Sharone Opondo
Customer Experience Manager | Facility Manager en Kaps Parking Limited
Egerton University
Kenia
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Customer Experience Manager | Facility Manager en Kaps Parking Limited
Results-oriented customer service professional with over seven years of experience in call center operations and facility management. Proven track record of enhancing customer satisfaction and loyalty through effective communication and problem resolution. Strong analytical skills with a focus on data-driven decision-making to improve service delivery and operational efficiency.
Experiencia
Kaps Parking Limited
Customer Experience Manager | Facility Manager
April 2017 - Presente
Developed and implemented customer experience strategies, resulting in a 20% increase in customer loyalty and satisfaction.
Managed over 200 customer inquiries monthly, leading to an 18% reduction in complaint resolution time through effective problem-solving.
Maintained accurate customer feedback databases, analyzing data to inform service improvements and enhance operational efficiency.
Kaps Parking Services Limited
Facility Manager | Customer Service Manager
April 2017 - Presente
- Oversaw automated parking systems, managed billing, and ensured accuracy in client transactions, enhancing transaction integrity and customer trust.
- Managed daily cash transactions and reconciliations, ensuring compliance with company policies, and maintaining high accuracy as a cash custodian.
- Identified up-selling opportunities, cross-sold services during customer interactions, and contributed to business growth.
- Conducted regular audits and inspections to maintain high standards of compliance with safety regulations and internal audit standards.
- Trained and supervised a team to deliver consistent service, leading to a 50% increase in customer satisfaction.
- Developed and conducted staff training programs, aligning team efforts with customer service standards and safety regulations.
Kaps Parking Limited
Customer Experience Officer | Facility Officer
September 2016 - March 2017
Delivered high-quality customer service, consistently resolving inquiries and complaints, contributing to a 15% increase in customer retention.
Implemented operational improvements that enhanced service efficiency, balancing customer satisfaction with effective resource management.
Educación
Certificaciones y Distintivos
No se agregó certificaciones o distintivos
Proyectos
Idiomas
Chino
Principiante
Inglés
Profesional
Francés
Principiante
Habilidades
Communication Skills
Multitasking
Data Analysis
Google Suite
Research
Problem Solving
Positive Attitude
Collaboration
Empathy
Microsoft Office 365
Time Management
Patience
Conflict resolution
Zendesk
Zoom
Trello
Asana
Networking / Building Network