Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Formalization of policies and procedures
Timeline
Generic

Flavia Zaninka

Irvine,CA

Summary

Proven leader with a track record of enhancing Employees experience by making and finalizing policies that well suits employees and Organization.Builds strong relationships and collaborates with Organization departments. Skilled in negotiation and customer needs assessments. Achieved significant improvements in customer satisfaction and operational efficiency. Multitasking abilities,Strong work ethic, adaptability and exceptional interpersonal skills.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Sales and Customer Service Representative

Focus Industries
01.2023 - Current
  • Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
  • Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
  • Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
  • Processed orders, returns, and exchanges in an accurate and efficient manner.
  • Provided account information to customers and explained bill service policies and customer rights.
  • Prepared and processed requisitions and purchase orders for supplies and equipment.
  • Developed strong customer relationships and loyalty through effective communication.
  • Developed and maintained strong customer relationships and networks within designated sales territory.
  • Worked with management teams to develop annual sales plans, goals, and targets.
  • Advised clients regarding accounts, pricing schedules, and financing options.

National Accounts Representative

Consolidated Fire Protection
07.2022 - 09.2022
  • Responsible for providing customer service, dispatching and managing work orders, tracking customer inspections, and managing overall relationships with clients and vendor
  • Develop positive and professional rapport with assigned account contacts, including timely follow up providing excellent customer service
  • Develop positive and professional rapport with affiliate subcontractors, including communicating the scope of work on each service
  • Effectively communicate with customers and affiliates via telephone and email
  • Receive and dispatch work orders to customer expectation
  • Track all open and closed work orders, including updating status notes in the Great Plains system, providing reports with schedule dates, estimated completion dates, and close dates
  • Communicate status of all work orders to affiliates and customers, including following up daily for accurate and timely completion
  • Obtain inspection purchase orders from the customer and dispatch the inspection work orders to affiliates in a timely manner
  • Follow up weekly on inspection completion status
  • Request and submit proposals for additional repairs/services and to correct deficiencies
  • Follow up on completed inspections with affiliates to make sure the reports, paperwork, and invoices are sent to National Accounts in a timely manner
  • Review the Call Analysis report from your account manager and provide status on work orders
  • National Accounts Workflow Billing System:
  • Review exception management queue and mark-up queue daily
  • Mark-up and price the service and inspection calls properly before submitting to billing
  • Review all paperwork for completeness and accuracy before invoicing
  • Review NTE (Not to Exceed) amounts on customer POs (purchase orders) prior to mark-ups

Organisation Development Officer

MTN
06.2020 - 04.2022
  • Ensuring good Customer(Internal&External)NPS
  • Assists in OD budgeting and monitors annual staff administration programs OPEX
  • Assists in section budgeting and monitors annual staff administration programs OPEX . Coordinate all OD initiatives relating to culture, transformation and customer centricity strategies(Regional Y'ello Feedback,COS & IIP)
  • Coordinate and implement the Department's Team building program
  • Coordinate with the Corporate team on Social Corporate responsibility /community development activities initiatives to enhance staff participation Coordinating Employee
  • Engagement activities Ordinate & follow up on staff participation into public activities social events, activities, initiatives, …...
  • Digitizing of HR Embedding of new strategy across the group (Refer Work. Culture and Capability – Ambition 2025)
  • Ensure all group policies are localized and trained to the whole company/develop and review HR policies
  • Facilitate all HR internal and external audits conducted from time to time
  • Following through on the Structured and Weekly staff engagements (Kigali and Regional)
  • HR Engagement Custodian Manage all the administration accompanying the implementation of the OD initiatives
  • Manages employees complaints and ensures that there is a formal process for resolution
  • Manages Group and other internal HR surveys and design the implementation program arising thereof(GCA,Sentimeter Survey & Other Internal Surveys)
  • Prepares and submits quarter activity report to the supervisor To carry out activities related to external (Invoice, payment requisitions)
  • To elaborate a weekly,monthly and quarterly reports)
  • To follow-up the OD budget by department in order to avoid the overtaking.
  • To submit departmental weekly meeting minutes

