Valarie Chikhulo
Criminologist
Naitiri
Summary
Dedicated and results driven security professional with experience in Control room Operation, Data Analysis, Probation, Customer Care and Security roles. Expert in performing customer service remotely, responding to client queries, building relationships with customers, resolving customers issues, building positive company image, and notifying customer of promotions and discounts. I am looking for a position that will utilize my exemplary experience and skills towards business growth.
Overview
7
7
years of professional experience
Work History
CONTROLLER
SGA
02.2024 - Current
- Incident data analysis using Cyber Incident Investigation Management System
- Incident management across all departments, Response, Guarding and Tracking
- Report writing
- Perform daily control room tasks with high integrity and efficiency
- Respond promptly to radio checks and keep accurate records of all communication
- Monitor company vehicles and cargo trucks using a Tracking software
- Handle any alarm activations and keep accurate records
- Monitor the external security situation and provide the best routes and road status to company drivers
- Identify and recommend changes to improve security operations
- CCTV monitoring
- Perform daily switchboard tasks with efficiency
- Supervising control room and switchboard operations
- Planning and organizing daily/shift routines
CUSTOMER CARE AGENT
Branded Communication Agency Ltd Safaricom Dealer
01.2022 - 01.2024
- Handling customer inquiries at the care desk
- Managing and resolving customer complaints
- Providing customers with product and service information by clearly explaining procedures, answering questions and providing information
- Identifying and escalating priority issues and following up customer concerns
- Documenting all customer interaction information according to standard operating procedures
- Maintaining and improving quality of results by adhering to standards and guidelines and recommending improved procedures
- Maintaining positive business and customer relationships through calls
- Making information readily available to clients on company’s products
- Demonstrating products and services as deemed necessary by clients and management
- Developing strategies to gain customers and retain them based on warranties or guarantees
- Monitoring and analyzed customer service calls to identify areas for improvement and implemented new strategies resulting in a 25% reduction in customer complaints
- Developing and implementing new policies and procedures to improve customer service and increase efficiency
- Conducting regular performance reviews and providing feedback to team members, resulting in a motivated and productive team
- Creating and implementing new training programs for new hires, resulting in a 20% decrease in onboarding time
- Maintaining detailed records of customer interactions, providing regular feedback to management to improve service delivery
CCTV OPERATOR
Branded Communication Agency Ltd
01.2020 - 12.2021
- Reported to the management any occurrence of incidents
- Provided the management with footage of any incidents when needed
- Advised the concerned person on branch level what to do if there is an incident endangering them or the products
- Provided the company with monthly reports
- Tracked moving assets in and out of the company
- Ensured employees stick to their work as scheduled by the company
- Ensured that sales agents keep time in the market and came back to the office within the time stipulated by the company
- Ensured all guards reported to company premises on time, followed the right procedure while handing over, carried out their duties as required by the company and remained at their workstations throughout their shifts
- Ensured that all the cameras are online
PROBATION OFFICE
01.2019 - 04.2019
- Conducted social enquiries on offenders at homes and the community
- Participated in reintegration of offenders into the community
- Ensured guidance and counseling of non-custodial offenders
- Interviewed suspects and offenders at the prison and cells at the court and police station
- Prepared probation order and community service order reports
- Noted cases at the court that were to be handled with the probation office
- Attended court hearings at the high court
- Prevented crime through involving all the stakeholders of the criminal justice system
SECURITY DEPARTMENT
Branded Communication Agency Limited
03.2018 - 08.2018
- Dealt with fraudulent cases
- Managed reporting time for employees
- Ensured alarms and panic buttons were installed
- Ensured there is always a security guard at all the entrances and exits
- Ensured all lighting systems were good and working
- Ensured safety of employees and managing absenteeism
- Acted as a team leader to sales agents
Education
BACHELOR OF ARTS - PENOLOGY AND SECURITY STUDIES
Moi University
KENYA CERTIFICATE OF SECONDARY EDUCATION - undefined
Bunyore Girls High School
Skills
MS Office Suite
Communication
Data analysis
Compliance
Inventory keeping
Organization
Record management
Court hearings
Guidance and counselling
Crime prevention
CCTV operation
Alarms/ Radios operation
Incident management
Team management
Computer
Customer Relationship Management
Leadership
Customer Service
Planning and Coordination
Teambuilding
Safety
Problem-solving
Accomplishments
- Increased sales by 100% by surpassing the target put for customer interactions.
- Resolved 95% of customer complaints within 24 hours, boosting satisfaction ratings by 20%.
- Acknowledged by leadership for providing the best customer service.
- Managed a team of 15 to deliver services on time and correctly.
- Introduced solutions that had long-term benefits.
Timeline
CONTROLLER
SGA
02.2024 - Current
CUSTOMER CARE AGENT
Branded Communication Agency Ltd Safaricom Dealer
01.2022 - 01.2024
CCTV OPERATOR
Branded Communication Agency Ltd
01.2020 - 12.2021
PROBATION OFFICE
01.2019 - 04.2019
SECURITY DEPARTMENT
Branded Communication Agency Limited
03.2018 - 08.2018
BACHELOR OF ARTS - PENOLOGY AND SECURITY STUDIES
Moi University
KENYA CERTIFICATE OF SECONDARY EDUCATION - undefined
Bunyore Girls High School