Hi, I’m
Magdaline Glasgow
Marrero,LA
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Summary
Personable and dedicated Customer Service Representative with extensive experience in 16 Years in Standard Chartered Bank an international Banking industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
13
years of professional experience
Work History
Standard Chartered BankNAIROBI KENYA, NAIROBI
Customer Service Manager
09.2006 - 01.2019
Job overview
- Provided exceptional customer service to ensure customer satisfaction.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Monitored staff performance to ensure adherence to customer service standards.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Evaluated employee job performance and motivated staff to improve productivity.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Reviewed accounts for payments received or approved credit arrangements.
- Recruited and trained new employees to meet job requirements.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
Standard Chartered BankNAIROBI, LA
Operations Assistant
09.2005 - 09.2005
Job overview
- Utilized software programs such as Excel, Word, Access, for data entry, analysis and reporting purposes.
- Resolved customer inquiries promptly while maintaining a high level of customer satisfaction.
- Participated in team meetings to provide feedback on operational issues and solutions.
- Provided administrative support to the Operations Manager by preparing reports, documents and presentations.
- Supervised day-to-day facility operations in accordance with set policies and guidelines.
- Ensured that all safety protocols were followed during day-to-day operations.
- Organized and maintained records of daily transactions and other operational data.
- Assisted with the development of processes and procedures related to operations management.
- Answered work phones and routed correspondence to correct parties.
- Trained new staff members on company policies related to operations management.
- Worked closely with other departments such as sales, marketing, finance, to ensure smooth operations.
- Developed customer service policies, procedures and standards for operational teams.
- Assisted management in making important decisions by collecting, organizing, and modeling data.
- Maintained accurate records of financial transactions related to operations activities.
- Performed quality assurance checks on products before they were shipped out to customers.
- Troubleshot equipment problems, performed preventative maintenance and scheduled needed repairs.
- Conducted regular audits of operational activities to ensure compliance with regulations.
- Maintained communication with customer service and dispatch to coordinate deliveries.
- Evaluated employee performance and performed corrective actions to minimize workflow weaknesses.
- Received and distributed mail, letters and packages.
- Maintained front desk to provide positive first impression.
- Handled incoming calls and directed callers to appropriate department or employee.
Education
Butere Girls High School Kakamega County Kenya
High School Diploma
12-1989
Skills
- Account Management
- Call Monitoring
- Technical Support
- Handling Escalations
- Training and Mentoring
- Project Management
- Sales Promotion
- Product Knowledge
- Customer Service
- Staff Management
- Team Building and Leadership
- New Hire Training
- Customer Relations
- Staff Training
- Quality Assurance Controls
- Cash Handling
- Focused on Customer Satisfaction
- Adherence to high customer service standards
Availability
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Available
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Timeline
Customer Service Manager
Standard Chartered Bank
09.2006 - 01.2019
Operations Assistant
Standard Chartered Bank
09.2005 - 09.2005
Butere Girls High School
High School Diploma