Mohamed Khalif
Denver,CO
Summary
Customer-oriented Customer Service Supervisor with 13-year progressive career focused on enhancing customer service with careful attention to detail and strong follow-through. Polished in assessing systems and developing strategies to reduce process lags. Outstanding organizational and customer-service abilities focused on driving team growth and business profitability. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
13
13
years of professional experience
Work History
Customer Service Supervisor
Jomo Kenyatta International Airport
, Kenya
01.2019 - 05.2023
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
- Maintained accurate records of customer interactions for future reference.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Evaluated employee performance reviews based on specific criteria set forth by management.
- Assisted in developing training materials for new hires as well as existing employees.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Recruited qualified personnel when needed for open positions within the department.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Interviewed, hired and trained staff to meet company objectives.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Delegated work to staff, setting priorities and goals.
Customer Service Supervisor
Bole Addis Ababa International Airport
Adis Ababa, Ethiopia
01.2010 - 01.2019
- Recommended solutions related to staffing issues and proposed procedural changes to managers.
- Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
- Recruited, interviewed and selected employees to fill vacant roles.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Interpreted and explained work procedures and policies to brief staff.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
Education
High School Diploma -
Compit Secondary School
KenyaLanguages
English
Full Professional
Swahili
Full Professional
Amharic
Limited
Somali
Native/ Bilingual
Timeline
Customer Service Supervisor
Jomo Kenyatta International Airport
01.2019 - 05.2023
Customer Service Supervisor
Bole Addis Ababa International Airport
01.2010 - 01.2019
High School Diploma -
Compit Secondary School