Christine Senga Alamazani
Dagenham
Summary
With over 15 years of experience in delivering top-tier customer service across various roles—Customer Service Representative, Supervisor, and Manager—I bring a strong leadership and a commitment to excellence. Having transitioned into IT, I am actively growing my skills through self-learning and bootcamp's like Just IT, expanding my knowledge of technical languages and industry trends. I aim to contribute to a dynamic organization with a solid IT foundation, combining my customer service expertise and technical growth to deliver exceptional results. My people skills and dedication make me an invaluable asset to any team.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Lidl Supermarket Chain
10.2012 - Current
- Providing accurate information about a product or finding solution regarding customers problems.
- Sales and product recommendation, understanding the customers need and recommending suitable products and services, processing transactions or handling refunds or exchange.
- Building customer relations, ensuring customers feel valued and respected, gathering customers feedback to improve service.
- Problem solving and conflict resolution, handling complaints effectively and efficiently, escalating complex issues to the appropriate departments, ensuring customer satisfaction.
- Staying informed, keeping up with the company policies, products, and industry trends, attending training sessions to improve customer service skills.
- Administrative and technical support, keeping record of the customers interactions and transactions, assisting with paper work, contracts or account management.
Project Launch Assistant
NHS Hillingdon Trust, Band 4 Digital Department
03.2023 - 07.2023
- Responsible for roll out of the Doctor video system project
- Identified and managed risks within the project before the Go Live date
- Trained admin staff, clinicians and doctors on the usage of the Dr/Dr video platform
- Performed UAT and regression testing, to ensure, once launched, that the project ran smoothly
- Employed effective communication and understanding skills and collaborated with different stakeholders
- Reported issues with the system to the management team through emails and Microsoft Teams meetings
- Utilised all the NHS tools such as ICS, HCT, PAS and other such as DWP and the new Docman mailing system
- Adhered to GDPR regulations to whilst the hospital was merging into the new SENER system, ensuring all patient data is saved and stored accordingly
- Collected and analysed historical patient data, providing managers with accurate insights to support informed decision-making and ensure high data quality and integrity.
Banking Telephone Operator/Customer Leasing Team
Lloyds Banking Group Campaign, Glasgow (Teleperformance)
09.2022 - 02.2023
- Dealt with customer’s personal account query via the telephone
- Closed and managed personal and business accounts
- Built rapport and empathy with clients and remaining composed when faced with a difficult customer or when under pressure
- Specialised in renewing, closure or changes in breakdown covers and Car insurance
- Onboarded new clients, helped them through the process, and managed clients bank accounts, which included overseas transactions.
- Adhered to company policies when processing deposits, payments and withdrawals
- Handled other transactions such as writing cashier checks or money orders, when necessary
Passport Case Handler/ Telephone Operator
HR MAJESTY’S PASSPORT OFFICE, Glasgow (Teleperformance)
01.2022 - 09.2022
- Handled inbound customer calls, meeting campaign and account targets while effectively resolving queries and complaints.
- Ensured customer satisfaction and contributed to continuous improvement of campaigns and accounts.
- Consistently met and exceeded call handling targets and performance standards.
- Accurately recorded and managed customer data.
- Maintained a positive attitude with a strong focus on delivering high-quality customer service.
- Achieved and surpassed daily KPIs set by campaign requirements.
- Collaborated closely with team leaders to deliver efficient and effective services.
- Maintained discretion when handling sensitive customer data, ensuring confidentiality and demonstrating a high level of computer literacy.
Education
Level 1 Certificate - Digital and Contact Centre
Back to Work Training Ltd
05.2023
Digital Skills Bootcamp - Software Development
Just IT Training Ltd
10.2024
SAP Training Specialist - SAP Material Management
Wizcore Global
01.2024
International Business Management - undefined
University of East London
11.2014
Skills
- Software Development Skills: Enterprise System, Supply Chain Management, with functionalities such as Procurement, Product Lifecycle Management, Logistics, and much more
- Presentation Software: PowerPoint, Google Slides, Keynote, Tableau and Open Office impress
- Collaboration Software: Microsoft teams, Google Hangouts, Slack, Fuze, Life Size Video Conferencing
- Operation Systems Skills: Ability to use Windows, Linux, Android and IOS
- Web Technology: Software Testing, Manuel/Automation Testing, Requirement Analysis, Existing Process Review, Testing Process Design, Testing Implementation, Review of Results and Maintenance
- Core Programming Languages: HTML, CSS, JAVASCRIPT, MYSQL, Python
- Spoken Language: English, French, Lingala (spoken in DR Congo) Swahili
Timeline
Project Launch Assistant
NHS Hillingdon Trust, Band 4 Digital Department
03.2023 - 07.2023
Banking Telephone Operator/Customer Leasing Team
Lloyds Banking Group Campaign, Glasgow (Teleperformance)
09.2022 - 02.2023
Passport Case Handler/ Telephone Operator
HR MAJESTY’S PASSPORT OFFICE, Glasgow (Teleperformance)
01.2022 - 09.2022
Customer Service Representative
Lidl Supermarket Chain
10.2012 - Current
Digital Skills Bootcamp - Software Development
Just IT Training Ltd
SAP Training Specialist - SAP Material Management
Wizcore Global
International Business Management - undefined
University of East London
Level 1 Certificate - Digital and Contact Centre
Back to Work Training Ltd
References
References available upon request
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