Operations Team Leader Sales and Distribution

MTN
02.2015 - 06.2020
  • Daily financial Report/Daily reconciliation: Timely cashing& reporting
  • Ensure efficient stock control processes with no stock variances and stock outs
  • Keep all records(stock requisitions, stock take, delivery notes, Goods returned notes) well filed and signed
  • Drive VTU penetration Ensure timely mobile money agents activation and reporting
  • Acts in as a Service Centre Manager
  • Supporting and supervising Service Centre Consultants
  • Daily Operations and make sure agents are comfortable at the office
  • Customer Care Supervision

Customer Care Consultant

MTN
06.2013 - 02.2015
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Determine charges for services requested, collect deposits or payments, or arrange for billing.
  • Refer unresolved customer grievances to designated departments for further investigation.
  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
  • Daily reports Statement of sales

Billing Supervisor

DHL Express, Kigali
09.2010 - 06.2013
  • Sorting AWBs for classification
  • Corresponding with DHL international on billing issues
  • Supervising corrections of invoices that is made by DHL team members.
  • Negotiating on discounts on tariffs with clients.
  • Billing Clients(Making monthly invoices and Performa Invoices)
  • Locate and monitor overdue accounts, using computers and a variety of automated systems.
  • Answer customer questions regarding problems with their accounts.
  • Record information about financial status of customers and status of collection efforts.
  • Perform various administrative functions for assigned accounts, such as recording address changes and purging the records of deceased customers.
  • Notify credit departments, order merchandise repossession or service disconnection, and turn over account records to attorneys when customers fail to respond to collection attempts.
  • Negotiate credit extensions when necessary.

Customer Care Agent

DHL International
09.2008 - 09.2010
  • Confer with customers by telephone or in person to provide information about their AWB
  • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Determine charges for services requested, collect deposits or payments, or arrange for billing.
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
  • Receive checks and cash for deposit, verify amounts, and check accuracy of deposit slips.
  • Enter customers' transactions into computers to record transactions and issue computer-generated receipts.
  • Balance currency, coin, and checks in cash drawers at ends of shifts, and calculate daily transactions using computers, calculators, or adding machines.
  • Examine checks for endorsements and to verify other information such as dates, bank names, identification of the persons receiving payments and the legality of the documents.
  • Sort and file deposit slips and checks.
  • Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.

Education

Bachelor of Business Administration - Finance

School of Finance And Banking
12.2012

Skills

  • Communication Skills
  • Company Policies and Policy processes
  • Leadership Skills
  • Negotiation Skills
  • Talent Management Skills
  • Training Skills
  • Data Analysis
  • Sales
  • Customer Service
  • Diversity

Accomplishments

  • Supervised team of 26 staff members.
  • Achieved formalization of company policies and procedures with accuracy and efficiency.
  • Collaborated with different teams and companies in the development of company's policies and processes.
  • Organized Tracings and Engagements for the company

Certification

  • Managing Distribution Sales and Network at MTN Academy July 2020
  • Leadership and Management at Lead Academy UK September 2020
  • Career Management at Harvard Management 2020
  • Customer Service at Service Quality Institute October 2017

Formalization of policies and procedures

Policies and Procedures were complete and posted for MTN(Telecom Company) and Mobile Money Rwanda(Fintech Company)

  • Draft Policies and procedures processes for the initial phase
  • Collaborate with cross-functional teams to develop comprehensive policy recommendations.
  • Conduct thorough research on emerging policy trends and regulatory changes.
  • Facilitate stakeholder meetings to gather insights and build consensus on policy initiatives.
  • Lead workshops to educate teams on policy implications and strategic responses.
  • Develop policy briefs and reports for senior leadership and decision-makers.
  • Implement agile methodologies to improve policy development and iteration processes.
  • Engage in continuous learning to stay updated on industry best practices and innovations.

Timeline

Sales and Customer Service Representative

Focus Industries
01.2023 - Current

National Accounts Representative

Consolidated Fire Protection
07.2022 - 09.2022

Organisation Development Officer

MTN
06.2020 - 04.2022

Operations Team Leader Sales and Distribution

MTN
02.2015 - 06.2020

Customer Care Consultant

MTN
06.2013 - 02.2015

Billing Supervisor

DHL Express, Kigali
09.2010 - 06.2013

Customer Care Agent

DHL International
09.2008 - 09.2010

Bachelor of Business Administration - Finance

School of Finance And Banking

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Flavia Zaninka