KIWANUKA SHAFIK
DUBAI
Summary
I am proud and interested to be part of your team in your organization. My experience is more than 5+ years in customer service industry has provided me knowledge, skills developed by strong work ethics, planning, organization, being assertive and very good communication which plays a very important role in day-to-day operations, working under pressure helps in paying so much attention to detail and be prepared. Am very flexible to learn new skills and eagerness to learn from others as well as being a well-motivated person, ambitious and with patience which possess the ability and inclination to take on new challenges. Enthusiastic candidate with extensive experience in customer service and cash handling at banks or money lending institutes. Strong knowledge of offered banking services and products. Reliable and honest professional dedicated to meeting scorecard goals by processing high volumes of error-free transactions.
Overview
12
12
years of professional experience
1
1
Certification
4
4
Languages
Work History
Customer Service Representative
TRAVELEX EMIRATES EXCHANGE, SERVICE AMBASSADOR
01.2022 - Current
- Deliver top notch customer services which is integral in customer experience from start to finish with managing ques at counters
- Ability to type accurately and quickly while maintaining excellent written and communication
- Providing accurate and up to date information about products, prices and services
- Followed sales process in order to maximize sales through upselling and cross-selling
- Customer and sales focus to provide excellent services and close any sales opportunities
- Recognize warning signs of questionable transactions and mitigate possible effects on sales
- Following all company procedures in ordering, cash handling and other common practices
- Good knowledge of product, services and procedures for strong performance delivery against KPI’s to achieve Team / individual targets
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
BARISTA / CASHIER_CUSTOMER SERVICES
DUNKIN U.A.E
01.2019 - 01.2021
- Welcoming and receiving guests to ensure customer satisfaction
- Continuously keeping assigned area and equipment clean
- Organizing and cleaning /sanitizing chairs, tables and other equipment in premises as designated
- Interact with customers, offer assistance and respond to their queries
- Stock merchandise and make it easy for customers to place orders
- Handling Customers’ requests effectively and professionally
- Ensuring customer satisfaction is met through customer care at all time
- Stocking service areas with supplies such as coffee, food, tableware, and linens
- Informing customers of daily specials and serving them with smile
- Help in resolving customer complaints.
CCTV OPERATOR – SECURITY GUARD
BLACK HORSE SECURITY COMPANY U.A.E
01.2018 - 07.2019
- Operated and maintained surveillance equipment.
- Monitored activities captured on cameras to inform authorities of suspicious activities.
- Supported effective decision-making during critical incidents by providing real-time information from CCTV monitoring operations.
- Watched both live and recorded video surveillance footage.
- Demonstrated excellent multitasking abilities while managing multiple screens simultaneously without compromising attention to detail or situational awareness.
CUSTOMER SERVICES
FAME AFRICA FASHION HOUSE, AMBASSADOR
02.2012 - 01.2018
- Developed customer service scorecards to measure customer service performance.
- Provided outstanding customer service.
- Displayed positive attitude while assisting multiple guests to provide excellent customer service, boosting customer service ratings 100%.
- Met customer service expectations through problem resolution, daily communication and follow-up, boosting customer service scores 100%.
- Developed a deep understanding of customer service principles and customer service best practices.
- Improved customer service ratings and accurately solved problems using active listening and customer service skills.
- Utilized customer feedback to improve customer service.
- Directed cleaning, restocking, and customer service activities.
- Resolved issues and maintained customer service standards.
- Managed branch sales, customer service, finances and recordkeeping.
- Enhanced branch operations by streamlining customer service processes.
Education
BACHELORS DEGREE - INFORMATION TECHNOLOGY
ISLAMIC UNIVERSITY IN UGANDA
MBALE11.2016
UGANDA ADVANCED CERTIFICATE OF EDUCATION U.A.C.E -
KABOWA HIGH SCHOOL
UGANDA01.2011
UGANDA CERTIFICATE OF EDUCATION (U.C.E) -
TURKISH LIGHT ACADEMY
UGANDA2009
Skills
- Excellent interpersonal and customer service skills
- Willing to work in shift environment
- PC based skills to operate windows package (Microsoft word, excel, E-mail)
- Customer centric and dedicated to serve
- Able to work in fast paced environment and in team
- Patient with good listening skills
- Good personality and immaculately groomed, willing to wear uniform
- Integrity and trust
- Retail operational skills
- Adaptable and keen to learn and apply new skills
Certification
- Basic food and hygiene
- Person IN charge Certificate
- Certificate in financial sales
- Certificate in Data base management
- Certified in CISCO Networking
- Certificate in computer technology
- Certificate in basic leadership training course.
References
REFERENCES AVAILABLE UPON REQUEST
Interests
- Reading
- Aviation
- Swimming
- Travelling
- Football
- Gaming
Languages
- Fluency in both spoken and written English
- Luganda Native or Bilingual proficiency
- Swahili Native or Bilingual intermediary
- Arabic Limited working proficiency
Timeline
Customer Service Representative
TRAVELEX EMIRATES EXCHANGE, SERVICE AMBASSADOR
01.2022 - Current
BARISTA / CASHIER_CUSTOMER SERVICES
DUNKIN U.A.E
01.2019 - 01.2021
CCTV OPERATOR – SECURITY GUARD
BLACK HORSE SECURITY COMPANY U.A.E
01.2018 - 07.2019
CUSTOMER SERVICES
FAME AFRICA FASHION HOUSE, AMBASSADOR
02.2012 - 01.2018
BACHELORS DEGREE - INFORMATION TECHNOLOGY
ISLAMIC UNIVERSITY IN UGANDA
UGANDA ADVANCED CERTIFICATE OF EDUCATION U.A.C.E -
KABOWA HIGH SCHOOL
UGANDA CERTIFICATE OF EDUCATION (U.C.E) -
TURKISH LIGHT ACADEMY
- Basic food and hygiene
- Person IN charge Certificate
- Certificate in financial sales
- Certificate in Data base management
- Certified in CISCO Networking
- Certificate in computer technology
- Certificate in basic leadership training course.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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