1. To whom it may concern,
I wish to put myself forward for the role being advertised after reading and researching the role I am
confident that I meet the criteria that you are looking for.
First let me tell you about myself. My name is Samson M'ithinji. I'm a recent graduate with a degree
and who is willing to take on new and exciting opportunities and who is a good communicator on any
platform be it physical or virtual, I'm a quick learner of new ideas concepts and processes and will
not shy from being thrown in the deep end.
I have worked in various call centres and was part of the Oyster card helpline during the Olympics.
In that time I had to take on more work than usual and had to be aware of 5 additional databases on
top of the 7 that I was using already. I was also working on behalf of CPP via their business partner
Xchanging in the call centre dealing with mobile phone insureance. This experience I believe gives
me the ability to take on and use new systems quickly and efficiently.
I'm a very good team player and will be able to form relationships with both collegues and clients
and I'm more than happy to go the extra mile to mark sure that customers are satisfied with the
service I can provide. If the role requires me to be discreet about any kind of infomation then allow
me to state that anything said to me in confidence will be treated with abosolute disscrection.
I hope to hear you're response in the near future and look forward to being part of your already
successful team
Kind regards
Samson M'ithinji
P.S I have recently changed my mobile number, it is now 07453302907
SAMSONKITHINJIMWENDAM’ITHINJI
29FriarsViewAylesfordME207JQ+44(0)7453302907Samsonkmwendam@hotmail.co.uk

2. P ERSONAL STATEMENT
I am an anmbitious graduate with excellent communication and analytical skills who is a strong team-
player with excellent presentation, organisational and time management skills looking to join and play a
key role in a performance-driven and fast-paced company that offers long-term career prospects. I have
proven experience handling sensitive and confidential data according to company polices. As well as being
able to resolve problems quickly and mking sure that all parties are fully satisfed
One of my biggest strentghts is that I am a very quick and eager learner with the ability to learn new
systems and protocols quickly and efficiently perticualrly IT based systems and will tend to make sure that I
can use any new systems with a high level of competence
During my times in various customer service roles I worked with a customer-centric view point where I
developed a strong ability to influence, negotiate and build rapport to acquire, convert and retain
client/customer value.
EDUCATION
Kingston University - Penrhyn Road Surrey London KT1 2EE
September 2008- June 2011
• Bsc (Hons)- International Relations and Sociology – 2.2
Oxford and Cherwell Valley Collage- Broughton Road Banbury OXON OX16 8QA
September 2006 – June 2008
• BTEC National Diploma, Media (moving image)- Merit, Merit, Pass
EXPERIENCE
AXA-Claims Handler
January 2015- December 2015
 Handle motor vehicle claims from inception to final settlement
 Intially worked in the First Notification of Loss team where I logged new claims from policyholders
or third parties
 Ensured details were logged accutarely and had as much detail as possible
 Reassured customers that we would take care of their claim and get their vehicle back on the road
 Moved into the recovery department 4 months later
 My role now is to chase outstanding outlays
 Update policyholders on the progress of their claim
 Contact third party insurers and see if they are aware of claim.
 Investigate claims where there are indemnity issues and rectify if possible.
The View From The Shard - Refund Administrator.
October 2014-October 2014
• Quickly learnt the systems in place
• Administered refunds
• Ensured that customers were made aware of refund
• Ensured accuracy of data entry and records

3. Transport for London –Medical Administrator
Occupational Health
March 2014-October 2014
• Quickly and efficiently identity current and past employees
• Arrange current medical files in chronological order
• Ensure that past employees files are prepared for long term storage
• Ensure high level of accuracy
• Manage extremely personal data
• Ensure that files are stored in accordance with Transport for London polices and procedures
• Assist managers in general admin duties
Sumo Creative
135 Masons Hill, Bromley, Kent BR2 9HT
November 2013- February 2014
Business support/Headhunter
My duties in this company were to find the best possible candidates for some of the leading media agencies.
Working within the performance media and content industry I engaged with potential candidates and place
them in the best role within the advertising and marketing industry.
In this capacity I was responsible for:
• Actively finding potential candidates who fit the criteria
• Investigating the candidates situation and reason to leave employment
• Liaising with the client in regards to arranging interviews and candidate status.
• Keeping the database tidy and up to date
• Actively research industry related news and keep abreast of the field
Self Employed
29 Friars View Aylesford ME20 7JQ
March 2013- September 2013
Family business importing produce
This was a small venture that myself and family were involved in order to understand how the fruit and
vegetables we see everyday come into the UK and the processes it takes to import.
Responsible for:
• Placing orders
• Customs Clearance
• Business to business selling
• Sales target control
• Business development
• working to a very tight deadline (on-time deliveries)
Claims Handler. Xchanging Ltd
Walter Burke Way Chatham Maritime ME4 4RQ
November 2012-January 2013

4. During my time at Xchanging I was in the claims department, handling calls from claimants and making the
decision whether or not to accept and process the claim.
As a Claim Handler my responsibilities were:
• answering customer queries
• Asking appropriate questions in regards to the circumstances of the claim
• Ensure that the notes taken were accurate and customer profiles were up to date
• Making sure that the customer was informed about the policy, process and the terms and conditions
when they were making a claim.
Agency work- Step Ahead
75 Farringdon Rd London EC1M 3JY
Feb 2012-Oct 2012
Pearson LTD(Examination Board)
Customer Service Advisor
February 2012- March 2012
I was on the student helpline for all of EDXCEL’s exams catering for the GCSE and A-level queries that
students and parents had making sure that they were informed of all the policies that the exam board
operated by regarding their query.
Duties:
• Operating data base using CRM, outlook and IQS
• Customer Service
• Administration work
• Online enquires
Transport For London March 2012- October 2012
Customer Service Executive.
• To provide a world class contact centre handling communications, by telephone, by email, in writing
and in person.
• To ensure that customer correspondence, telephone calls, emails and refund claims are dealt with in
line with the Oyster card Contact Centre vision for the customer experience and exceed customer
expectations and build relationships with agencies associated with Oyster
• Provide accurate and relevant information promptly and completely and in an impartial and positive
manner.
• Identify, check and acknowledge customer’s perceptions of any disruptions.
• Identify and re-route any requests for information outside the jobholders’ responsibility. Give
contact numbers, addresses etc. wherever possible.
• Give only disclosable information.
• Ensure that information is given to and drawn from the customer in order to fully meet the
customer’s needs – within an acceptable time scale.
• Listen and use sensitive questioning to accurately gauge the customer’s feelings and needs.
• Ensure that regular contact is kept with the customer throughout the call (i.e. explain and apologize
for any likely delay in finding the information needed).
• Identify and accurately describe the features, benefits and advantages of services to the customer,
using judgement and knowledge gained within the call centre.
• Seek assistance from the Team Leader if in any doubt over information needed by the customer.

5. • Offer alternatives and options where information does not meet the customers’ needs.
• Recognize and use any opportunity to promote other services offered by Oyster Information Service
(e.g. promote Auto Top Up, Journey History Statements, Oyster Website facilities offered by TfL Contact
Centres, offer to send free printed information to customers etc.).
• Deal with public comments effectively.