CASTRO AUMA
CUSTOMER SERVICE REPRESENTATIVE
Nairobi, Nairobi Province
Summary
Adept at transforming customer challenges into triumphs, I honed my skills at CCI Kenya, where empathy and problem-solving led to heightened customer loyalty and retention. My expertise in Microsoft Excel and active listening not only streamlined operations but also fostered a collaborative team environment, significantly enhancing service delivery.
Overview
1
1
year of professional experience
1
1
Certification
2
2
Languages
Work History
Customer Service Representative
CCI Kenya
11.2023 - 02.2025
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
High School Diploma -
OBER BOYS HIGH SCHOOL
Homa Bay, Kenya 05.2001 -
Skills
Customer service
Certification
Certificate of service
Accomplishments
- Resolved product issue through consumer testing.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Certificate of service
02-2025
Customer Service Representative
CCI Kenya
11.2023 - 02.2025
High School Diploma -
OBER BOYS HIGH SCHOOL
05.2001 -
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