EMMANUEL MULANGIRA
Dubai,DU
Summary
Dynamic customer service professional with a proven track record at Keolis, excelling in problem resolution and relationship building. Recognized for maintaining high customer satisfaction through active listening and effective communication. Adept at multitasking and fostering team cohesion, ensuring seamless operations and positive experiences for all customers.
Overview
5
5
years of professional experience
Work History
Customer Service Agent
Keolis
01.2024 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
Night Shift Supervisor
Don Thrill Hotel
12.2022 - 11.2023
- Assisted in training new employees on policies, procedures, and best practices for their respective roles within the organization.
- Resolved conflicts among team members in a timely manner, promoting a cohesive and efficient working environment.
- Observed each team member to carry out duties and provided constructive criticism.
- Developed strong communication channels between day and night shifts, facilitating seamless handovers at the beginning and end of each shift.
- Maintained stock of products and ordered new products when stock was running low.
- Organized evening meetings to set operations for following day and next shift crew.
Customer Service Cashier
Woqod
02.2021 - 02.2022
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Met customer service goals and exceeded customer expectations.
- Assisted in training new employees, ensuring they were knowledgeable about company policies and procedures.
- Utilized POS system to handle customer cash and credit card transactions.
Education
No Degree - Tourism And Hospitality Management
Buganda Royal Institute of Business And Tecnical Education
Uganda-Kampala01-2022
Skills
- Customer service
- Active listening
- Relationship building
- Multitasking and organization
- Problem resolution
- Outstanding communication skills
Timeline
Customer Service Agent
Keolis
01.2024 - Current
Night Shift Supervisor
Don Thrill Hotel
12.2022 - 11.2023
Customer Service Cashier
Woqod
02.2021 - 02.2022
No Degree - Tourism And Hospitality Management
Buganda Royal Institute of Business And Tecnical Education
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