Agnes Kinyua
Customer Service Agent
Summary
A dedicated and detail-oriented professional with a strong background in customer service and security management. Proven expertise in escalation management and problem-solving, honed across roles including a significant position at Poa! Internet. Demonstrated ability to enhance customer satisfaction and loyalty through effective conflict resolution and assertiveness. Increased issue resolution rate significantly, showcasing a blend of technical proficiency in Microsoft Office and exceptional customer relationship management skills. Adept at developing and implementing effective protocols, training personnel, and ensuring compliance with regulations. Committed to delivering high-quality service and achieving organizational goals
Overview
5
5
years of professional experience
Work History
Customer Care Agent
POA! Internet
09.2022 - Current
- Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
- Managed high call volume while maintaining exceptional service quality for all customers.
- Handled escalated calls professionally, mitigating potential complaints and securing continued business from clients.
- Adhered strictly to data protection guidelines, ensuring that the confidential information of customers was treated with utmost respect and diligence throughout all interactions.
- Increased issue resolution rate through continuous training and performance evaluation.
- Implemented proactive outreach efforts for at-risk customers, resulting in decreased account cancellations.
- Collaborated with cross-functional teams to identify and address recurring customer concerns.
Security Guard Supervisor
Hatari Security Services
07.2021 - 08.2022
- Streamlined communication with team members for improved incident response times and overall efficiency.
- Maintained accurate records of all incidents, daily logs, and personnel files in compliance with industry standards.
- Ensured compliance with safety regulations through regular inspections, assessments, and updates to company policies.
- Conducted thorough investigations into security breaches or incidents, identifying root causes and implementing corrective actions.
- Managed scheduling for security guard shifts, optimizing coverage while minimizing overtime costs.
- Implemented emergency evacuation drills periodically to familiarize staff with procedures and improve overall preparedness for critical situations.
- Delivered high-quality customer service when interacting with clients, visitors, or employees requiring assistance from the security department.
Customer Service Intern
Nakuru Central Police Station
08.2019 - 11.2019
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Participated in training sessions focused on product knowledge and communication strategies to enhance service quality.
- Maintained accurate records of customer interactions, improving overall data management.
- Managed high-stress situations with professionalism, maintaining composure under pressure.
- Increased first-contact resolution rate by effectively utilizing resources available within the organization.
Education
Diploma - Criminology And Security Studies
Laikipia University
Nyahururu, Laikipia, Kenya 04.2001 -
Kenya Certificate of Secondary School -
Gatero Girls High School
Nyahururu, Laikipia, Kenya 04.2001 -
Skills
Escalation management
Call center experience
Live chat support
Assertiveness
Customer Relationship Management
Problem-solving abilities
Conflict Resolution
Microsoft Office
Hobbies
- Volunteering
- Reading
- Travelling
Timeline
Customer Care Agent
POA! Internet
09.2022 - Current
Security Guard Supervisor
Hatari Security Services
07.2021 - 08.2022
Customer Service Intern
Nakuru Central Police Station
08.2019 - 11.2019
Diploma - Criminology And Security Studies
Laikipia University
04.2001 -
Kenya Certificate of Secondary School -
Gatero Girls High School
04.2001 -
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