John Mujema
Panama,Panama
Summary
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
14
14
years of professional experience
Work History
Banking Accounts Specialist
Foundever
Panama, Panama
01.2023 - Current
- Identified customer needs by asking questions and advising on best solutions.
- Assisted members in managing online services and achieving daily banking needs.
- Received telephone calls from customers regarding their accounts or services provided by the bank.
- Created friendly connections and developed rapport with customers by providing outstanding, personalized service.
- Checked customers' identification when necessary in compliance with anti-money laundering regulations.
- Monitored account activities for suspicious patterns that could indicate fraudulent activity.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Provided account information and answered customer inquiries in a timely manner.
- Calculated daily transactions with adding machines and calculators.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Manager
ONQ coontact centers
Panama, Panama
03.2017 - Current
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Monitored staff performance and addressed issues.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Delegated work to staff, setting priorities and goals.
- Minimized staff turnover through appropriate selection, orientation and training.
- Reviewed contracts before signing them on behalf of the organization.
- Created training modules and documentation to train staff.
- Assigned work and monitored performance of project personnel.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Entered time and attendance logs in preparation for payroll.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Trained employees on additional job positions to maintain coverage of roles.
- Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
- Initiated new projects that resulted in increased productivity across all departments.
Senior Customer Service Representative
horizon contact centers
Nairobi, Kenya
06.2010 - 01.2015
- Followed up with customers after purchases to ensure satisfaction.
- Identified trends in customer issues and provided recommendations for resolution.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Managed incoming calls from customers while providing exceptional service.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Ensured compliance with applicable laws and regulations related to customer service.
- Responded promptly to inquiries from customers about products or services.
- Conducted customer service training for new hires.
- Handled difficult situations with tact, diplomacy, and professionalism.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Education
Diploma in Business Administration -
Stonebic College
08.2006
International Computer Drivers License ICDL GLOBAL -
Institute of Advanced Technology
01.2006
High School Diploma -
Juja High School
01.2004
Skills
- Problem-Solving
- Customer Service
- Leadership
- Teamwork
- Handling Conflict
- Mentoring
- Office Administration
- Billing Resolutions
- Staff Management
- Project Management
- Verbal and written communication
- Coaching and mentoring
Roles And Responsibilities
- Monitored staff performance to identify deficiencies and implement proactive improvement plans.
- Prepared reports and analyzed call center data to improve processes and properly allocate team resources continuously.
- Verified compliance with applicable do-not-call lists and associated restrictions to prevent regulatory violations.
- Developed, implemented, and enforced call center KPIs and metrics.
- Offered representative front-line support with difficult calls or issues to maintain optimal service levels and continue developing staff abilities.
- Lead effective team meetings to gain feedback from representatives, share new directives, and educate workers on strategies for success.
- Fielded escalated calls to defuse charged situations, build solutions and recapture customer loyalty.
- Reported telecommunications equipment malfunctions to appropriate maintenance and repair personnel for rapid recovery.
- Hired, trained, and coached call center representatives to provide expert support to customers.
- Managed employee performance through disciplining, coaching, and counseling.
- Coordinated resources and schedules to meet targets and adhere to deadlines.
- Implemented mentoring programs to bring new staff up to speed quickly.
- Improved team member performance through motivation and training.
- Communicated policy updates to the department, answered questions, and monitored compliance.
- Oversaw day-to-day operations and special projects in fast-paced work environments.
- Improved employee skills, increased team value, and cultivated leadership potential.
- Established clear objectives and policies to achieve targets with minimal waste and expenditures.
- Helped identify and improve core customer service policies.
- Contributed to committees related to improving internal operations and overall customer support.
Personal Information
- Title: Call Center Executive
- Date of Birth: 03/20/86
- Nationality: Kenyan
Languages
- Spanish, Intermediate
- English, Native
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Banking Accounts Specialist
Foundever
01.2023 - Current
Manager
ONQ coontact centers
03.2017 - Current
Senior Customer Service Representative
horizon contact centers
06.2010 - 01.2015
Diploma in Business Administration -
Stonebic College
International Computer Drivers License ICDL GLOBAL -
Institute of Advanced Technology
High School Diploma -
Juja High School