Summary
Overview
Work History
Education
Skills
Timeline
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Hilary Wafula

Katowice

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

4
4
years of professional experience

Work History

Customer-service-advisor

Concentrix
04.2023 - Current
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Participated in cross-functional projects aimed at improving overall company performance and customer experience.
  • Tracked customer service cases and updated service software with customer information.
  • Contributed to team meetings with valuable input, fostering a collaborative work environment.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Customer Service Representative

Samasource
01.2021 - 03.2023
  • Cross-trained and provided backup support for organizational leadership.
  • Created and maintained detailed database to develop promotional sales.
  • Maintained up-to-date knowledge of product and service changes.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Developed and maintained courteous and effective working relationships.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Resolved problems, improved operations and provided exceptional service.

Waiter's Assistant

Utalii Hotel
01.2020 - 12.2021
  • Trained new servers on restaurant policies and procedures.
  • Delivered exceptional guest experiences through attentive service and quick response to issues.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Assisted wait staff with timely food delivery and guest requests.
  • Met with chef to review daily specials and menu changes.
  • Bussed tables during busy periods to assist staff and quickly turn over tables.
  • Upsold appetizers, drinks and desserts to increase restaurant profits.
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.

Education

MBA - Business Administration And Management

Warsaw University
Poland
03.2025

Bachelor of Arts - Hospitality Administration And Management

Nairobi University
Kenya
12.2022

Skills

  • Product Knowledge
  • Document Control
  • Decision-Making
  • Medical terminology knowledge
  • Analytical Thinking
  • Customer Relations
  • Calm and Professional Under Pressure
  • Salesforce CRM
  • Product and service solutions
  • Multitasking Abilities

Timeline

Customer-service-advisor

Concentrix
04.2023 - Current

Customer Service Representative

Samasource
01.2021 - 03.2023

Waiter's Assistant

Utalii Hotel
01.2020 - 12.2021

MBA - Business Administration And Management

Warsaw University

Bachelor of Arts - Hospitality Administration And Management

Nairobi University

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Hilary Wafula