transaction handling.
Strong cash management and reconciliation skills.
Excellent communication and problem-solving abilities.
Experienced in cross-selling and introducing new products.
Adept at resolving customer complaints with professionalism.
Skilled in maintaining clean and organized workspaces.
Detail-oriented with strong record-keeping and reporting abilities.
Friendly and approachable demeanor with a focus on customer satisfaction.
Familiarity with POS systems and basic accounting principles.
Strong interpersonal and communication skills.
Attention to detail and ability to work in a fast-paced environment.
Trustworthy, punctual, and committed to delivering excellent customer service.
Basic math skills for handling transactions
Excellent professional customer service skills.
Good analytical skills with attention to details.
IT literate and knowledge to work on POS system.
Punctual and very professional in approach.
Ability to advise customers on services and menus.
Ability to work on odd hours, i.e. shift system including weekends and public holidays.
Professional Experience
Organization: World Student Community for Sustainable Development
Position: Cashier & Customer Service Assistant
Date: July 2020 to Date
Roles
Operate the Point-of-Sale system to process cash, credit, and check transactions.
Assist customers in placing and managing orders, coordinating with the kitchen team for efficient service delivery.
Ensure accurate pricing and performed cash counts at the start and end of shifts to maintain cash drawer accuracy.
Resolve customer inquiries and complaints promptly, escalating to the manager when necessary.
Upsell and cross-sell products to customers, introducing new offerings to enhance their experience.
Maintain cleanliness and organization of checkout and reception areas.
Generated detailed transaction reports for daily reconciliation.
Organization: World Student Community for Sustainable Development
Position: Receptionist & Front Desk Officer
Date: 2018 to 2020
Greeted and welcomed customers entering the establishment, ensuring a friendly first impression.
Provided customers with relevant product and service information.
Managed customer queries and directed unresolved issues to appropriate managers.
Bagged, boxed, or wrapped packages efficiently while maintaining accuracy.
Handled records and maintained an organized filing system for customer transactions.
Organization: World Student Community for Sustainable Development (WSCSD)
Position: (Project Manager, "Students Grassroots Sustainability Solutions" Project)
Date: 2016 - 2018
Position Overview
The Project Manager for the "Students Grassroots Sustainability Solutions" Project involved overseeing and managing the implementation of this initiative, which engaged university students and young professionals in supporting poor and vulnerable communities in developing countries. This role involved coordinating three key grassroots programs focused on providing safe drinking water, affordable and clean energy, and decent housing for communities affected by natural and man-made disasters, including floods, wars, and epidemics like HIV/AIDS. As the Project Manager, I ensured the program was rapidly deployed, effectively managed, and achieved its intended outcomes.
My Key Responsibilities included the following:
Oversaw the planning, execution, and monitoring of the three grassroots programs, ensuring alignment with the overall objectives of the "Students Grassroots Sustainability Solutions" Project.
Built and maintained strong relationships with university networks, local communities, government bodies, NGOs, donors, and other stakeholders to facilitate program implementation and achieve shared goals.
Engaged local communities and vulnerable groups in program design, planning, and execution to ensure solutions are locally relevant and sustainable.
Developed and implement a communication strategy to enhance the visibility of the project, promote student engagement, and raise awareness among stakeholders.
Organization: Watamu Marine Association, Watamu, Kilifi County
Position: Community Development Officer
Year: Year: January – April (2014-2016)
Roles and Responsibilities:
Led community-based projects focused on environmental sustainability and public health, directly contributing to local development.
Engaged with local leaders and residents to identify community needs and develop strategic plans to address them.
Coordinated the maintenance and improvement of public facilities, ensuring they met the needs of the community.
Provided training and support to community groups, enhancing their capacity to participate in local governance and development activities.
Managed solid waste management and recycling programs, including the development of waste diversion strategies and recycling initiatives and focusing on waste diversion and resource recovery.
Developed and implemented waste reduction initiatives and recycling programs.
Conducted environmental audits to ensure compliance with waste management regulations.
Conducted environmental impact assessments for marine pollution projects, focusing on contamination sources and remediation strategies.
Engaged with local communities and stakeholders to promote environmental awareness and participation in waste management programs.
Led projects focused on solid waste management and recycling initiatives.
Developed waste management plans, promoted recycling practices, and assessed the environmental impacts of waste handling processes.
Achievements:
Increased recycling rates by 50% through innovative waste segregation programs.
Implemented a community outreach program that reduced waste generation by 20%.
Developed a comprehensive waste tracking system that improved reporting accuracy.
Increased recycling rates by 45% through the introduction of a community-based recycling program.
Developed a marine pollution response plan that effectively addressed oil spills and waste contamination, reducing environmental damage and recovery time.
Institution: Ocean Conservancy, USA
Position: Coordinator, International Coastal Cleanup-Kenya
2013 March – To Date
Roles and Responsibilities:
Conducted assessments of marine pollution sources and impacts, including industrial discharges and marine debris.
Developed and implemented strategies for marine conservation and pollution reduction.
Coordinated with international agencies to address transboundary pollution issues.
Developed strategies to mitigate pollution and enhance marine ecosystem protection.
Roles and Responsibilities:
Oversee the global execution of the International Coastal Cleanup (ICC) program, ensuring that cleanup events are organized efficiently and effectively in various countries.
Coordinate with regional and national program managers to facilitate the planning and implementation of coastal cleanup events.
Establish and maintain relationships with local and international partners, including governments, non-profits, corporate sponsors, and community organizations.
Facilitate collaboration between stakeholders to enhance program impact and support.
Secure funding and resources for the program through grant writing, sponsorships, and partnerships.
