Emanuel Grace Mkoola
Arklow
Summary
Attentive administrative team member organised in managing enquiries and documents. Prompt in handling communications and developing resolutions for diverse concerns. Thorough and detail-oriented in following procedures.
Professional with strong background in operations management and leadership. Skilled in optimizing processes, enhancing productivity, and driving team collaboration to meet organizational goals. Adept at adapting to changing business needs and ensuring consistent performance. Reliable, results-focused, and proficient in strategic planning, problem-solving, and team development.
Overview
9
9
years of professional experience
Work History
Operations Team Leader
Airside Transport Services/ National Express
04.2024 - Current
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Proactively identified potential risks or obstacles, developing contingency plans to minimize disruptions to operations.
- Improved team efficiency and productivity by restructuring workflow and managing assignments.
- Helped set and manage objectives for quality, productivity and compliance.
Customer Assistant
Tesco ireland Ltd
04.2023 - 04.2024
- Maintained sales floor stock levels through consistent monitoring and regular replenishments.
- Managed customer complaints with prompt, mutually beneficial resolutions.
- Carried out regular quality checks to ensure displayed products were in good, saleable condition.
- Transferred customer calls to respective department or personnel to address specific issues.
Senior Customer Service Representative
BGFI Bank
12.2018 - 10.2019
- Organised workload to deliver prompt and exemplary service to all customers.
- Improved customer experience, employing effective communication and empathetic listening skills to address customer concerns.
- Ensured effective issue resolution process, escalating complex complaints to management.
- Optimised quality of work by ensuring correct balance between customer service and adherence to company policies and procedures.
- Prioritised and analysed complex cases effectively to achieve efficient resolution.
Supervisor Leader
Total Energy S.A
11.2018 - 10.2019
- Managed daily planning of workplace operations, clearly communicating targets to staff for smooth, efficient task delivery.
- Led by example to maintain team motivation, ensuring daily tasks were performed accurately and efficiently.
- Held daily meetings to ensure consistent communication and team motivation towards productivity goals.
- Demonstrated ability to assess risk and respond to issues appropriately, eliminating workplace accidents and incidents.
- Maintained documents and records to comply with internal policies and external regulations.
- Offered instruction, coaching and motivation for enhanced team morale.
- Managed staff rotas, planning workloads effectively and strategically.
- Identified operational problems and proposed solutions to management, improving service efficiency.
Assistant Manager of Business Development
TOtal Energy S.A ( France company)
09.2015 - 11.2018
- Maintained client records in bespoke CRM systems, ensuring streamlined data processes for maximum efficiency.
- Collaborated with cross-company departments, developing new strategies to capitalise on emerging customer trends.
- Applied stakeholder management expertise to serve as primary interface between business and clients.
- Aligned team activities towards ambitious growth plans to achieve impressive, lasting results.
- Influenced key decision-making and established trust with stakeholders.
- Grew engagement, interaction and reputation through multi-platform campaigns for outstanding levels of client satisfaction.
HR Generalist
CES Ldt ( Congo Environmental Services)
06.2016 - 10.2017
- Oversaw compensation and benefits, including health, wellbeing and cycle to work schemes.
- Confidently influenced recruitment and budget planning at senior level through data-driven decision making.
- Reviewed and continuously improved internal HR processes.
- Developed and implemented HR policies, including diversity and inclusion improvements.
- Generated employee development plans and monitored performance of newly-hired staff.
- Supported development and execution of programmes, policies and procedures to align with vision of company.
- Managed HR calendar to deliver optimum performance management and training schedule.
- Managed compliance of compensation and benefit documentation of employees.
Education
GCSE - Mathematics
Lancaster and Morecambe college
09.2021
Bachelor of economics - Economy and Finance
University of Marien NGouabi
09.2018
Bachelor of Business Administration - Management of human resources
International institute of management
07.2017
Skills
- Queue management
- Transaction processing
- Customer experience
- Excel proficiency
- Integrative negotiation
- Keen problem solver
Languages
French
Native
English
Advanced
C1
Personal Information
Name & contact
Timeline
Operations Team Leader
Airside Transport Services/ National Express
04.2024 - Current
Customer Assistant
Tesco ireland Ltd
04.2023 - 04.2024
Senior Customer Service Representative
BGFI Bank
12.2018 - 10.2019
Supervisor Leader
Total Energy S.A
11.2018 - 10.2019
HR Generalist
CES Ldt ( Congo Environmental Services)
06.2016 - 10.2017
Assistant Manager of Business Development
TOtal Energy S.A ( France company)
09.2015 - 11.2018
Bachelor of economics - Economy and Finance
University of Marien NGouabi
Bachelor of Business Administration - Management of human resources
International institute of management
GCSE - Mathematics
Lancaster and Morecambe college
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