Jofi Muambo Patience
Dubai,United Arab Emirates
Summary
Energetic employee well-versed in strong communication and organisation skills. Seeks solutions to problems and applies extensive analytical knowledge to findings. Adept at multi-tasking, leading group discussions and managing projects. Coordinates daily operations through strategic staff and resource planning. Knowledgeable about industry trends and focused on remaining ahead of competitors by proactively meeting evolving consumer demands.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer service manager
Fly High Fitness LLC
Dubai, United Arab Emirates
11.2022 - Current
- Took ownership of escalated customer issues and followed through to resolution.
- Recruited customer service team members and mentored in company policies and best practices.
- Leveraged strong product and service knowledge to assist customers and resolve issues.
- Reviewed processes and practices regularly to achieve business goals.
- Improved customer service experiences to facilitate organic growth and loyalty.
- Communicated courteously with customers by telephone and email.
- Planned staff rotas to meet customer needs whilst remaining under budget.
- Recognised issues and implemented corrective actions for continual improvement.
- Implemented personal development programmes to enhance staff capabilities and satisfaction.
- Conducted regular meetings for transparent communication.
- Resolved complaints efficiently, fostering customer loyalty.
- Managed challenging situations to ensure customer satisfaction.
- Facilitated staff development with ongoing training initiatives.
- Offered recommendations to customers based on specific situations, priorities and obstacles.
- Briefed and motivated staff to deliver daily operational requirements.
Customer service supervisor
Fly High Fitness LLC
Dubai, United Arab Emirates
03.2019 - 10.2022
- Liaised with other departments for streamlined workflow processes.
- Ensured smooth day-to-day operations in a fast-paced customer service environment.
- Enhanced customer service delivery by providing training to new staff members.
- Alleviated customer complaints, reducing escalations to management.
- Assisted in the recruitment process, ensuring selection of candidates with strong customer focus.
- Raised company reputation with high-quality customer care.
- Received and resolved customer complaints escalated by staff.
- Kept appropriate stock levels to meet operational needs.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Took ownership of escalated customer issues and followed through to resolution.
- Recognised issues and implemented corrective actions for continual improvement.
Customer service representative
Fly High Fitness LLC
Dubai, United Arab Emirates
09.2018 - 02.2019
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Assisted customers with varying questions using product knowledge and service expertise.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Maintained up-to-date knowledge, resulting in effective product promotion.
- Maintained a clean, orderly work environment promoting a conducive atmosphere for both staff and customers.
- Upsold new products and accessories to customers, capturing significant increases in add-on sales.
- Assisted customers in making informed decisions by providing detailed product information.
- Advised customers on availability, pricing and location of products.
- Processed and issued refunds, exchanges and credit notes, providing tailored solutions to customer issues.
Senior customer service executive
Bedashing Beauty Lounge
Dubai, United Arab Emirates
06.2017 - 08.2018
- Enhanced team morale through regular feedback sessions.
- Fostered positive relationships with customers through effective communication skills.
- Overcame customer objections by troubleshooting issues to determine suitable solutions.
- Trained new staff on company policies and service standards.
- Handled multiple tasks simultaneously, increasing productivity at work.
- Improved client satisfaction by promptly addressing and resolving complaints.
Administrative assistant
AML Trading
Dubai, United Arab Emirates
02.2017 - 04.2017
- Kept and maintained accurate filing system for preservation of office information.
- Received, sorted and distributed incoming mail.
- Assisted managers in compiling and organising materials for meetings.
Education
Higher National Diploma - Business Management
Higher Institute of Professional Studies
Buea08.2016
Skills
- Complaint resolution
- MS Office expert
- Negotiating refunds
- Skilled multitasker
- Performance monitoring
- Multi-Channel communication
- Email management
- Dispute management
- Customer Service
- Administrative support
- Adaptive leadership
- Conflict mediation
- Stress tolerance
- Cash handling
- Customer relations
- Multitasking agility
- Time management aptitude
Certification
Implementing Customer Care in management
Timeline
Customer service manager
Fly High Fitness LLC
11.2022 - Current
Customer service supervisor
Fly High Fitness LLC
03.2019 - 10.2022
Customer service representative
Fly High Fitness LLC
09.2018 - 02.2019
Senior customer service executive
Bedashing Beauty Lounge
06.2017 - 08.2018
Administrative assistant
AML Trading
02.2017 - 04.2017
Implementing Customer Care in management
Higher National Diploma - Business Management
Higher Institute of Professional Studies
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