Kathlene Ola-Williams
Silver Spring,MD
Summary
Kathlene is a keen analyst with exceptional negotiation and relationship management skills to quickly map out client needs and recommending appropriate solution. With over 7 years experience in maintaining safe, secure and meaningful business environments for all our clients.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Deputy Commercial Manager
Sierra Leone Water Company, Ministry of Water Resources
Freetown, Sierra Leone
09.2016 - 06.2023
- Assisted in developing and implementing a commercial strategy that supports the company growth objectives and maximizes revenue generation
- Assisted in conducting market research and analysis to identify new business opportunities and stay up-to-date on industry trends and competitive landscape
- Responsible for building and maintaining relationships with existing customers, and identify opportunities to expand and grow their business with our company
- Collaborated with internal teams (operations, engineering, finance) to ensure alignment and coordination of sales efforts with operational capabilities and financial goals
- Assisted in developing and delivering compelling presentations and proposals that clearly communicate our value proposition and differentiate us from competitors
- Assisted in managing and communicating changes in customer schedules
- Represented the company at industry events, conferences, and trade shows, and act as a brand ambassador for our company in the market
- Assisted in developing and maintaining detailed financial models to support commercial decision making
- Assisted in conducting analysis on key commercial and operational metrics, including revenue, expenses, margins, and utilization rates
- Prepared regular reports for management and stakeholders to provide insights on the company operational performance and key metrics.
Customer Service Representative
First International Bank
Freetown, Sierra Leone
11.2011 - 08.2016
- Helped with loan applications and credit cards
- Worked with customer account information and account changes
- Educated customers about self-service options such as online banking
- Handled bank transfers, completing transactions, accepting deposits, and answering banking or financial related questions
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Mentored junior team members and managed employee relationships.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Oversaw warranty counseling process to manage expense controls.
- Provided top quality control and eliminated downtime to maximize revenue.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Excelled in exceeding daily credit card application goals.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Prevented key account losses by researching discrepancies and correcting problems.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Developed strong relationships with customers by providing personalized assistance and support.
- Developed strong customer relationships to encourage repeat business.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Answered customer inquiries and provided accurate information regarding products and services.
- Set up and activated customer accounts.
- Updated databases with new and modified customer data.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Completed day-to-day duties accurately and efficiently.
- Maintained schedule of class assignments to meet deadlines.
- Collaborated with others to discuss new opportunities.
Education
Executive Post Graduate Diploma - International Trade Policy and Trade Law
Trade Policy Training Center in Africa TRAPCA
11.2020
Master's degree - Global MBA in Impact Entrepreneurship
Universita Cattolica Del Sacro Cuore
04.2018
Bachelor's degree - Financial Services
University of Sierra Leone IPAM
03.2016
Skills
- Negotiation
- Customer relationship management
- Financial Modeling
- Communication skills
- Time management
- Market Analysis
- Staff Oversight
- Research and Reporting Capabilities
- Meetings and Presentations
- Public Disturbance Resolution
- Public Event Security
- Managerial background
- Commercialization
- Commercial Delivery
Certification
Driver's License, 06/01/23, 12/01/31
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There’s no shortage of remarkable ideas, what’s missing is the will to execute them.
Seth Godin
Timeline
Deputy Commercial Manager
Sierra Leone Water Company, Ministry of Water Resources
09.2016 - 06.2023
Customer Service Representative
First International Bank
11.2011 - 08.2016
Executive Post Graduate Diploma - International Trade Policy and Trade Law
Trade Policy Training Center in Africa TRAPCA
Master's degree - Global MBA in Impact Entrepreneurship
Universita Cattolica Del Sacro Cuore
Bachelor's degree - Financial Services
University of Sierra Leone IPAM
Driver's License, 06/01/23, 12/01/31
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