BRENDA OMOSO
CUSTOMER EXPERIENCE CONSULTANCY
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.Bringing 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, ad providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
2
2
Languages
Work History
Customer Service Agent
KCB BANK KENYA
NAIROBI
05.2021 - Current
- Develop and actualize customer service initiatives to decrease wait times.
- Offer basic technical support for clients on wide range of company products.
- Collect customer feedback and made process changes to exceed customer satisfaction goals.
- Collaborate with store management and program leadership to suggest actionable improvements and corrective action plans.
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Help large volume of customers every day with positive attitude and focus on customer satisfaction.
- Improve customer satisfaction ratings by addressing issues and fostering timely resolution.
- Resolve concerns with products or services to help with retention and drive sales.
- Achieve high satisfaction rating through proactive one-call resolutions of customer issues.
- Respond to customer calls and emails to answer questions about products and services.
- Improve operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
- Respond to customer requests for products, services and company information.
- Answer product and service questions, suggesting other offerings to attract potential customers.
- Update account information to maintain customer records.
- Collect and analyze customer information to prepare product or service reports.
- Record account information to open new customer accounts.
Customer Service Representative(Remote)
Home Spade
New York
01.2020 - 04.2021
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Tracked customer service cases and updated service software with customer information.
- Handled customer inquiries and suggestions courteously and professionally.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Maintained up-to-date knowledge of product and service changes.
- Promptly responded to inquiries and requests from prospective customers.
- Cross-trained and provided backup support for organizational leadership.
- Developed and updated databases to handle customer data.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Representative (Remote)
InfluxData
Cremorne
01.2019 - 01.2020
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Developed customer service improvement initiatives to decrease customer wait times.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
Education
Bachelors of Commerce - Accounting
09.2014 - 11.2018
No Degree - Customer Service Management
05.2001 -
Skills
Customer Relations
Microsoft Office Suite proficiency
Empathetic and genuine
Exemplary work ethic
Outstanding communication skills
Complaint resolution
Sales expertise
Multi-line phone talent
POS systems expert
CRM
Creative problem solving
Money handling abilities
Timeline
Customer Service Agent - KCB BANK KENYA
05.2021 - Current
Customer Service Representative(Remote) - Home Spade
01.2020 - 04.2021
Customer Service Representative (Remote) - InfluxData
01.2019 - 01.2020
Multimedia University of Kenya - Bachelors of Commerce, Accounting
09.2014 - 11.2018
Multimedia University of Kenya - No Degree, Customer Service Management
05.2001 -