Tony F. Ndefru
Auckland,Avondale
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Enthusiastic and motivated individual passionate about customer service. Team player works well both independently and within team settings to achieve goals. Skilled communicator and problem solver committed to creating positive customer experiences.
Overview
18
18
years of professional experience
Work History
Project Assistant (Planning and Control)
BLEND IT
07.2018 - 06.2020
- Completed multiple tasks simultaneously to optimize project completion.
- Handled administrative duties, filing, and errands.
- Provided assistance with preparation of project-related reports, manuscripts and presentations
- Performed work according to project schedules and established quality standards.
- Spending management.
Supermarket Operator
Supermercado Assai Atacadista
09.2016 - 03.2018
- Supply of products in the store.
- Tidy, cleaning and organization of
products and the store and the warehouse. - Customer prospecting.
- Customer service.
- Maintained knowledge of industry policies and procedures to set up and operate equipment safely.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided on-the-job training to newly hired workers and team members.
Chief Administrative Officer
FOSBES NGO (UN Accredited)
03.2013 - 04.2016
- Implemented and monitored organizational plans and developed goals and strategies to address prioritized issues.
- Control and manage data collection, reports and its distribution.
- Evaluate potential risk on the process of information and actions, and study roadmap awareness.
- Represent the organisation, attend meeting, seminars, conferences and collogues.
- Promoted collaborative and coordinated planning to achieve goals and objectives.
- Partnered with business leaders to achieve financial performance, expand clients and services and foster inclusive culture for all employees.
- Developed corrective action plans for potential areas of compliance vulnerability.
- Ensure legal and social permanence, people management and Information Systems Management.
Training and Research Manager
FOSBES NGO (UN Accredited)
02.2002 - 03.2013
- Developed relationships and communicated with clients to explain proposals, present research findings or discuss project status.
- Maintained budget guidelines, approved all expenses and submitted timely financial reports.
- Developed and implemented plans and protocols for ongoing research, special projects and testing protocols.
- Investigated, compiled and modeled information for detailed project proposals.
- Provide all communities and staff with adequate relevant training.
- Design the method of training delivery relevant to meeting the objectives of training courses.
- Coordinate all the necessary research.
- Compile and collate all documentation relevant to training delivery.
- Assess and analyze the training needs of existing communities.
- Maintain and update relevant training material related to existing issues.
- Manage staff according to the performance requirements.
- Manage Agents Attendance and payroll.
- Informing workers or staff about management policies.
- Completing routine administration, filling out forms or others.
- Structured documentation and maintaining detailed records.
HR Clerk
US Embassy Kinshasa
06.2008 - 05.2010
- Prepares diplomatic notes and letters and completes accompanying forms, or assists applicant in completing forms, to obtain visas from the Foreign Ministry for newly arrived American personnel.
- Prepare diplomatic notes and complete accompanying forms to obtain diplomatic ID cards and diplomatic privileges from the Foreign Ministry for newly arrived American personnel.
- Prepares diplomatic notes and completes accompanying forms to obtain visas for other countries embassies (Shenggen countries, third countries …) for American and LE Staff on official travel.
- Hand carries visa applications to third country embassies and responds to questions regarding applications. Also hand carries important diplomatic notes to the Ministry of Foreign Affairs.
- Take photos for visa and other purposes (ceremonies) with digital camera and stores in the computer photo gallery for easy retrieval and miscellaneous use.
- Print time cards on a weekly basis and place them on the cardboard. Monitor employees’ tardiness to work by checking individual cards and prepare bi-weekly report for supervisors.
- Manage recruitment process and strategies.
- Organize meeting with LE Staff for performance evaluation and Capacity Building.
- Perform miscellaneous supports clerical duties, such as preparing organizational charts, statistics, complex formatting tasks (for example: 300 pages translated Labor Code, LE Staff Handbook, various documents for post’s website), and designing and printing of various certificates. Assist in preparing welcome kits for TDYers.
- Perform other administrative activities as requested by the supervisor(s).
- Tactful in dealing with Foreign Ministry Officials (Diplomatic Negotiation) and the visa personnel in other embassies.
- Maintain constant contact with Embassy personnel, Foreign Ministry officials, and various embassies visa personnel in obtaining Congolese and third country visas for official Americans.
- Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
- Monitored employee attendance and performance, addressing issues in accordance with company policies and procedures.
- Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance.
- Reviewed and screened applicant resumes to identify qualified candidates.
Customer Care Team Leader and Acting Supervisor
VODACOM DRC
02.2007 - 05.2008
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Navigated multiple computer systems and applications to find information.
- Ensure the smooth running of the call centre.
- Ensure functional operating systems.
- Test working tools and processes.
- Schedule staff according to predicted operational needs.
- Implement company strategy relevant to Call Center Service level agreements.
- Continually monitor, coach, motivate, examine and evaluate the quality element of a call center team according to the business processes.
- Manage staff according to the performance requirements.
- Manage Agents Attendance and payroll.
- Informing workers or staff about management policies.
- Completing routine administration, filling out forms or others.
- Structured documentation and maintaining detailed records.
Customer Care Advisor (Consultant)
VODACOM DRC
09.2005 - 02.2007
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Navigated multiple computer systems and applications to find information.
- Answering all telephone calls within service level requirements.
- Capturing all subscriber data on the relevant and applicable systems.
- Resolving general service queries.
- Identifying customer needs and offering suitable solutions.
- Listening actively in order to handle all queries efficiently while maintaining service quality and standards.
- Escalation of customer query to relevant business part with regard to the diversity of our customer accurate and consistent application of procedures.
- Build and maintain good customer relationships.
- Acting within the constraints of company policy and procedure.
- Contributing to the objectives of the company strategies.
- Attending all training sessions…
Education
Master of Science - Mathematics And Computer Science
UPN / ISS
Kinshasa, DRC08.2004
High School Diploma -
Mont Ngafula Institute
Kinshasa, DRC08.1994
Skills
- Database Entry
- Website Updating
- Project Proposals
- Dictation and Transcription
- Strong analysis capacity, synthesis and collaboration
- Ease and adaptability
- Administrative Procedures
- Employee Timesheet Processing
- Team Support
- Confidentiality and Data Protection
- Organize Files
- Meeting Scheduling
- Travel Coordination
- Client Relationships
- Customer Relations and Communications
- Information Gathering
- Bilingual in French and English
- Clerical Support
Languages
English
Native or Bilingual
French
Native or Bilingual
Portuguese
Professional Working
Swahili
Elementary
Timeline
Project Assistant (Planning and Control)
BLEND IT
07.2018 - 06.2020
Supermarket Operator
Supermercado Assai Atacadista
09.2016 - 03.2018
Chief Administrative Officer
FOSBES NGO (UN Accredited)
03.2013 - 04.2016
HR Clerk
US Embassy Kinshasa
06.2008 - 05.2010
Customer Care Team Leader and Acting Supervisor
VODACOM DRC
02.2007 - 05.2008
Customer Care Advisor (Consultant)
VODACOM DRC
09.2005 - 02.2007
Training and Research Manager
FOSBES NGO (UN Accredited)
02.2002 - 03.2013
Master of Science - Mathematics And Computer Science
UPN / ISS
High School Diploma -
Mont Ngafula Institute
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