Angela Kithinji
Customer Service Executive.
Karen,Nairobi county
Summary
Trustworthy and organized professional experienced in providing support for a variety of administrative functions. Progressive thinker with tremendous interpersonal communication and a proven history as a trusted consultant, liaison, and assistant with a commitment to integrity, quality and performance excellence. Dynamic personality captures client confidence, instills comfort, and generates repeat and referral business. Natural ability to cultivate an environment that promotes team work and generates high levels of employee morale.
Overview
6
6
years of professional experience
7
7
years of post-secondary education
Work History
Customer Experience Agent
Kenya Commercial Bank(KCB)
Nairobi, Kenya
12.2021 - Current
- Oversee and coordinate operations activities ensuring service excellence and customer satisfaction while ensuring compliance with internal SOPs and Government's statutory regulations.
- Liaise closely with execution team to drive business performance of products to maximize P & L results and develop business on a short and long-term perspective
- Maintain close contact with assigned key clients and respond to any queries arising in service delivery and which assisted in increasing business revenue by 30%
- Drive team's operations by planning duties with field team and other functions as when field jobs arise
- Keep track of the P&L of all jobs handled to ensure we remain as profitable as per commercial SLI
- Actively participated in team meetings, sharing ideas and suggestions for process improvements that enhanced service quality and efficiency
- Sought ways to improve processes and services provided
- Identified trends in customer feedback, providing valuable insights for continuous improvement initiatives.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base, which led to increase of 40% in our customer base.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
- Trained new personnel regarding company operations, policies and services.
- Developed strong relationships with clients, leading to increased loyalty and repeat business. A process that gave us competitive advantage in the banking industry.
- Conducted proactive follow-up calls to ensure complete resolution of customer issues and concerns
Front Office & Administration
Bush Air Safaris
Nairobi, Kenya
01.2021 - 08.2021
- Responsible for front desk duties, record keeping and reporting, customer relations, basic bookkeeping and filing, and all other office administrative duties
- Maintained detailed administrative and procedural processes that reduced redundancy and improved accuracy and efficiency to achieve organizational objectives
- Followed up on all utility bills and sent them to relevant departments before due date
- Positively represented Bush Air Safaris through polite and friendly interactions with visitors
- Answered customer's questions and addressed problems and complaints and provided accurate and appropriate information in response to customer queries
- Solidified client relationships and generated exceptional levels of client satisfaction with key accounts through diligent attention to detail
- Answered telephones and gave information to callers, took messages or transferred calls to appropriate individuals
- Assisted HR manager by maintaining personnel files for job applicants as well as active and terminated employees
- Completed bi-weekly payroll for over 15 employees
- Conducted ongoing reviews of program financial systems to assess cost control measures
- Assisted in preparation and processing of payroll to facilitate prompt staff payments.
- Organized spaces, materials and catering support for internal and client-focused meetings
Customer Care / Receptionist
Southcape Solutions Limited
Nairobi, Kenya
01.2019 - 01.2020
- Responsible for ensuring that visitors and clients are received excellently and professionally and that all reception areas operate high-quality service at all times
- Responded promptly to customer inquiries in person or via Answer, screen, and forward telephone calls, SMS, letters, social media, and emails
- Organized, sorted, distributed mails, maintained office machineries and dispatched them to respective departments
- Scheduled meetings and travel for executives, as well as appointments for customers
- Assisted management in identifying, establishing, improving, and maintaining administrative processes
- Operated, maintained, and ensured security of record-keeping systems and software
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory
- Handled cash transactions and maintained sales and payments records accurately.
Accounts Control / Claims Assistant
Endeavors Insurance Agency
Nairobi, Kenya
08.2018 - 12.2018
- Responsible for assisting with insurance claims for clients and settling claims matters accurately and fairly based on company's guidelines
- Screened incoming correspondence, claims investigative reports, and supporting documentation submitted with claims to ensure completeness
- Initiated correspondence, drafted and typed correspondence into final format letters, and memoranda per established standards
- Identified and rectified discrepancies in file documentation, including missing information required to properly initiate claim and input information into claim database
- Performed various administrative duties such as answering phones, sending and receiving faxes, photocopying, monitoring supplies, answering general questions, and referring questions to appropriate staff
- Maintained and tracked checks received in payment of claims which increased revenue by 29%
- Verified client information by analyzing existing evidence on file.
- Analyzed and addressed escalated claims to resolve issues quickly.
Education
Bachelor in Development Studies - Development Studies
Catholic University of Eastern Africa
Nairobi, Kenya 02.2017 - 07.2020
Diploma in Library & Information Science -
Catholic University of Eastern Africa
Nairobi, Kenya 02.2013 - 01.2016
Certificate in Library & Information Science -
Catholic University of Eastern Africa
Nairobi, Kenya 01.2014 - 01.2015
Skills
Record-Keeping / Reporting
undefinedTelephone
0711 366 211, 0777 366 210
References
- Ruqayyah Munanie, Assistant Accountable Manager, Bush Air Safaris, 0745 382 662
- Velma Anjichi, Human Resource Manager, Southcape Solutions Ltd, 0714 712 113
- Betty Njoka, Team Leader/Manager, KCB BANK LTD, 0710 354868
- Mercy Mukoya, Office Assistant, African Organization for Standardization (ARSO), 0711 175 646
Timeline
Customer Experience Agent
Kenya Commercial Bank(KCB)
12.2021 - Current
Front Office & Administration
Bush Air Safaris
01.2021 - 08.2021
Customer Care / Receptionist
Southcape Solutions Limited
01.2019 - 01.2020
Accounts Control / Claims Assistant
Endeavors Insurance Agency
08.2018 - 12.2018
Bachelor in Development Studies - Development Studies
Catholic University of Eastern Africa
02.2017 - 07.2020
Certificate in Library & Information Science -
Catholic University of Eastern Africa
01.2014 - 01.2015
Diploma in Library & Information Science -
Catholic University of Eastern Africa
02.2013 - 01.2016
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