ELIEZER LAFEN GHAKANYUY
CUSTOMER SERVICE LEAD/CASHIER
Doha,QATAR
Summary
Successful Customer Service Executive with 3 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic with grace in handling difficult situations through resourcefulness and adaptability.
Overview
4
4
Languages
9
9
years of post-secondary education
6
6
years of professional experience
Work History
Customer Service Executive
VIRGIN MEGASTORE, AZADEA
DOHA, QATAR
07.2018 - Current
- Provide primary customer support to internal and external customers.
- Resolve problems, improved operations and provided exceptional service.
- Identify issues, analyzed information and provided solutions to problems.
- Carry out day-day-day duties accurately and efficiently.
- Actively listen to customers' requests, confirming full understanding before addressing concerns.
- Create spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provide information regarding charge accounts and loyalty programs.
- Answer customer telephone calls promptly to avoid on-hold wait times.
- Collect customer feedback and made process changes to exceed customer satisfaction goals.
- Liaise with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Regularly exceed daily sales and product add-on quotas.
- Assist customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Offer advice and assistance to customers, paying attention to special needs or wants.
- Leverage sales expertise to promote products and capitalized on upsell opportunities.
- Recommend products to customers, thoroughly explaining details.
- Answered constant flow of customer calls with minimal wait times.
Cashier Specialist
Virgin Megastore, AZADEA
Doha, Qatar
07.2016 - 06.2018
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Managed special actions such as returns processing and payment reversals for team members.
- Restocked and organized merchandise in front lanes.
- Helped customers complete purchases, locate items and join reward programs.
- Answered questions about store policies and addressed customer concerns.
- Assisted cashier team with resolving problems and maintaining efficiency.
- Supported Multimedia and Music/Culture departments with merchandising, product retrieval and customer service needs.
- Readied daily tills for each cashier, including counting out change and documenting total amounts end-of-shift review.
- Mentored new team members on POS system operation, customer service strategies and sales goals.
- Reviewed weekly sales ads and monitored price changes.
- Worked flexible schedule and extra shifts to meet business needs.
- Used POS system to enter orders, process payments and issue receipts.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Performed cash, card and check transactions to complete customer purchases.
- Provided expertise on products, including demonstrating features, answering questions, and redirecting objections to highlight positive aspects.
Retail Sales Representative
Virgin MegaStore, AZADEA
Doha, Qatar
04.2015 - 07.2016
- Welcomed customers and provided assistance in locating and purchasing products.
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
- Ensure smooth and efficient receiving process of items/shipments, as well as accurate stock keeping preventing security risks and thefts by performing physical and electronic inventory as required, reporting broken alarms, incidents, suspicious activities.
- Assisted customers by answering questions and fulfilling requests.
- Managed promotional in-store signage and displays and re-stocked merchandise from returns and stock room.
- Recommended merchandise to customers based on needs and preferences.
- Supported loss prevention goals by monitoring shopper behavior.
- Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Answered questions about store policies and addressed customer concerns.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Approached browsing customers to initiate conversations to determine buying preferences.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Remained informed and updated on current promotions and sales, security protocols, exchange policies and payment policies.
Education
STATE ENROLLED NURSE CERTIFICATE (SEN) - Nursing And Midwifery
St. Francis School of Nursing & Midwifery
Buea-Cameroon 10.2004 - 07.2006
High School Diploma -
Presbyterian High School Kumbo
Cameroon 09.2001 - 06.2003
O"Levels Certificate (Ordinary Levels Certificate) - NURSING & MIDWIFERY
Presbyterian Secondary School Mankon
Bamenda-Cameroon 09.1995 - 06.2000
CompTIA A+ Certificate - Computer Hardware (A+) And Basic Networking
Syscoms Information Technology
Doha-Qatar 09.2017 - 11.2018
Skills
Payment management
Presentation skills
Company policy adherence
Relationship building
Troubleshooting
Coaching and mentoring
Documentation and control
Bookkeeping
Staff Management
Strategic planning
Satisfaction monitoring
Marketing
Online chat and email
Issue escalation
Customer Relations
Written and verbal communication
Staff Training
Records Maintenance
Safe verifications
Time management skills
Reports and documents
Accomplishments
- Received Employee of the month award for outstanding client engagement with customers.
- Supervised team of 5 staff members.
- Designed sheets with online purchase gaming codes for all Virgin Megastore Shop outlets in Qatar.
Timeline
Customer Service Executive
VIRGIN MEGASTORE, AZADEA
07.2018 - Current
CompTIA A+ Certificate - Computer Hardware (A+) And Basic Networking
Syscoms Information Technology
09.2017 - 11.2018
Cashier Specialist
Virgin Megastore, AZADEA
07.2016 - 06.2018
Retail Sales Representative
Virgin MegaStore, AZADEA
04.2015 - 07.2016
STATE ENROLLED NURSE CERTIFICATE (SEN) - Nursing And Midwifery
St. Francis School of Nursing & Midwifery
10.2004 - 07.2006
High School Diploma -
Presbyterian High School Kumbo
09.2001 - 06.2003
O"Levels Certificate (Ordinary Levels Certificate) - NURSING & MIDWIFERY
Presbyterian Secondary School Mankon
09.1995 - 06.2000