Gladys Misoga
Customer Service Executive
Doha
Summary
Customer-oriented Customer service support with over 15 years of experience . Knowledgeable and dedicated customer service professional with extensive experience in different countries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success and aiming at delivering exceptional customer experiences.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Supervisor
Virginmegastore
Doha
02.2018 - Current
- Gathered supporting documents to complete end-of-shift reporting and explain discrepancies.
- Utilized customer service skills to resolve customer complaints and provide timely and accurately
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests..
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Updated reports, managed accounts, and generated reports for company database.
- Created and maintained databases to track and record customer data.
- Resolved customer issues promptly and effectively, escalating concerns when necessary to ensure highest level of satisfaction.
- Managed high volume of inbound calls, efficiently addressing customer inquiries on phone and email while maintaining professional demeanor.
- Implemented upselling techniques to increase revenue and move product.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Leveraged analytical skills to review customer feedback data, identifying areas requiring attention or process improvements.
Customer Service Coordinator
Vodafone Qatar
Doha
03.2009 - 09.2018
- Processed wide variety of retail telephone plans for personal and commercial customers.
- Assisted customers with needs and inquiries.
- Processed applications for new accounts.
- Generated monthly reports on customer activity and customer feedback.
- Utilized customer relationship management software to provide accurate and complete customer service.
- Cross-sold products and services to meet customer needs and provide options.
- Answered customer questions and explained available services
- Processed customer requests for Bill payment, ordering additional plans, and updating customer personal information in database.
- Handled escalated calls with professionalism, tact, and diplomacy to address customer concerns effectively.
- Developed rapport with customers through empathetic listening skills and genuine concern for their needs or concerns.
Travel Consultant
Travel Doo Du
11.2007 - 03.2009
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
- Optimized resource allocation by monitoring booking volume and adjusting staff scheduling accordingly.
- Mentored junior consultants on best practices in the industry while fostering a collaborative work environment.
- Organized group tours, ensuring a seamless experience from start to finish for all participants.
- Addressed unforeseen challenges during trips by coordinating alternative arrangements or providing support as needed.
- Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
- Expanded agency''s network of suppliers by establishing partnerships with airlines, hotels, tour operators, and other service providers.
- Built strong relationships with clients through exceptional communication and personalized service.
- Collaborated with team members to optimize travel recommendations and share industry knowledge.
- Increased repeat business by providing outstanding customer service and addressing client concerns promptly.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Maintained and updated corporate traveler profiles with current information.
Education
Diploma - Information Technology
Otipla Computer College
Kenya 01.2005 - 01.2006
Diploma - Sales And Marketing Education
Nairobi Institute of Business Studies
Nairobi 02.2005 - 08.2006
Certificate - Project Management
Tracom Institute
Kenya 09.2006 - 09.2008
Skills
Account management
Sales and Upselling Skills
Customer service orientation
Excellent Communication
Computer skills
Documentation and reporting
Problem solving abilities
Product Knowledge
Time Management
Flexibility and Adaptability
Attention to details
Marketing and promotions
Travel bookings
Team work and collaboration
Performance Evaluations
Team Building and Leadership
Cross-Functional Collaboration
Timeline
Customer Service Supervisor
Virginmegastore
02.2018 - Current
Customer Service Coordinator
Vodafone Qatar
03.2009 - 09.2018
Travel Consultant
Travel Doo Du
11.2007 - 03.2009
Certificate - Project Management
Tracom Institute
09.2006 - 09.2008
Diploma - Sales And Marketing Education
Nairobi Institute of Business Studies
02.2005 - 08.2006
Diploma - Information Technology
Otipla Computer College
01.2005 - 01.2006