Resume Call center representative in Kuwait Al-Kuwait

Work Experience. APRIL 2019 to JULY 2022 Team Leader at Safaricom contact center. Core Responsibilities:  Analyzing call Center data and preparing reports for upper management.  Seeking new ideas and improving performance at the contact center.  Providing answers and guidance to staff.  Communicating company news and expectations.  Organizing engagement activities.  Developing staff, training, and supporting them.  Handling performance reviews based on the set KPIs.  Organise prioritize manage workload requirements and allocate resources to effectively accomplish the work. 4th Sep 2017 to date –April 2019 Fixed-term contract Customer experience executive at Safaricom customer operations department Core Responsibilities.  Handle customer inquiries via telephone and/or SMS.  Manage and resolve customer complaints.  Provide customers with product and service information by clearly explaining procedures; answering questions; providing information.  Identify and escalate priority issues and where necessary, follow up on customer concerns.  Document all customer interaction information according to standard pieces of training. Interests & Hobbies Work Experience 2018 to date Volunteer committee member at Usamaria. Core Responsibilities:  Supporting the less fortunate in society.  Monitoring and reporting on the outcomes of the funding and support.  Interpretation and representation of actual data.  Outreach to communities to promote better education and healthcare facilities.  Provision of solutions to environmental conservation and disaster response which is part of provision of relief to communities.  Ensuring food security in the marginalized communities.  Ensuring social and development security for community members/society. 2015 Nov –August 19th, 2017: Samsung Experience Consultant, Safaricom Retail Center- Kakamega. Duties and Responsibilities:  Daily reporting of sales  Stock taking/reporting.  Customer care based on product knowledge.  Conducting field research on customers’ needs.  Floor managing.  Issuing of service tickets to customers. 2015 May-October: Subscriber Brand Ambassador at Safaricom Shop Kakamega Duties and Responsibilities:  Welcoming of customers  Que management  Line Registration.  M-PESA registrations  Sim swapping and generation PUK. 2015 Jan- April: Direct Sales Representative, Sensory Experiences Marketing at Safaricom Retail Centre-Kakamega Duties and Responsibilities:  Promoting and activating Safaricom Big Box Digital TV  Daily reporting of sales  Stock taking/reporting.

Education. Jan 2020 to Date The Jomo Kenyatta University of Agriculture and Technology Master of Development Studies 2016-2019 Jomo Kenyatta University Bachelor’s Degree in Developmental Studies 2014-2015 Diploma in Social Work and Community Development Jomo Kenyatta University 2011-2012 Uganda Advanced Certificate of Education Mt. Masada High school in Uganda (3 Subsidiaries Pass & 1Principal) June 2010-Dec 2010 Certificate in Information Technology, Computer Society of Kenya

Skills Summary  Excellent time management skills  Ability to effectively use Microsoft Office Suite  Ability to use Google Drive, MS Teams, and Zoom  Ability to do market research and identify funding opportunities  Ability to effectively communicate orally and in writing  Ability to think outside the box and come up with innovative and forward-looking concepts  Excellent time-management skills, including attention to detail and the ability to problem-solve  Experience in event development, communications, and special events management  Excellent interpersonal skills and ability to work in multidisciplinary settings, as a part of a team or independently  Ability to communicate effectively with diverse populations verbally and in writing  Ability to develop and maintain effective working relationships.

English

Additional information Highly conscientious Professional, bringing onboard successful previous work experience in Customer Service, Administration and Community Development. Seeks to leverage stellar research, report writing and presentation abilities, stakeholder management, networking, programming and admin support management skills to identify and serve the needs of the community. Moreover, Possesses outstanding interpersonal skills and works seamlessly across all levels with internal stakeholders, senior management, and external partners to build a culture of collaboration and long-lasting sustainable change. I am looking forward to working in a dynamic and challenging environment that will enable me to utilize my strengths in interpersonal skills, excel, and contribute towards the organization's growth and development.