Summary
Overview
Work History
Education
Skills
Interests
Timeline
Generic

Pauline Ocharo

City of London,LND

Summary

Career Objective and personal profile

A self-motivated and ambitious individual with multifaceted skills in Customer Services and Management, currently seeking opportunities where skills and knowledge can be shared and enriched. I am passionate about creating a positive difference in people's lives, which provides the basis to exceed expectations through a dedicated work ethic consistently. Strong team leader dedicated to self-development by ensuring consistent best practices and completing tasks satisfactorily, motivated to improve service and contribute to overall organisational success. The passion for working with diverse people allows for building professional relationships with clients to achieve creative visions and drive organisational goals.

Overview

2
2
years of professional experience
10
10
years of post-secondary education
1
1
Language

Work History

Telephone Interviewer

IFF Research
09.2021 - 07.2023
  • Engaged with university graduates, businesses and members of public about ongoing projects and research on behalf of government
  • Handling tenant complaints and guiding them to most suitable resources
  • Managed over 60 calls per day
  • Contact customers using different software and attend to their queries.
  • Resolve and think critically when issues which don't usually happen arise.
  • Attentively listen and note down correct information received from customers.
  • Probing respondents when insufficient information on specific questions is given so more detail can be received to reach reliable conclusions.
  • Having strong attention to detail, politely speaking to respondents and being patient when there are language barriers
  • Reassuring customers and building relationships with them for them to have confidence about use of information given
  • Respecting respondents' decisions when refusing to run through questionnaires
    keeping polite, welcoming tone to allow for building good relationships with customers
  • Excellent knowledge of the use of software such as Webex and VM Horizon
  • Book appointments for respondents when there's no response from them
    Skills developed:
    Attentiveness, Emotional intelligence, Ability to communicate with customers from diverse backgrounds, Problem-solving skills, Products and services, Knowledge and patience, time management //

Team leader

IFF RESEARCH
08.2023
  • Guiding a group of interviewers during shifts and ensuring targets are met
  • Maintaining a warm, professional tone when communicating
  • Setting up team meetings promptly to ensure the smooth running of shifts
  • Effectively handle conflict and ensure a positive work environment is created and maintained
  • Lead a team of 15 people each day working on different projects
  • Answer interviewer queries at the first point of contact
  • Developing strong knowledge of the projects and making sure questions from team members can be answered with ease
  • Using Excel to provide statistics on performance promptly
  • Consistently updating managers on the team's progresses, challenges and achievements
  • Assessing the performance through regular evaluation of the statistics and providing feedback accordingly by applauding achievements and addressing areas that need improvement.

Education

Sevenkings Highschool
09.2013 - 05.2021

Law With Business

The University of LAw
09.2021 - Current

Skills

Relationship-building

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Interests

I have a range of hobbies that enrich both my mind and body The dynamic and strategic nature of tennis allows me to stay physically active while honing my skills on the court Writing is one of my creative outlets, which enables me to share my experiences and help others I'm an aspiring author whose aim is to publish a book this year I explore the complexities of societies and cultures by doing extensive research on human geography, which broadens my knowledge and feeds my curiosity All these hobbies collectively contribute to a well-rounded and fulfilling lifestyle, allowing me to engage with life's physical and intellectual dimensions

Timeline

Team leader

IFF RESEARCH
08.2023

Telephone Interviewer

IFF Research
09.2021 - 07.2023

Law With Business

The University of LAw
09.2021 - Current

Sevenkings Highschool
09.2013 - 05.2021

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Pauline Ocharo