Teddy Ondula

Teddy Ondula CONTACT --Nairobi EDUCATION Bachelor of Science in Hospitality and Tourism Management Kenyatta University Sep 2015 – Apr 2017 Lifesaver International First Aid Course St. John Ambulance Kenya April 2016 High School (Ordinary Level) 2010 - 2014 CORE QUALIFICATION     High personal integrity and ability to relate to and create trust in all thus enabling good customer service within the establishment. Confident and persuasive team builder, able to motivate and communicate to achieve desired results Dependable and reliable supporting and enabling team effort to produce genuine long-term sustainable development Ability to work under strict deadlines and minimal or no supervision RESUME OBJECTIVE Diligent and personable customer service representative seeking a position in which my communication skills combined with my problemsolving skills can be useful in serving customers. Capable of handling multiple tasks in a fast-paced environment. Able to keep customers happy and smiling while resolving their issues in the shortest time possible. PROFESSIONAL EXPERIENCE CONTACT CENTRE AGENT-(DEU) Teleperformance, Nairobi / April 2023 – Till Present Job Responsibilities               Maintaining a positive, empathetic, and professional attitude toward customers at all times. Responding promptly to customer inquiries. Communicating with customers through various channels. Acknowledging and resolving customer complaints. Keeping records of customer interactions, transactions, comments, and complaints. Communicating and coordinating with colleagues as necessary. Providing feedback on the efficiency of the customer service process. Managing a team of junior customer service representatives. Ensure customer satisfaction and provide professional customer support. Presented, promoted and sold products and services using solid arguments to existing and prospective customers. Performed cost-benefit and needs analyses of existing and potential customers to meet their needs. Reached out to customer leads through cold calling and emailing. 50+ cold calls daily. Coordinated sales efforts with team members and other departments. Analyzed the territory and market’s potential, and tracked sales and status reports. Identified 30+ new leads.   Excellent analytical skills, communication, and interpersonal skills. Office administration, bookkeeping, schedule management and office maintenance. PERSONAL DETIALS Name : Teddy Ondula Date of birth : 07 September 1995 Marital status : Single Nationality : Kenyan Passport Number : B211664 LANGUAGES         English (Fluent) Swahili Spanish (Fluent) German (Intermediate) Italian (Basic) French (Basic) Turkish (Basic) Russian (Basic) CUSTOMER SALES AND SERVICE AGENT-(ESP AND DEU) Emirates Airlines / Oct 2018 to Oct 2022 Job Responsibilities      Expedited all passengers check-ins/check-outs, service requests, booking revisions and cancellations. Established, developed and maintained positive business and customer relationships. Relayed customer feedback or special requests to Duty Managers, supervisors and security. Continuously improved through feedback Audited and reconciled reports on all cash and credit transactions in accordance with l es standard policies and procedures. RECEPTIONIST Westin Dubai MIna Seyahi/ Dec 2017 to Sep 2018 Job Responsibilities       Promoted positive guest relations to all individuals approaching the Front Desk Liaised with vendors to resolve issues with Internet phone and in-room movies Issued keycards and escort instructions to porters. Cleaned and maintained lobby and common areas restocking supplies and watering plants Advised housekeeping staff when rooms have been vacated and are ready for cleaning Deposited guest valuables in hotel safes or safe-deposit COMPUTER SKILLS        Operating System (Any Windows) Word processing Spreadsheets Presentations Microsoft Office Email communication Social media management HOBBIES    Socializing Reading Journals Traveling Receptionist Trainee Sarova Stanley / May 2017 to Oct 2017 Job Responsibilities     Managed the receptionist area, including greeting visitors and responding to telephone and redirecting phone calls to relevant departments. Demonstrated proficiencies in the front desk reception by calming, angry and upset customers and I was able to rapidly solve problems and rebuild client trust. Maintained log books. Including sign-in and out-log, and any front desk departures and also involved in cleaning and organizing the receptionist area. Also took part in marketing activities within the front desk reception and checking in and out of guests.