Jean Marc Lukela Guhosa
London,city of London
Summary
Compassionate support professional with strong interpersonal skills, building trust and rapport across diverse populations through active listening and clear communication. Providing empathetic, need-based guidance and problem-solving to ensure individuals feel valued and understood. Background in volunteering and community involvement supports quick adaptation to changing situations.
Overview
2
2
Languages
10
10
years of professional experience
Work History
Social Worker
Vision de Douze NGo's
Lubumbashi, Democratic Republic of Congo
10.2023 - 07.2026
- Conducted comprehensive assessments of client needs to develop tailored support plans.
- Conducted individual and family interviews to assess client needs and determine appropriate interventions.
- Facilitated individual and group counselling sessions to address client concerns and create a supportive environment.
- Conducted home visits to assess living conditions and provide in-situ support.
- Advocated for client access to community resources, enhancing support systems and overall quality of life.
- Implemented safeguarding measures for vulnerable clients, reducing risks of harm.
- Investigated alleged or suspected cases of abuse and neglect and organised responses to protect at-risk persons.
- Prepared detailed reports and case notes, ensuring accurate documentation of client interactions.
- Organised community events to raise awareness about social issues affecting clients.
Multi Drop Delivery Driver
Trueline
London, City of London
06.2020 - 09.2023
- Delivered goods to customers' premises within set timeframes, maintaining high levels of punctuality and reliability.
- Managed delivery schedules efficiently, adjusting routes to meet urgent delivery requirements.
- Adapted to changing delivery schedules and routes with resilience, maintaining high performance levels.
- Maintained excellent customer and community satisfaction by delivering polite, friendly and helpful service.
- Developed strong relationships with regular customers, enhancing loyalty and service satisfaction.
- Built strong relationships with regular customers, fostering loyalty and positive feedback for the company.
- Ensured safe handling of merchandise to prevent damage during delivery. to provide safe delivery.
- Loaded and unloaded parcels with care, ensuring goods were securely transported and undamaged.
- Processed returns and exchanges at the point of delivery, following company policies and procedures.
- Maintained accurate records of deliveries, collections, and mileage for reporting purposes.
- Provided exceptional customer service, addressing queries and concerns with professionalism and patience.
- Completed daily pre-departure inspection checklist before every shift.
- Inspected vehicle's fluid levels regularly to ensure optimal performance. and tyre pressure, promptly scheduling any required repairs.
- Reported all vehicle defects and maintenance requirements via daily check sheet.
- Drove motor vehicles safely and in line with UK Highway Code.
- Drove motor vehicle responsibly, adhering to all traffic regulations. safely and in line with UK highway code.
- Supported customers with special needs following company guidelines.
Customer Assistant
Tesco Extra
London , City of London
03.2016 - 05.2017
- Resolved customer service enquiries efficiently, enhancing customer satisfaction.
- Processed customer returns, refunds, and exchanges at customer service desk, ensuring a smooth customer experience.
- Replenished items and organised displays to keep stock looking professional.
- Managed stock tasks, including inventory checks and replenishing shelves, to ensure product availability and support sales.
- Coordinated with logistics and supply chain teams to track deliveries and resolve any discrepancies, minimising delays and customer dissatisfaction.
- Maintained neatness of shelves through regular organisation, clean and organised through visual merchandising.
- Built displays of items for special promotions and updated signs with correct pricing.
- Observed and reported on competitor activities and customer trends, providing valuable insights for strategic planning.
Education
NVQ Level 2 - Level 2 Food Hygiene
The CPD Certification Service
London, ENG01-2013
Certificate of Higher Education - Principals of Customer Service
WolrdHost
London01-2012
NVQ Level 2 - Partnership retail Training Programme
Tesco Regeneration Partnership
London, ENG01-2012
NVQ Level 1 - Numbers Direct Handling Data
Learning Direct
London, ENG01-2006
Diploma of Higher Education - Christian Ministry
International Bible Institut of London
London, ENG01-2005
Certificate of Higher Education - international business Study
University of East London
City of london01-2004
Skills
- Client assessment techniques
- Complaint resolution
- Complaint management
- Customer relationship management
- Exceptional service
- Customer Service
- Satisfaction improvement
- Team collaboration
- Problem solving
- Problem solving
- Communication excellence
- Time management
- Client assessment techniques
Languages
French
Advanced
C1
English
Upper Intermediate
B2
Timeline
Social Worker
Vision de Douze NGo's
10.2023 - 07.2026
Multi Drop Delivery Driver
Trueline
06.2020 - 09.2023
Customer Assistant
Tesco Extra
03.2016 - 05.2017
NVQ Level 2 - Level 2 Food Hygiene
The CPD Certification Service
Certificate of Higher Education - Principals of Customer Service
WolrdHost
NVQ Level 2 - Partnership retail Training Programme
Tesco Regeneration Partnership
NVQ Level 1 - Numbers Direct Handling Data
Learning Direct
Diploma of Higher Education - Christian Ministry
International Bible Institut of London
Certificate of Higher Education - international business Study
University of East London