Charity Gathu
Summary
I am a highly motivated and customer-focused Customer Care Representative with [6 years] of experience in providing exceptional customer service and support. Proficient in handling inquiries, resolving issues, and ensuring customer satisfaction in fast-paced environments. Skilled in active listening, problem-solving, and effective communication to build rapport and foster positive relationships with customers. Demonstrated ability to adapt quickly to new systems and processes while maintaining a high level of professionalism and efficiency. i am a dedicated team player committed to delivering personalized solutions and exceeding customer expectations.
Overview
11
11
years of professional experience
Work History
Chat Moderator
Cloud worker
Ruiru Kamiti Road / Kiambu
01.2023 - 01.2024
- Monitored live chat sessions to ensure compliance with company policy and guidelines.
- Provided customer service assistance in a professional and courteous manner.
- Responded promptly to customer inquiries via online chat or email, ensuring accuracy of all answers provided.
- Created reports on customer interactions, activity levels and other relevant metrics.
- Worked closely with the development team to improve the overall user experience.
- Collaborated with other departments within the organization to ensure consistent messaging across all channels.
- Reserved and managed meeting room availability.
Data Entry Clerk
KENCALL KENYA LIMITED
NAIROBI
03.2015 - 10.2018
- Utilized specialized software applications related to the job role.
- Ensured compliance with all relevant rules and regulations governing data entry activities.
- Prepared summaries of daily work completed for review by supervisors.
- Organized files according to established procedures for easy retrieval later on.
- Collaborated with other departments to resolve issues regarding incorrect data entries.
- Reviewed existing information for accuracy and made necessary corrections.
- Maintained confidentiality of sensitive information entered into the system.
- Performed data entry from paper documents, emails, and other sources into computer systems.
- Followed up on pending tasks until completion.
Customer Service Representative
ISON (B.P.O) AIRTEL (Outbound/ inbound calls)
NAIROBI
05.2013 - 01.2015
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Made outbound calls to obtain account information.
Education
FIRST AID, AED, & CPR
ALISON
ONLINE02-2023
Some College (No Degree) - Business Administration and Management
TIMELESS BEAUTY COLLEGE
NAIROBI01-2007
Some College (No Degree) - Computer Networking
UNITED MICROCARE SYSTEM
NAIROBI01-2004
High School Diploma -
HURUMA GIRLS HIGH SCHOOL
NAIROBI11-2003
Skills
- Call Management
- Data Collection
- Complaint resolution
- Problem-solving skills
- Proficient in CRM management
- Call Center Operations
- Fluent in English
- Calm and Professional Under Pressure
- Deadline Management
- Microsoft Exchange
- Sales closing
- Professional phone voice
- Product and service knowledge
- Multitasking
- Administrative and Office Support
Affiliations
Caregiving Volunteer ( EDDIANA NURSING HOME)
- Assist patients with daily activities such as meal preparation, grooming, and medication reminders.
- Engage in meaningful conversations and provide companionship to patients, fostering a supportive and nurturing environment.
- Collaborate with staff members to ensure the well-being and comfort of patients contributing to a positive and inclusive community atmosphere.
Education:
Caregiving Classes [ALISONS ONLINE UK]
- Completed coursework in caregiving fundamentals, including patient communication, personal care techniques, and safety protocols.
- Gained practical skills through hands-on training and simulations, preparing me to provide high-quality care to individuals in need.
Languages
KISWAHILI
First Language
English
Beginner
A1
Timeline
Chat Moderator
Cloud worker
01.2023 - 01.2024
Data Entry Clerk
KENCALL KENYA LIMITED
03.2015 - 10.2018
Customer Service Representative
ISON (B.P.O) AIRTEL (Outbound/ inbound calls)
05.2013 - 01.2015
FIRST AID, AED, & CPR
ALISON
Some College (No Degree) - Business Administration and Management
TIMELESS BEAUTY COLLEGE
Some College (No Degree) - Computer Networking
UNITED MICROCARE SYSTEM
High School Diploma -
HURUMA GIRLS HIGH SCHOOL
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