Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Geoffrey Karimi Kariu

Doha

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

7
7
years of professional experience
1
1
Certification

Work History

TRAIN DRIVER

Rkh Qitarat-Qatar Rail
10.2021 - Current
  • Improved train punctuality by consistently adhering to schedules and promptly addressing any delays.
  • Enhanced passenger safety through regular equipment inspections and adherence to safety protocols.
  • Maintained a clean and comfortable environment for passengers by conducting thorough cleaning procedures before and after each trip.
  • Efficiently managed train operations, ensuring timely arrivals and departures at all stations.
  • Assisted in the training of new train drivers, sharing expertise on best practices for safe, efficient operation.
  • Collaborated with maintenance teams to address mechanical issues, minimizing downtime and disruptions to service.
  • Stayed up-to-date on industry regulations, attending workshops and conferences to maintain current knowledge of best practices.
  • Ensured accurate record-keeping by diligently completing required documentation related to train operations, incidents, or delays.
  • Communicated effectively with dispatchers and other team members, supporting seamless coordination of rail traffic across the network.
  • Demonstrated exceptional customer service skills by assisting passengers with inquiries or concerns during their journeys.
  • Consistently met company performance targets for punctuality, safety, and customer satisfaction ratings.
  • Served as an ambassador for the company brand through professional conduct both on-boarding trains and at station platforms.
  • Proactively identified potential operational improvements by staying informed about industry trends and technological advancements.
  • Played a key role in maintaining positive company reputation by consistently providing high-quality service to passengers, addressing concerns or complaints with professionalism and empathy.
  • Handled emergency situations calmly and effectively while prioritizing passenger safety above all else.
  • Operated trains according to established guidelines while adjusting speed based on weather conditions or other external factors that could impact safety.
  • Used corasion to prepare reports regarding problems encountered such as accidents, signaling problems, unscheduled stops, and delays.

Customer Service Representative/FIREWARDEN

Hamad International Airport
08.2017 - 07.2019
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
  • Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Updated account information to maintain customer records.
  • Provided primary customer support to internal and external customers.
  • Utilized customer service software to manage interactions and track customer satisfaction.

Education

Diploma In Food And Beverage Sales And Services - Hospitality Administration And Management

Nairobi Aviation College
01.2013

Computer Studies - Computer Networking And Telecommunications

Hospot Computer College
03.2012

Skills

  • Safety awareness
  • Mechanical Knowledge
  • Passenger Assistance
  • Emergency Procedures
  • Technical aptitude
  • Public Address System
  • Problem-solving abilities
  • Customer Service
  • Critical Thinking
  • Active Listening
  • Complaint Handling
  • Money handling abilities
  • Conflict Resolution
  • Computer Proficiency
  • Call Center Operations

Certification

Customer Experience Agent basic Training

Train Driver

Basic fire fighting/First Aid,CPR &AED

SECURITY AND SAFETY

Timeline

TRAIN DRIVER

Rkh Qitarat-Qatar Rail
10.2021 - Current

Customer Service Representative/FIREWARDEN

Hamad International Airport
08.2017 - 07.2019

Diploma In Food And Beverage Sales And Services - Hospitality Administration And Management

Nairobi Aviation College

Computer Studies - Computer Networking And Telecommunications

Hospot Computer College

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Geoffrey Karimi Kariu