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CV Profile No.37151


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Last name : ******
First name : ***
Phone : +2***********
Email : ******@******
Date of birth : : ********
Nationality : ****
Address : ***********************

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Profile details

Job category searched
» Marketing, communication
» Sales
» Secretarial work, assistantship
Professional experience
5 to 10 years
not filled in
Professional Experience: 
03.2012 - 03.2015
Call Center Executive
Emirates NBD Bank - Dubai
I helped the company attain the highest customer service ratings (as determined by external auditors) — earned 100% marks in all categories including communication skills, listening skills, Problem solving and politeness.
04.2015 - 01.2017
Administrative Assistant
Ocean View Real Estate- Dubai
Managed the Office Diary / Calendar, provided real-time scheduling of clients (coordinating client’s appointments), ensured all necessary paperwork was prepared relating to the appointments / meetings where appropriate to ensure efficient Office operations.  Performed Executive Assistant support functions for Senior Management Team including expense reports, domestic and international travel arrangements, calendar management, scheduling meetings and attending meetings with the Executives to take Minutes.  Served as the first point of contact for client inquiries. Answered queries from walk in customers in order to retain and attract potential customers / ensure a consistently positive customer experience.  Front Office Management. Ensured that the front office was kept clean, orderly and up-to-the required customer care standards  Expertly followed up and resolved customer queries/complaints related to Ocean View Real Estate Services successfully enhancing service delivery excellence  Maintained Office security by following safety procedures and controlled access via the reception desk, monitored logbook, and issued visitor badges.  Received, registered and dispatched outgoing letters, packages and official correspondence while maintaining accurate tracking records.  Organized the filing and retrieval of files and documents in order to ensure that they were secure and accessible (Electronically and Physically)
05.2017 - 12.2017
Customer Experience Executive
Safaricom PLC
Provided timely and first hand resolutions to customer problems and answering queries in the Call Center.  Provided customers with fast, accurate, relevant and useful information regarding all aspects of Safaricom PLC Products and Services.  Responded to customer inquiries and made every effort to satisfy the caller’s inquiry and maintain a good relationship with the customer.  Offered excellent customer service through quick resolution/escalation of customers queries in order to ensure maximum customer satisfaction and customer retention.  Kept records of customer interactions and transactions, recorded details of inquiries, complaints, and comments, as well as actions taken in the CRM.  Displayed time flexibility towards shifts as per traffic flow including working overtime and during night shifts when necessary.  Effectively dealt with jobs stresses and irate customers, addressed and managed irate customer’s request and complaints by following the escalation procedure to ensure fast resolution.  Achieved an average call quality of 98% which was rated as excellent performance.  Earned 100% marks in all categories including communication skills, listening skills, problem solving and politeness in handling difficult / angry Clients.  Maintained extreme customer confidentiality in regards to customer accounts and protection of customers against fraud using relevant systems.
12.2017 - 10.2018
AllsoppandAllsopp Real Estate- Dubai
Provided exemplary service to all clients which resulted to repeat sales through client satisfaction.  Served as the first point of contact for client inquiries, successfully processing product and service problems, resulting in enhanced customer service ratings.  Ensured highest rate of client retention through quality and valuable interactions and ensured that clients were satisfied with our products.  Managed and ensured high quality and consistent customer services across all customer touch points to support and improve customer retention, customer satisfaction levels and loyalty.  Provided a courteous and professional service experience to customers ensuring that all customer queries were dealt with in an efficient manner thus resulting to customer retention and revenue growth.  Drafted correspondence, reports and proof-read official documents and ensured adherence to administrative guidelines and overall quality of outputs requiring Senior Management Team signature.  Organized and booked meetings, took minutes, followed up on tasks with the team and filed status report as and when due.
11.2018 - 04.2020
Sales Administrator
Sanipex Group - Dubai
Offered administrative support to the Sales Team by coordinating their activities and assisting with providing necessary reports for tracking the progress of the team.  Developed and maintained an updated database of all the important information for both current and prospective customers.  Maintained updated records that helped track sales done by the Team in relation to the set targets/objectives.  Increased profitability and sales revenue through generating sales for the company, closing sales deals over the phone while maintaining good customer relationship.  Ensured good relationship / experience in order to retain existing customers, meet or exceed monthly sales targets whilst increasing customer satisfaction.  Consistently exceeded sales targets through high volume outbound calling and emailing.  Listened to customer requirements and presented products appropriately to make a sale, whilst informing the customer on current product features, service promotions etc.  Escalated all issues related customer accounts to managers and followed up the case completely, including getting feedback from each case and keep record.
Adept in Technology Verbal & Written Communication Organization Time Management Strategic Planning Resourcefulness Detail-Oriented Anticipates Needs Good listener Conflict resolution Creativity Great decision making skills
09.2008 - 07.2010
Diploma in Broadcast Journalism
East African School of Media Studies
My training entailed; News reporting and writing, Media Law, Feature Writing, Mass Communication, Freelance Journalism
More information
Place of residence : Nairobi
Permanent contract - Fixed-term contract - Temporary work - Internship - Freelance - Cooperative Education Program - Part-time work

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