Alice Ondima
Plymouth,MN
Summary
Detail oriented customer service representative with 5+ years of experience in contact center support in a fast-paced work environment. Strong communicator who builds client trust with persuasive language and unwavering customer support attitude. An impressive history of optimizing client satisfaction by identifying client needs and striving to deliver tailored solutions beyond the clients' original requests. Extensive experience working in telecommunication and distribution industries.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Lead ( Direct Support Staff)
Minn Care Home Health
08.2022 - Current
- Handles incoming calls, mails, bills and invoices and completes appropriate actions.
- Schedules daily and weekly care hours for client caseload.
- Updates patient files with current vitals, behaviors, and other data relevant to treatment planning.
- Provides staff coaching, mentoring, and consultation to enhance performance and professional development.
- Maintains strong connections within caregiver community to gain continuous knowledge.
- Assists with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Administers medication as directed by physician.
- Liaises with key accounts to deliver targeted administrative household support.
- Assists in scheduling and staffing.
Customer Service Associate
Joy Care Homes
03.2020 - 12.2022
- Responded to customer calls and emails promptly to answer questions about our services.
- Provided training and support to new associates to help provide high-quality customer service.
- Utilized internal software and tools to meet customer needs and resolve issues promptly.
- Solved problems with services by providing customers with technical support.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed and updated databases to handle customer data.
Quality Control Inspection Supervisor
Acceler Global Logistics For Safaricom
01.2016 - 08.2019
- Responded to customer calls and emails promptly to answer questions about our services.
- Trained workers in different departments in improved procedures designed to enhance quality and eliminate errors.
- Supervised and directed quality control personnel through effective mentoring, coaching and work delegation.
- Collaborated cross-functionally with supervisors from departments such as inventory and procurement to coordinate effective solutions to systemic problems, resulting in direct reductions in error and rework rates.
- Coordinated disposal of discrepant materials unsuitable for rework or recycling.
- Developed and initiated standards and methods to fully inspect, test and evaluate materials and completed work telecommunication industry settings.
- Located and resolved problems with team production and performance to maintain consistent quality levels.
- Monitored daily and weekly key performance indicators to maintain on-track status.
- Increased customer satisfaction and grew business by maintaining close relationships with customers.
Customer Service Agent
Alonko Enterprise
08.2012 - 10.2015
- Responded to customer calls and emails to answer questions about products and services.
- Actively listened to customers, handled concerns quickly and escalated major issues to the
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Facilitated communications through management of inbound and outbound customer calls.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
Education
Nursing Assistance - Certified Nursing Assistant
North Metro Health Professional Institute
Brooklyn Park07.2020
Bachelor of Science - Community Resource Management And Extensions
Kenyatta University
Nairobi, Kenya12.2015
High School Diploma -
Ichuni Girls High School
Kisii, Kenya11.2006
Skills
- Excellent Communication Skills
- Time Management
- Flexibility and Adaptability
- Problem solving
- Project Management Software
- Crisis Management
- Client Support
- Emergency Situations
- Client Records Management
- Remote Video Conferencing
- Creative Thinking
- Word, Excel, and PowerPoint Processing
Certification
- Customer Service Training - 2017
- Leadership Training - 2014
- PCA - Personal Care Aide
- DCA - Direct Care Aide
Additional Information
I have volunteered in customer empowerment programs such 'Together we can go further' which was meant to give the customer and the tools that they need in decision making over a product or service.
Timeline
Lead ( Direct Support Staff)
Minn Care Home Health
08.2022 - Current
Customer Service Associate
Joy Care Homes
03.2020 - 12.2022
Quality Control Inspection Supervisor
Acceler Global Logistics For Safaricom
01.2016 - 08.2019
Customer Service Agent
Alonko Enterprise
08.2012 - 10.2015
Nursing Assistance - Certified Nursing Assistant
North Metro Health Professional Institute
Bachelor of Science - Community Resource Management And Extensions
Kenyatta University
High School Diploma -
Ichuni Girls High School
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