Annastacia Koki

• Handle volumes as high as 10 calls per hour to help customers with account, service, and product problems
• Instilled calm in customers by managing escalations and transfers with utmost professionalism
• Rent collection on leased out BTS and vacated land to Power Plants
• Maintain proper and update records of all company owned, leasing out and safe custody of property documents, other records and securities
• Reach out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.

Key Responsibilities;

• Responding promptly and professionally to incoming customer inquiries by calls and emails.
• Participating in training opportunities provided by the organization or by outside entities.
• Worked hand in hand with clients to ensure that there is 100% customer satisfaction.
• Maintaining updated knowledge of the organization's products, services, and customer service policies.
• Explaining simply and clearly in response to customer questions and checking for customer understanding and acceptance.
• Documenting customer interactions when necessary, compiling documents, and forwarding information to interested parties.
• Establishing and maintaining good rapport with customers by using positive language and anticipating their needs.
• Recommending new products or services or making suggestions for improvements by identifying relevant features and benefits.

Key Responsibilities;

• Responded to customer calls and emails to answer questions about products and services on Zendesk.
• Resolved over 50 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
• Educated clients on account services and resolved client inquiries regarding statement information and account balances.
• Provided primary customer support to internal and external customers.
• Entered customer information into customized computer system on Shopify to document and organize client records.
• Addressed escalated customer service issues that were above my capability to save customer relationships.
• Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.

• Interpret any conversation, meeting, and training session, and interview or other requested event, including providing oral interpreting to customers, employees, Kenya Power Training School Students and clients who do not use sign language
• Responsible for interpreting in variety of communication modes during company scheduled programs, conferences, counseling sessions, lectures, and media production
• Provision of accurate interpretation support during work placement activities, training workshops, medical appointments, phone calls, community meetings and any other activities required for.