NAME: Patience Jofi Muambo

ADDRESS: IMPZ

LANGUAGE: English

TEL: +971522941072

E-mail: [email protected]

PERSONAL SUMMARY

Friendly and helpful customer service supervisor with a dedication to giving excellent service. Have diverse experience working in the beauty, Healthcare and Fitness industry for over 5years. Incredible oral communication skills when answering questions and dealing with customer concerns. Excellent problem-solving ability that helps resolve customer issues satisfactorily. Strong leadership skills that help customer service representatives on the team work toward specific goals and to a high standard of quality.

Professional Experience:

April 2019 – Present

FLY HIGH FITNESS LLC
Customer Service Supervisor

Duties
§  Working closely with direct line manager to ensure front desk staff are up to date on latest the
Information discussed in the head’s meetings.
§  Prepare monthly ROTA for the front desk team
§  Handling membership cancellation, refund, transfer, downgrade, freezes while following the standard procedure and not going against company’s policy.
§  Conducting weekly meetings with front desk staff to discuss challenges, complaints and suggestions in order to develop ways on improving our service.
§  Coordinating with the data management supervisor in ensuring the front desk team is been accurate in data entry (no fraudulence act in terms of discounts granted)
§  Coaching, motivating & counseling staff including administrating disciplinary action when necessary.
§  Managing the company’s information email and delegating incoming requests to the appropriate department.
§  Assist in training of new team members and utilizing learning checklists and training materials.
§  Evaluate the team’s performance based on the KPI’s listed for the team and report to customer relations manager.
§  Responsible for assigning tasks to my direct subordinates and ensuring that it is been carried out efficiently.
§  Ensuring that the reception is never left unattended and most be tidy.
§  Responsible for ensuring that the team offers the best customer service to our members and guest.
§  Making sure every front desk staff is fully knowledgeable of the products and services we offer by implementing role plays and encouraging them to attend the classes we offer
September 2018 – March 2019
FLYHIGH FITNESS LLC                                                                                                                Customer Service / Admin
Duties;
§  Welcome and wish farewell to clients and members coming or leaving the facility
§  Provide information related to the various membership packages and fees either face-to face, on the phone or via email when necessary.
§  Handling incoming and outbound calls
§  Assisting clients and members with their class bookings on request
§  Give tours to new clients when necessary
§  Build a good rapport with members and clients by providing an extremely best customer service at all time
§  Manage the members accounts
§  Handles all payments
§  Balance end of the day sales and reporting it to the necessary dignitaries
§  Providing members with information patterning to the safety procedures and Club Rules
§  Record, report and follow up inquiries /suggestions / complaints from members and clients for closure.
§  Records and manages valuable lost and found within the facility
§  File all members and client’s forms

June 2017- August 2018

BEDASHING BEAUTY LOUNGE LLC
Receptionist / Branch Supervisor

Duties
§  Greet and welcome guest warmly as they enter the Lounge.
§   Solve customers’ complaints with high degree of professionalism in order not to tannish the company nor the staff concerned.
§   Answer telephone calls and provide accurate information to clients
§  Has full knowledge of the products and services provided by the Lounge
§  Keep the reception area clean and conducive for clients as they wait for their turn to be attended to.
§  Ensure the guests are assisted by their therapist while attending to them.
§  Ensures the therapist follow the right hygienic procedures while a rendering service to the guests by assigning subordinates to constantly roam the lounge.
§   Introduce new beauty products to clients and educate them on their uses and benefits
§   Keep clients updated about ongoing promotions and discounts on services.
§   Process payments for the service offered and bid them goodbye.
§   Keep register of long and existing clients for them to enjoy benefits given to loyal customers.
§   Make appointments as per their demand and manage booking through Phorest GO.
§  Get clients feedback/suggestions/complaints and use them for our advantage to better serve them.
§  Overlooks the entire Lounge in the absence of the branch manager.
§  Coordinating weekly meetings to discuss strategies that will help the lounge generate more income and for the staff to meet their individual targets.
§  Handle the monthly schedule of the therapist and front desk staff.
§  Represented the branch in some monthly head’s meetings and report minutes to direct branch manager.
§  Ensured the newly recruited staff are trained.

POLYCLINIC BONANJO DOUALA, CAMEROON
Customer Service Agent 2014-2016

Duties
§  Responsible for maintaining the smooth running and operation of all front desk activities along with my team members in a busy medical center.
§  Helping the doctors and medical staff by managing their administrative and secretarial duties.
§  Politely greeting patients and visitors as they walk in to the center.
§  Dealing with from doctors and other medical staff in an efficient and courteous manner.
§  In charge of the doctor’s diary (managing appoints).
§  Scheduling appointments for patients.
§  Maintaining a clean reception area
§  Screening inquiries for the doctors and other medical staff.
§  Checking patients in and out.
§  Accurately collecting information and personal details about patients.
§  Maintaining confidentiality of patient’s medical history.
§  Arranging any necessary follow up appointments for patients with hospitals or with other healthcare professionals via emails, phone calls or face-to- face.
§  Dealing with patient’s enquiries by telephone, e-mail and through face to face.
§  Performed admin duties such as photocopying, typing and filing of patients records

SKILLS
§  Demonstrated ability to be self-directed, flexible and approachable / ability to interact with other departments.
§  Excellent customer service skills to include professional phone protocol
§  Excellent verbal and written communication skills with the ability to quickly establish trust and reliability over the phone.
§  Strong organizational skills and good attention to detail
§  Ability to handle and resolve customer’s complaints following the policies and procedure of the company.
§  Considerable knowledge of the company’s products, services and business operations to enable resolution of customer inquiries.
§  Excellent in prioritization and multitasking.

EDUCATION
2013: University of Buea Cameroon, Bachelors of Business Administration
2012: Higher Instituted of Professional Studies, Buea Cameroon HND in Business Management