Cecilia KINUTHIA
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.
Overview
5
5
years of professional experience
Work History
Team Leader - CSR
MKOPA LIMITED
06.2022 - 02.2024
- Supervised 12 team members and reduced call resolution time from three to two minutes.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Set performance expectations, monitoring progress towards goals and providing constructive feedback as needed.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Managed conflict resolution among team members, fostering positive and collaborative work environment.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
Customer Service Representative
MKOPA LIMITED
03.2021 - 05.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered approximately 90 customer calls per day with minimal wait times.
- Updated account information to maintain customer records.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to increased personal customer satisfaction score.
- Maintained accurate, detailed records of customer interactions.
- Contributed to sales growth by upselling products and services.
Receptionist
FreshPro Farms LTD
05.2019 - 11.2020
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Responded to approximately 35 incoming calls per day and directed calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
Education
Bachelor of Science - Information Science
The Technical University of Kenya
Nairobi, Kenya12.2018
Skills
- Problem-Solving
- Communication Skills
- CRM Management
- Documentation And Reporting
- Client Support
Timeline
Team Leader - CSR
MKOPA LIMITED
06.2022 - 02.2024
Customer Service Representative
MKOPA LIMITED
03.2021 - 05.2022
Receptionist
FreshPro Farms LTD
05.2019 - 11.2020
Bachelor of Science - Information Science
The Technical University of Kenya
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