Manage budgets and allocate resources to support cleanup events and program activities.
Develop and implement logistics plans for cleanup events, including volunteer coordination, equipment procurement, and waste disposal.
Ensure that all cleanup activities adhere to safety standards and environmental regulations.
Provide training and support to local coordinators and volunteers on best practices for conducting coastal cleanups and data collection.
Develop and disseminate educational materials and toolkits for effective program implementation.
Oversee the collection and analysis of data from cleanup events, including waste types, quantities, and sources.
Prepare and present reports on program outcomes and impacts to stakeholders, sponsors, and the public.
Develop and implement communication strategies to raise awareness about the ICC program and promote participation.
Manage media relations and coordinate public relations efforts to highlight program successes and challenges.
Advocate for policies and initiatives that support ocean conservation and waste management at local, national, and international levels.
Collaborate with policymakers and environmental organizations to influence policy changes.
Achievements:
Successfully reduced marine pollution levels by 35% through targeted interventions.
Led a collaborative project that restored critical marine habitats, benefiting local biodiversity.
Developed an innovative marine pollution tracking tool used in regional monitoring programs.
Organized and executed large-scale coastal cleanup events involving 1390 volunteers and 87 organizations countrywide, resulting in the removal of 45,000 tons of marine debris.
Expanded the reach of the ICC program to new counties in Kenya and Uganda regions, increasing global participation and awareness of marine litter issues by 32%.
Developed and implemented standardized data collection methods that improved the accuracy and consistency of waste data across different regions by 32%.
Built and maintained strong partnerships with diverse stakeholders, including international NGOs, governments, and corporations, leading to 56% increased support and resources for the program.
Successfully advocated for 5 policy changes and initiatives that address marine litter and pollution, contributing to 34% increase in the effectiveness of environmental regulations and practices.
Introduced 5 innovative approaches and technologies for waste management and cleanup, enhancing the efficiency and effectiveness of cleanup operations by 43%.
Increased Public Awareness about marine pollution by 74% and the importance of coastal cleanups through effective communication and media campaigns, leading to 45% higher public engagement and support.
Organization: Jomo Kenyatta University of Agriculture and Technology
Position: Student Work-Study Program - Estate Department
Year: 2012 – 2015
Position Overview:
As an Environmental Management Assistant under the Student Work-Study Program at Jomo Kenyatta University of Agriculture and Technology (JKUAT), i supported the university's efforts to achieve certification for the Environmental Management Standard (EMS) 14001:2008. My role involved assisting in the development, implementation, monitoring, and continuous improvement of environmental management systems, ensuring students' compliance with ISO 14001:2008 standards, and promoting sustainability initiatives across the university campus.
My Key Responsibilities:
Assisted in developing and maintaining the university's Environmental Management System, ensuring alignment with ISO 14001:2008 requirements.
Assisted in steering the university through compliance with Environmental Management Standard 14001:2008.
Supported the development of student-centered environmental policies and procedures for certification.
Maintained and update EMS documentation, including policies, procedures, records, and other relevant documents, ensuring they are accurate, accessible, and compliant with ISO standards.
Participated in internal environmental audits, helping to identify non-conformities, areas for improvement, and opportunities for enhancing environmental performance.
Conducted internal audits on student’s compliance with Environmental Management Standard 14001:2008 and prepared documentation for regulatory compliance.
Collaborated with various university departments, including Facilities Management, Health and Safety, and Academic Units, to ensure a coordinated approach to environmental management.
Assisted in engaging with external stakeholders, such as local communities, government agencies, and environmental organizations, to build partnerships and promote the university's environmental initiatives.
Achievements:
Contributed to the successful certification of the university under Environmental Management Standard 14001:2008.
Developed an internal audit system that improved compliance tracking and reporting.
Enhanced understanding of environmental regulations among university staff and students.
Organization: Platinum Outsourcing and Logistics, Thika Town, Kiambu County
Position: Administrative Officer
Year: January – April (2010-2014)
Roles and Responsibilities
Coordinated administrative and operational functions to ensure efficient service delivery within the organization.
Developed and implemented policies and procedures for managing public resources and maintaining infrastructure.
Facilitated community participation in environmental conservation and public service initiatives, leading to improved community engagement and development outcomes.
Managed stakeholder relationships, including government agencies, local communities, and private sector partners, to enhance collaborative efforts in public service delivery.
PROFESSIONAL AFFILIATIONS
Individual Membership to professional associations.
Member, Environment Institute of Kenya. (EIK)
Member, Kenya Environmental Conservation Organization
Member, World Student Community for Sustainable Development
Member, East African Wildlife Society
Member, Kenya Forests Working Group
Member, World Forestry Student Association
Member, International Union of Conservation of Nature (Environmental Law Commission, Young Scientists Commission, and Early Career Group Commission)
Member, Western Indian Ocean Marine Scientists Association
Associate Memberships
Jomo Kenyatta University of Agriculture and Technology Environmental Management Association (J.E.M.A)
Kenya Inter-University Environmental Management Association
REFERENCES
Professional
Meresa Achieng Ouma
Board Chair, World Student Community for Sustainable Development
****.*****@*****.***
Faith Bosibori
Board Chair, Alliance to Save Lake Victoria
*****.************@*****.***
Academic
Dr. Samuel Were
Chairman, Department of Botany, JKUAT
P.O Box 62,000-00200 Nairobi
Dr. Peter N. Mwangi
Senior Lecturer, Department of Botany
Dean, School of Biological Sciences
P.O Box 62,000-00200 Nairobi
********@***.*****.**.**
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