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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