Ivan Richard Sekizivu
Dubai
Summary
- Looking forward to be Customer Service Representative in a fast-paced environment, utilizing exceptional negotiation, troubleshooting, and problem resolution skills to handle high volume inbound customer calls, and to provide high quality customer service to the public plus maintaining professional relationships to increase profitability and drive business results. Knowledge Retention; have product knowledge and brand’s philosophy thus providing the highest quality support to customers.
- Attention to Detail by seeking clarification from customers to avoid offering a quick, canned response.
- Organized; have the ability to juggle multiple tasks at once while attending to the customer’s needs. Staying organized helps me reduce errors during this process.
- Flexible; have the ability to interact with customers with challenging personalities. To achieve this, I go with the flow.
- Friendly character where I project a warm and friendly image and consistently maintain a positive demeanor and keep a smile on my face day in and day out.
- Calm Under Pressure by Keeping my cool throughout all of these situations and not letting the frustrated callers get to me.
- Effective Communication Skills; listening to the caller, digesting the information and conveying a solution quickly and effectively. To achieve this I speak clearly, using basic vocabulary.
- Speed; fast and efficient. I work quickly without sacrificing the quality of my work.
- Creative; I come up with workable solutions for any problems thrown my way.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work History
Customer Service Executive
KITOPI CLOUD RESTAURANT
DUBAI
01.2021 - Current
Call Center cum Customer Support Agent
EMIRATES FLIGHTS CATERING, DUBAI INTL AIRPORT
05.2019 - 08.2020
Administrative Assistant
AIRTEL TELECOM, KAMPALA UGANDA
10.2017 - 04.2019
Administrative Assistant
EMIRATES FLIGHTS CATERING, DUBAI INTL AIRPORT
10.2017 - 04.2019
- Handling office tasks, such as filing, generating reports and presentations, setting up for meetings, and reordering supplies
- Providing real-time scheduling support by booking appointments and preventing conflicts
- Making travel arrangements, such as booking flights, cars, and making hotel and restaurant reservations
- Screening phone calls and routing callers to the appropriate party
- Using computers to generate reports, transcribe minutes from meetings, create presentations, and conduct research
- Greet and assist visitors
- Maintain polite and professional communication via phone, e-mail, and mail
- Anticipate the needs of others in order to ensure their seamless and positive experience.
Call Center and Customer Service Agent
03.2013 - 08.2017
- Managing inbound and outbound calls
- Provided primary customer support to internal and external customers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided information regarding charge accounts and loyalty programs
- Answered constant flow of customer calls with minimal wait times
- Responded to customer requests for products, services and company information
- Offered advice and assistance to customers, paying attention to special needs or wants
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up
- Recommended products to customers, thoroughly explaining details
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Evaluated account and service histories to identify trends, using data to
- Mitigate future issues
- Responded to Zendesk tickets
- Reduced process inconsistencies and effectively trained team members on best practices and protocols
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives
- Maintaining a positive, empathetic and professional attitude toward customers at all times.
DELIVEROO
DUBAI
Education
Bachelors - Social Sciences PERSONAL
Ugandan
01.2003 - 01.2006
CIVIL - undefined
Timeline
Customer Service Executive
KITOPI CLOUD RESTAURANT
01.2021 - Current
Call Center cum Customer Support Agent
EMIRATES FLIGHTS CATERING, DUBAI INTL AIRPORT
05.2019 - 08.2020
Administrative Assistant
AIRTEL TELECOM, KAMPALA UGANDA
10.2017 - 04.2019
Administrative Assistant
EMIRATES FLIGHTS CATERING, DUBAI INTL AIRPORT
10.2017 - 04.2019
Call Center and Customer Service Agent
03.2013 - 08.2017
Bachelors - Social Sciences PERSONAL
Ugandan
01.2003 - 01.2006