Benjamin Maina
Kiambu, Kiambu District
Summary
Proven customer service expert from Call Centre International (CCI)-Kenya, adept in problem-solving and active listening, enhanced customer loyalty through empathetic resolution of complaints. Skilled in call management, I significantly boosted brand loyalty and sales for Adsum Marketing Agency, showcasing a blend of hard and soft skills without relying on numerical data.
Overview
5
5
years of professional experience
2
2
Languages
Work History
Customer Service Representative
Call Centre International {CCI}-Kenya.
2023.12 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
Quickmart Supermarket
2023.02 - 2023.11
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Customer Service Cashier
Cleanshelf Supermarket
2022.09 - 2023.01
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
- Processed customer orders and accurately handled payment transactions.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
Line Attendant
Cleanshelf Supermarket
2022.01 - 2022.08
- Greeting customers, helping them find products, and addressing complaints.
- Excellent communication skills to interact with customers and other employees.
- Patience to interact with a wide range of customers.
Lead Brand Ambassador
Adsum Marketing Agency
2021.01 - 2021.09
- Approached strangers and interacted in natural conversation with goal of developing brand loyalty.
- Boosted sales through effective collaboration with store staff to promote products in high-traffic areas.
- Educated consumers about product benefits, leading to increased interest and sales conversions.
- Enhanced brand recognition by executing promotional events and engaging customers with product demonstrations.
Education
Diploma - Airline Cabin Crew And Customer Service
Trans Eastern Airlines Aviation Collage
Nairobi 2001.04 -
Diploma - First Aid
St. John Ambulance
Nairobi 2001.04 -
Diploma - Computer Packages
Pettans Institute of Business Studies
Nairobi 2001.04 -
High School Diploma -
Kiarithaini Boys High School
Nyeri, Karatina 2001.04 -
Primary School Education -
St. Matthew's Mixed Boarding Primary School
Embu 2001.04 -
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Call management
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
Customer Service Representative
Call Centre International {CCI}-Kenya.
2023.12 - Current
Customer Service Representative
Quickmart Supermarket
2023.02 - 2023.11
Customer Service Cashier
Cleanshelf Supermarket
2022.09 - 2023.01
Line Attendant
Cleanshelf Supermarket
2022.01 - 2022.08
Lead Brand Ambassador
Adsum Marketing Agency
2021.01 - 2021.09
Diploma - Airline Cabin Crew And Customer Service
Trans Eastern Airlines Aviation Collage
2001.04 -
Diploma - First Aid
St. John Ambulance
2001.04 -
Diploma - Computer Packages
Pettans Institute of Business Studies
2001.04 -
High School Diploma -
Kiarithaini Boys High School
2001.04 -
Primary School Education -
St. Matthew's Mixed Boarding Primary School
2001.04 -