Leonard Wanjiku
Customer Service Executive
Dubai
Summary
A seasoned Customer Associate with more than 8 years of experience, dedicated to providing highest quality service and making customers feel welcome. Committed to exceeding target expectations and furthering company goals. Timely and situationally aware employee dedicated to supporting productive work environments.
Overview
12
12
years of professional experience
Work History
Customer Service Associate
Abu Dhabi Commercial Bank
Dubai
12.2015 - 06.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction with 99% average call quality
- Offered advice and assistance to customers, paying attention special requirements
- Developed and actualized customer service initiatives to decrease wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided customer feedback to management and identified areas of improvement for products and services.
- Increased revenue by cross-selling and upselling products and services.
- Educated customers about billing, payment processing and support policies and procedures.
Security Supervisor
Emirates NBD
Dubai
01.2013 - 12.2015
- Analyzed and investigated incidents alongside functional management and security supervisors.
- Conducted frequent security audits to identify potential problems related to physical security, staff safety, and asset protection.
- Recorded incident reports with detailed accounts of occurrences.
- Screened vendors and contractors before granting access to restricted areas within mall.
- Collaborated with management to develop security policies and procedures.
Sales Associate
Pz Cussons Ltd
Nairobi
02.2012 - 12.2012
- Provided positive first impressions to welcome existing, new, and potential customers.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Engaged with customers to build rapport and loyalty.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
Airport Agent
Dubai International Airport
Dubai
05.2011 - 12.2011
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Collaborated with internal team to facilitate safe and on-time departure.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Proven ability to learn quickly and adapt to new situations.
- Gained extensive knowledge in data entry, analysis and reporting.
- Cultivated interpersonal skills by building positive relationships with others.
Education
Diploma - Business Administration And Management
Capital University College
UAE 06.2023 - Current
Skills
Inbound and outbound calling
Customer Support
Account management
Negotiation
Service standard compliance
Retail store support
Complaint resolution
Self-direction
CRM system
Information analysis
Timeline
Diploma - Business Administration And Management
Capital University College
06.2023 - Current
Customer Service Associate
Abu Dhabi Commercial Bank
12.2015 - 06.2023
Security Supervisor
Emirates NBD
01.2013 - 12.2015
Sales Associate
Pz Cussons Ltd
02.2012 - 12.2012
Airport Agent
Dubai International Airport
05.2011 - 12.2011