Cars
Sylvia Litali
Freelancer
Nairobi,Nairobi
Summary
Knowledgeable and dedicated customer service professional with extensive experience in telecommunication industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Transcriptionist
Verbit
Nairobi, Nairobi
12.2020 - Current
- Reviewed and edited transcribed reports and corrected material for spelling, grammar and clarity.
- Performed freelance work with flexibility to meet employer-set deadlines.
- Independently contracted, working through and online portal.
- Transcribed sensitive documents with complete confidentiality.
Sales and Marketing Representative
TIENS International
Nairobi, Nairobi
12.2017 - 02.2019
- Built local sales and marketing plan for each targeted district within defined territory.
- Participated in skills development initiatives to promote team competence and success.
- Inventoried stock, placed product orders and verified receipts.
- Implemented advertising campaigns and prepared promotional materials.
- Supported sales staff by providing market trends, account analyses and new product information.
- Examined needs, wants and spending patterns of target audience.
Customer Care Executive
Jambopay Limited
Nairobi, Nairobi
11.2016 - 11.2017
- Introducing the KASNEB application to students and teaching them how it works
- Assisting KASNEB students to register and make payments on the e-KASNEB application.
- Helping students to solve issues regarding the portal.
- Described KASNEB highlights and benefits to help guide students decisions.
- Responded to customer inquiries and concerns regarding KASNEB.
Receptionist/Office Assistant
Performance Parts Limited
Nairobi, Nairobi
03.2016 - 06.2016
- Answered central telephone system and directed calls accordingly.
- Corresponded with clients through email, telephone or postal mail.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Scheduled and confirmed appointments and meetings for senior management team.
- Answered phone promptly and directed incoming calls to correct offices.
- Oversaw inventory materials monitoring, requisitions and supply re-stocking.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Kept reception area clean and neat to give visitors positive first impression.
Call Center Agent
Horizon Contact Center (Airtel Money)
Nairobi, Nairobi
08.2015 - 01.2016
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
- Promoted available products and services to customers during service, account management and order calls.
- Resolved concerns with products or services to help with retention and drive sales.
Customer Service Representative
DHL Ngong Road
Nairobi, Nairobi
02.2014 - 07.2015
- Filled office reports and bank records
- Accounted for all the cash in the office
- Implemented growth and development programs
- Corporate Relationship management
- Conducted training and development to newly employed staff
- Submitting technical reports in line with DHL requirements
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
High School Diploma -
Ewuaso Girls Secondary School
Kajiado 02.2009 - 11.2012
No Degree - Certificate in Computer Packages
Temple College Nairobi
Nairobi 01.2013 - 04.2013
No Degree - Agribusiness, Majoring On Hydroponics Farming
Miramar International College
Nairobi 01.2020 - 03.2020
Skills
Call center operations
Customer support
Problem-solving skills
Answering questions
Typing 30 wpm
Quality assurance
Inbound phone calls
Customer service optimization
Staff education and training
Recordkeeping strengths
Administrative support
Interests
Documentaries
Travelling
Hobbies
I love swimming, watching movies, dancing, listening to music, reading books and adventure seeking
Additional Information
I am a volunteer of two organizations namely Kakamega Forest Heritage Foundation and Peace Ambassadors of Kenya.
Timeline
Transcriptionist
Verbit
12.2020 - Current
No Degree - Agribusiness, Majoring On Hydroponics Farming
Miramar International College
01.2020 - 03.2020
Sales and Marketing Representative
TIENS International
12.2017 - 02.2019
Customer Care Executive
Jambopay Limited
11.2016 - 11.2017
Receptionist/Office Assistant
Performance Parts Limited
03.2016 - 06.2016
Call Center Agent
Horizon Contact Center (Airtel Money)
08.2015 - 01.2016
Customer Service Representative
DHL Ngong Road
02.2014 - 07.2015
No Degree - Certificate in Computer Packages
Temple College Nairobi
01.2013 - 04.2013
High School Diploma -
Ewuaso Girls Secondary School
02.2009 - 11.2012