service Coordinatoer

In charge of planning, implementing and coordinating operations of FedEx-Uganda. Hence, ensuring that the schedules, meetings, and goals of each department all properly coincide and that business keeps running smoothly.
Duties:
 Provided and oversaw daily manpower for the workplace, scheduling employee shifts and planning, assigning and supervising the work and dispatch crews.
 Trained new hires on office policies and procedures.
 Determined customer service requirements by maintaining contact with customers, contact courier riders for package pickups and conducting customer satisfaction surveys.
 Participate in product and general business development
 Anticipate problems and set policies in place to deal with them when they do happen
 Preparation of monthly and annual reports (Proof of Delivery Reports)
 Ensured the ware house was well stocked and equipment is running properly.
 Handle different customer complaints in operation escalated by the staff.
 Processing and gathering of all the sales data, balance cash flows and making bank deposits.

Performs dispatching and administrative duties related to scheduling of service requests;
Duties:
 Maintains and organizes inventory stocked at branch.
 Applies relevant codes (Routing) to allow for timely and safe delivery of customer packages to final destinations.
 Track and trace in-bound/out-bound packages to ensure deliveries are made safely and within the turn-around time.
 Make system updates to customers’ packages in a timely manner.
 Monitors all work orders assigned to dispatch riders, track and document their completion.
 Arrange for necessary repairs in order to restore service and schedules.
 Reconciles various reports on a monthly basis.

Duties:
 Attended to all walk in customers to the Business Centre efficiently so as to achieve the required Customer Service Standards and measures.
 Conveyed customers’ feedback and suggestions to the Business Centre Manager to ensure continuous service improvements and customer churn management.
 Proactively identified customer needs, highlighted major issues faced by Warid customers and followed up with the relevant stake holders to ensure that they were resolved in a timely manner.
 Ensured that all company stock balanced and was declared on a daily basis.
 To achieve the set monthly sales targets at the business centre.

Duties:
As a Team Leader at the contact centre:
 I was in charge of all supervisory duties.
As a contact centre advisor:
 Educated and provided accurate information about company products and services to the callers/customers.
 Used appropriate problem-solving skills to handle difficult or irate customers.
 Used appropriate contact centre systems, processes and procedures to resolve customer issues accurately and promptly at every point of contact.
 Registered customer queries and call classifications to assist in follow up and evaluation of customer complaints data for trend analysis, service delivery improvements and preparation of reports.
 Making out bound calls for promotional campaigns, service follow up call backs, verification calls, warning calls, customer satisfaction surveys and others as and whenever the situation required.
 Making coordination calls to other departments upon request from service centre or within the contact centre.
 Identify areas of work process improvements and share with the entire management team.

Duties:
 Conduct a daily purchase audit trail of requisitions, goods received notes and the delivery notes.
 Record and chart each individual's sales figure on a weekly basis.
 Checking all bills at the front office by ensuring that proper postings are made and all bills are paid for.
 Verify the accuracy of all postings from the Restaurant, Bar and Front Office.
 Tally the physical Bar and raw food stock with the records in the stock books.
 Tally the physical kitchen order tickets (KOT) information with the recordings in the KOT book
 Store all Hotel purchases destined for the Bar and Restaurant.
 Check and confirm that no foreign bottles of wines and spirits have been smuggled in.
 Monitor the storage of inventory in various storage locations.
 Certify physically all the broken glasses and plates, beverages bottles of beer and soda; physically examine the claims for spoilages and written offs.
 Implement management and board reports in a timely manner.