Summary
Overview
Work history
Education
Skills
Languages
Timeline
Intern
NICOLE MALONDA

NICOLE MALONDA

Harlow,London

Summary

I am devoted, responsible, reliable and trustworthy individual whom understands the importance of providing an exceptional customer service and adapting to each customer's individual needs and employer's needs. I am able to work unsupervised and as an active member in a team. I am competent in overcoming challenges and pressures and I meet deadlines. I take pride in my work, as I believe that anything and everything I do has to be of a very high standard. I demonstrate the ability to quickly learn new processes to meet business needs. I am motivated and passionate to deliver a natural service that exceeds customers' expectations. A service that would leave our customers feeling valued and satisfied. I believe that working is not solely ‘doing your job'. For me, it's creating a relevant and memorable difference in the company and in the lives of the customers. It's about going above and beyond for the people, offering the same service I would want for myself. It's an opportunity to showcase my skills and experiences to make a difference. I always put the company's ethos and our people at the heart of everything I do. I am one to rely on me to ensure that everyone that uses our services has the best possible experience .

Overview

22
22
years of professional experience

Work history

Team Lead

Amazon LCY2
06.2020 - Current
  • Responsible for training and individual development of colleagues, performance assessment and evaluation including communicating company's goals, safety practices and deadlines
  • Preparing rotation plans and responsible for associates' trainings and development
  • Daily reporting and overseeing Inbound quality metrics such as IOL, tickets' SLA or physical Problem Solve piles in order to foresee and escalate efficient headcount adjustments to Senior Operations during Flow Meetings
  • Helping facilitate the resolution or directly resolving problem items that cannot be received in the FC under the normal conditions of receiving
  • Responsible for monitoring and reporting Vendor Compliance issues as they arise and ensuring IAT (Inbound Andon Tracker) tickets are filed.
  • Expertly led teams of 41 to successfully achieve productivity KPIs.
  • Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
  • Expertly led teams of 41 to successfully achieve productivity KPIs.
  • Drove team to consistently exceed critical Key Performance Indicator (KPI) targets by up to 91%.
  • Reduced personnel injuries through encouraging safe behaviour in workplace.

Warehouse Associate

Amazon LCY
09.2017 - 06.2020
  • Trained as a problem solver in Inbound Staffing Solution (ISS) responsible for processing and resolving trouble tickets within the inbound department to ensure goods are checked against damages and expiration deadlines to minimize company loss
  • Inbound problem solver - fixing problems within Inbound department (Receive and TSI) by submitting new tickets and resolving troubled or irresponsive tickets
  • Minimising IOL to help prevent loss of asset
  • Troubleshooting and resolving issue and problems associated with private label vendor inventory
  • Instructor for Inbound Problem solvers - responsible for training of newly recruited problem solvers
  • Ensuring the right customer orders are picked, packed and shipped in a timely and presentable fashion to meet client needs
  • Working successfully individually or as part of a team for three years in ISS, receive, decant and ‘waterspider' (replenishment) processes.

Customer service assistant

House of Fraser Lakeside
02.2016 - 10.2017
  • The production of daily figures (reports) - Analytical and problem-solving skills
  • Cash handling when working on tills and banking when dealing with cash office at the end of shift
  • Ensuring fitting rooms were maintained to the right standards ready to be used
  • Replenishing - Ensuring stock levels were correct in densities and available for customers.

Sales Assistant

The Salvation Army
07.2013 - 09.2013

Banker

BIAC/Bank Kinshasa
11.2006 - 11.2011

Assistant General Manager

Amis Fideles Sprl
01.2001 - 09.2006

Education

Bachelor's Degree - Software Engineering

WEST MINISTER UNIVERSITY
2017

Master Degree - Economics and Banking

PROSTESTANT UNIVERSITY OF CONGO
2016

Skills

  • Business Operation Acumen
  • Analytical Thinking
  • Microsoft Word
  • Microsoft Excel
  • Data Handling & Analysis
  • Customer Service
  • General Administration
  • Attention to Detail
  • Problem Solving
  • Working Towards Targets
  • Data Protection
  • Taking initiative
  • Motivational leadership
  • Excellent communication
  • Team supervision
  • Client support
  • Employee coaching and mentorship
  • Customer relationship management
  • Process improvement
  • Team development strategies
  • Service management

Languages

English
Fluent
French
Native

Timeline

Team Lead

Amazon LCY2
06.2020 - Current

Warehouse Associate

Amazon LCY
09.2017 - 06.2020

Customer service assistant

House of Fraser Lakeside
02.2016 - 10.2017

Sales Assistant

The Salvation Army
07.2013 - 09.2013

Banker

BIAC/Bank Kinshasa
11.2006 - 11.2011

Assistant General Manager

Amis Fideles Sprl
01.2001 - 09.2006

Bachelor's Degree - Software Engineering

WEST MINISTER UNIVERSITY

Master Degree - Economics and Banking

PROSTESTANT UNIVERSITY OF CONGO
NICOLE MALONDA