RHODA KIMONDO
Dubai
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
2025
2025
years of professional experience
2012
2012
years of post-secondary education
Work History
Customer Service Executive
YAP Payment Service Provider
9 2021 - 11.2024
- Deliver prompt and professional solutions with proactive troubleshooting via phone call,WhatsApp chat,email inorder to resolve customer problems
- Manage large amounts of inbound and outbound calls in a timely manner
- Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
- Effectively resolve customer queries with agreed timelines to meet customer expectations
- Seize opportunities to upsell products when they arise
- Maintaining target levels of productivity in relation to performance metrics eg AHT,quality scores,resolution rate and customer satisfaction
- Complete fraud prevention checks
- Resolve product or service problem by clarifying customer concerns,determining the cause,selecting and explaining the best solution and following up to ensure customer's satisfaction is met
Customer Service Executive
Aramex Emirates LLC
06.2020 - 08.2021
- Focal point for customer's shipping requests
- Provide freight solutions to customers
- Develops relationships with allocated customers
- Manage end to end shipment life cycle liaising with all internal and external stakeholders
- Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution
- Provides spot quotations and closes contract
- Takes and handles customer inquiries, e.g
- Track and Trace
- Responsible for all KPIs and SLAs agreed with allocated customers
- Takes and registers all customer complaints
- Drives solution of customer complaints by solving it directly or assigning tasks to other function
- Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete
- Ensure seamless transaction liaising with Pricing
Junior Collection Officer
Fetchr Dubai
11.2018 - 04.2020
- Providing an efficient baggage handling, delivery and collection service
- Ensure collection and delivery of bags in an efficient and timely manner
- Tag bags with identification and deliver them in the storage area safely
- Ensure accountability of the bags being carried and handle with utmost care
- Ensure the baggage has been delivered, proper proof has been taken in the mobile device and the customer has verified the contents
- Assist the Collection Executives on duty during busy periods and breaks
- Engaging customers and informing them about the service
Telesales Executive
KCB Bank limited Kenya
04.2014 - 01.2018
- Develop creative pitches and propositions aimed at specific industry sectors
- Identifying opportunities,produce leads and book appointments for the sales force with emphasis on high quality leads
- Proactively follow up leads generated from canvassing by the account managers
- Sending monthly reports and feedback received from customers,competitor analysis and providing action plan to enhance performance and counter competitors action
- Working closely with the marketing team to enhance performance
- Doing due diligence before closing any deals with customers so as to avoid loss
Education
Bachelor of Commerce - Insurance
University of Nairobi
Skills
Attention to Detail
Active Listening Skills
Positive Attitude
Interpersonal skills
Problem Solving
Time Management
Critical thinking skills
Building Customer loyalty
Decision making
Improving Customer Experience
Online chat and email
Call center experience
Live chat support
Timeline
Customer Service Executive
Aramex Emirates LLC
06.2020 - 08.2021
Junior Collection Officer
Fetchr Dubai
11.2018 - 04.2020
Telesales Executive
KCB Bank limited Kenya
04.2014 - 01.2018
Customer Service Executive
YAP Payment Service Provider
9 2021 - 11.2024
Bachelor of Commerce - Insurance
University of Nairobi