Alice Syokau David
Client Relationship officer
Nairobi
Summary
Dedicated Client Relationship officer with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results; brings top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
TalkRemit Limited
Nairobi, Kenya
12.2023 - Current
- Resolved customer inquiries through multiple channels, ensuring prompt and effective communication.
- Collaborated with team members to streamline workflow and enhance service delivery efficiency.
- Conducted follow-up calls to gather feedback, enhancing overall customer experience and retention rates.
- Managed escalated issues, providing solutions that aligned with company policies and client needs.
- Implemented process improvements that reduced response time for customer queries significantly.
CUSTOMER SERVICE SPECIALIST
Sendwave Limited
11.2021 - 05.2023
- Providing App assistance and troubleshooting for clients
- Helping customers submit identification documents to fulfill compliance and regulatory requirements
- Ensuring customers are sending funds to legitimate counter-parties
- Helping customers to complete their first transactions
- Providing up to date remittance status of delivery to customers
- Helping existing customers with requests to raise sending limits
- Preventing fraud through various methods of verification
- Assisting customers to confirm transactions
- Contacting partners about remittance delivery status & reversal inquiries
- Updating customers email/phone number.
CUSTOMER SERVICE SPECIALIST
Reborn Automobiles Limited
04.2020 - 11.2020
- Dealt directly with customers either face to face, by telephone or electronically
- Responded promptly to customer inquiries
- Handled and resolved customer complaints
- Obtain and evaluate all relevant information to handle product and service inquiries
- Coordinate, maintain prompt communication with internal departments
- Follow up on customer interactions
- Direct requests and unresolved issues to the designated resource.
CUSTOMER SERVICE SPECIALIST
Aga Khan Nursery
07.2019 - 12.2019
- Served as primary contact for school-related inquiries, including delegation, strategic planning, conflict resolution, employee relations, teamwork skills, verbal and written communication skills.
CUSTOMER SERVICE SPECIALIST
Optimum Registrars
07.2017 - 10.2017
- Responded to telephone enquiries, recorded messages, typed up required correspondence, took meetings' minutes and carried out general photocopying duties
- Attended meetings to provide administrative support to the managing director
- Utilized payment systems and department purchasing procedures to process petty cash administration
- Followed up on both internal and external enquiries from colleagues, service users and other agencies, all while ensuring the provision of a high standard of customer care.
RECEPTIONIST
Aga Khan Academy
05.2017 - 07.2017
- Applied exceptional levels of customer service when meeting and greeting visitors upon arrival, ensuring the achievement of a lasting impression
- Responded to telephone and email enquiries and ensured the provision of exceptional customer service
- Confirmed and facilitated parents' appointments, and made necessary amendments to daily schedules
- Provided a reliable photocopying and printing service for the client including the binding of documents.
ACCOUNTS ASSISTANT
Institute of Energy Studies and Research
01.2016 - 04.2016
- Monitoring daily communications and answering any queries
- Ensuring payments, amounts and records are correct
- Invoice processing and filing
- Bank reconciliation.
MERCHANDISER/ MARKETER
Nation Media Group
06.2013 - 06.2014
Education
BACHELOR OF ECONOMICS AND FINANCE -
Kenyatta University
07.2016
KENYA CERTIFICATE OF SECONDARY EDUCATION -
State House Girls' High School
11.2009
Languages
English
Advanced (C1)
Swahili
Advanced (C1)
References
Onesmus Nyilu, IT manager, Aga Khan Education Service, Kenya, +254 720 065 199, onyilu@yahoo.com
Jackson Waweru, Head of Department, Institute of Energy Studies (KPLC), 0722 877 974, njau6527@gmail.com
Yvonne Adjei Mensa, Ex manager, Sendwave, +1 (289) 931 -8181, yunimelove@gmail.com
Training
Certified Public Accountant, Section III, 05/01/18
Strategic Planning and Management, 03/01/17
Quick Books, 04/01/14
Timeline
Customer Service Representative
TalkRemit Limited
12.2023 - Current
CUSTOMER SERVICE SPECIALIST
Sendwave Limited
11.2021 - 05.2023
CUSTOMER SERVICE SPECIALIST
Reborn Automobiles Limited
04.2020 - 11.2020
CUSTOMER SERVICE SPECIALIST
Aga Khan Nursery
07.2019 - 12.2019
CUSTOMER SERVICE SPECIALIST
Optimum Registrars
07.2017 - 10.2017
RECEPTIONIST
Aga Khan Academy
05.2017 - 07.2017
ACCOUNTS ASSISTANT
Institute of Energy Studies and Research
01.2016 - 04.2016
MERCHANDISER/ MARKETER
Nation Media Group
06.2013 - 06.2014
BACHELOR OF ECONOMICS AND FINANCE -
Kenyatta University
KENYA CERTIFICATE OF SECONDARY EDUCATION -
State House Girls' High School