samuel ngotho

Customer Service team Leader at DOHA FESTIVAL CITY MALL (ALFUTTAIM GROUP)

• Qatar
• My current job since November 2017

Customer Service Executive at ALFUTTAIM GROUP

• Qatar
• My current job since November 2017

station master at qatar rail

• Qatar
• My current job since January 2018

 Shift /duty ‘landlord’ of a station and all persons working in a station are subject to his/her authority.

 Awareness of the Integrated Management System and the content of the Environment, Quality, Health & Safety and Information Security Policy Statements
 Promote a good HSQE and Information Security culture among their peers, subcontractors and third parties;
 Ensuring that the that the station facilities are in a safe and good working order.

 Provide effective communications and information with internal and external parties in an efficient and timely manner,


 Deliver public announcements and ensure all train and station information is correct, clear and up to date;

Responsible for the efficient and safe evacuation of station premises in the event of fire or other emergency situations;

 Monitor and maintain station operational status and ensure the safety and comfort of passenger movement within the station premise
 Lead a team of Station Agents and Customer Service Agents to deliver a safe, reliable, world class and customer focused station services
 Ensure all station equipment and facilities to ensure that they are in good order;

 Ensure all staff are smartly presented and fully briefed prior to the start of shift;

 Control and avoid overcrowding in station and platforms and to ensure that passengers are entering/exiting the station in an orderly fashion;

 Deliver essential messages to passenger via audio or visual means in a timely and proactive manner to avoid confusion, frustration and anger;

 Monitor and control the direction of the fare gates in accordance with the flow of passengers, and in the event of emergency;

 Provide ticket sales, train services information and respond to passenger enquiries;

 Distribute publicity materials and handle lost property;

 Render all possible assistance to customers, in particular those with special needs, to enhance customer service and safety;

 Managing and overseeing cash collection, management and reconciliation in the station when required.

 Reporting faults and informing the Fault Controller (FC) of and any malfunction and failure of equipment.

 Reporting faults and informing Train Controller of any occurrences which may have an impact on train operation;

Customer Service at Virgin megastore (AZADEA GROUP Qatar)

• October 2009 to September 2013

Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill
•Issuing refunds or compensation to customers
•Keeping accurate records of discussions or correspondence with customers
•Analyzing statistics or other data to determine the level of customer service your organisation is providing
•Producing written information for customers, often involving use of computer packages and software
•Providing help and advice to customers using your organisation's products or services
•Communicating courteously with customers by telephone, email, letter and face-to-face
•Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants
•Writing reports analysing the customer service that your organisation provides
•Developing feedback or complaints procedures for customers to use
•Improving customer service procedures, policies and standards for your organisation or department
•Meeting with other managers to discuss possible improvements to customer service
•Involvement in staff recruitment and appraisals
•Training staff to deliver a high standard of customer service
•Leading or supervising a team of customer service staff
•Learning about your organisation's products or services and keeping up to date with changes
•Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.

Junior Accountant at Co-operative Creameries’ Ltd

• January 2011 to April 2011

This is a leading Dairy Products Semi-Government Organization based in Kenya)
•Assisted in filing Financial Documents
•Using of SAP
•Marketing and sale of products to customers
•Banking, Petty Cash & Creditors reconciliation
•Undertaking Daily and Monthly Stock taking and reconciliation
•Preparation of Payment Vouchers, Cheques and Posting in the system daily.
•Handling Suppliers issues