Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Work Availability
Timeline
CustomerServiceRepresentative
CASTRO AUMA

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 -
CASTRO AUMACUSTOMER SERVICE REPRESENTATIVE