Rachel Mumbi Mbugua
Kiambu,13
Summary
Efficient Customer Service Coordinator focused on coordinating daily operations, helping others, and responding to customer needs quickly to maximize satisfaction. Well-versed in operational standards and best practices in the Customer Service industry. Friendly, quick learner, and adaptable to working in a dynamic construction industry. Interested to learn about a diverse range of equipment solutions in the construction/mining/engineering industries.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Bank Teller
Tai Sacco Society Limted
2020.02 - 2024.02
- Handled 50+ cash and check transactions and performed other administrative duties as needed, such as report writing.
- Maintained and balanced the cash drawer daily with zero errors by accounting for assigned, received, and disbursed cash.
- Demonstrated exceptional time management, communication, and interpersonal skills.
- Performed invoice payments, journal postings, and petty cash management.
- Built and strengthened 50 customer relationships by leveraging excellent interpersonal and communication skills.
- Learned about customers' financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
Customer Service Representative
Tai Sacco Society Limited
2018.09 - 2020.01
- Resolved 10+ customer complaints and inquiries with empathy, resulting in increased loyalty and repeat business.
- Handled 10+ emails and 20 incoming calls adequately, by identifying customer needs and finding satisfactory solutions for both the customers and the company.
- Delivered exceptional customer service to 30 daily customers by leveraging extensive knowledge of products and services and creating welcoming positive experiences.
- Developed rapport with 50+ customers through active listening skills, contributing to increased sales, customer retention, and satisfaction.
- Performed data entry, photocopying, and filing, and created detailed reports outlining customer trends over time.
Operations Assistant
Tai Sacco
2017.09 - 2018.08
- Performed clerical tasks and basic accounting duties like updating journals, invoice processing, ledger entries, petty cash management, and bank reconciliations
- Assisted operations manager with planning routine operations and special projects.
- Improved customer satisfaction by promptly resolving issues and answering 20 inquiries via phone, email, and in-person interactions.
- Increased efficiency with thorough record-keeping of operational documents, including invoices, purchase orders, and customer information.
- Monitored and updated inventory levels and maintained accurate records of inventory and stock movements.
- Performed other administrative tasks as assigned.
Education
Bachelor in Business Management -
Mount Kenya University
Thika, Kenya05.2025
Diploma in Cooperative Management -
Kabete National Polytechnic
Westlands, Nairobi Province, Kenya11.2016
High School -
Karatina Girls High School
Karatina, Kenya11.2011
Skills
- Complaint Handling
- Customer Focus
- Clerical Support
- Administrative Support
- Payment Processing
- Customer Service
- Microsoft Outlook, Word, and Excel
- Meticulous attention to detail
- Sociable personality
- Relationship Building
Certification
- Drivers License - Vehicle Class B
- Customer Service - KYC
Languages
English
Fluent
Personal Information
- Date of Birth: 07/31/95
- Nationality: Kenyan
- Driving License: DL-1543185
References
Leah Muthoni Njuguna, Branch Operations Manager, Tai Sacco Society Limited, leah.njuguna@taisacco.coop, +254724577072
Timeline
Bank Teller
Tai Sacco Society Limted
2020.02 - 2024.02
Customer Service Representative
Tai Sacco Society Limited
2018.09 - 2020.01
Operations Assistant
Tai Sacco
2017.09 - 2018.08
Bachelor in Business Management -
Mount Kenya University
Diploma in Cooperative Management -
Kabete National Polytechnic
High School -
Karatina Girls High School
- Drivers License - Vehicle Class B
- Customer Service - KYC
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