KEZIAH NJOKI MWAURA
Dubai
Summary
Boosted customer loyalty and enhanced sales by keeping the team efficient and focused on customer needs. Skilled in training staff and solving diverse problems by applying excellent critical thinking and conflict resolution abilities to address any need. Prepared to use knowledge and experience to take on all business requirements.
Overview
7
7
years of professional experience
Work History
Cashier Team Lead
Al Fardan Exchange
12.2021 - Current
- Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries.
- Streamlined cashier operations for improved productivity and reduced wait times.
- Mentored junior cashiers with comprehensive training and ongoing guidance, boosting team performance.
- Managed cash registers, ensuring accurate accounting and reducing discrepancies in daily reports.
- Promoted store loyalty programs to increase repeat business and bolster customer relations.
- Resolved customer complaints professionally, maintaining a positive brand image and fostering customer retention.
- Assisted customers in locating products, providing knowledgeable recommendations based on their needs.
- Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
- Conducted regular audits of register funds, minimizing potential losses due to theft or error.
- Provided backup support during high traffic periods by stepping into cashier roles when necessary.
- Assisted customers by answering questions and fulfilling requests.
Sales Associate
Travelex
10.2018 - 08.2021
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Utilized cross-selling techniques to introduce customers to complementary products, increasing average transaction size.
- Maximized profitability with strategic upselling techniques during one-on-one interactions with clients at the point of purchase.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
Customer Service Representative
Dubai Parks And Resorts
09.2016 - 09.2018
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Bachelor of Commerce - Accounting
JKUAT
KENYA07.2010
Skills
- Customer Service
- Positive Attitude
- Flexible Schedule
- Cash Drawer Reconciliation
- Online Order Picking
- POS System
- Shift Scheduling
- Team Leadership
- New Hire Training
- Workflow Coordination
- Transaction Management
- Procedure Enforcement
Languages
English
Advanced (C1)
Timeline
Cashier Team Lead
Al Fardan Exchange
12.2021 - Current
Sales Associate
Travelex
10.2018 - 08.2021
Customer Service Representative
Dubai Parks And Resorts
09.2016 - 09.2018
Bachelor of Commerce - Accounting
JKUAT
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