CLARE MUSILA ASUNGA
Customer Support Specialist
Nairobi,Nairobi
Summary
Dedicated customer service professional with over three years of experience in customer support industry. I am proficient in inventory control, sales, staff training and development. Customer-oriented team player with expertise generating optimal satisfaction levels while building profits and client generation.
Overview
5
5
years of professional experience
Work History
TEAM MANAGER
MAJOREL KENYA
08.2021 - Current
- Take responsibility for the development of all team members, ensuring that their skills and knowledge are kept up-to-date
- Ensure that all team members comply with shift allocations and scheduled activities enabling the achievement of KPI targets
- Conduct weekly and monthly 1-2-1 meetings with all team members, ensuring that constructive feedback is delivered on current performance levels
- Monitor customer contact, ensuring team members receive feedback and areas for improvement are highlighted
- Conduct side-by-side coaching in order to ensure that key business targets are being achieved by all team members
- Achievement: My team was able to achieve 7/7 KPIs consistently in 2022 as a result we were able to get a new project from the same client
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Recruited and trained high-performing team members, maintaining optimized customer service.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Evaluated employee performance on Timeframe basis and coached and trained Number team members, increasing quality of work and employee motivation.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Facilitated meetings to communicate team performance goals and results.
- Established team priorities, maintained schedules and monitored performance.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Implemented training programs to maximise team member development and potential.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
CUSTOMER SERVICE REPRESENTATIVE
MAJOREL KENYA
11.2020 - 07.2021
- Handling incoming phone calls and tickets on Zendesk
- Delivered excellent customer service by reacting effectively to customer situations in a professional, polite and clear manner
- Met standards in the volumes to be handled, quality, performance & attendance
- Investigated the customer’s requirements using specific systems and procedures
- Conducted "buddy learning" for new hires
- Achievement: I was recognized as one of the top performing agents for the first 2 quarters of the year 2021.
VOLUNTEER/ PROMOTER
CAREFOUR & REDCROSS FOOD HAMPER DONATION INITIATIVE
05.2020 - 07.2020
- Promoted the food hampers to significantly increase sales
- Ensured that the allocated area for the food hampers is stocked cleaned and looks its best
- Monitored stock levels and reviewed the product performance
- Helped customers with any queries they had
- Submitted daily reports and completed paperwork and administration tasks as required
- Worked closely with the supermarket’s team on related issues
CUSTOMER SERVICE INTERN
ALMAGNATE INSURANCE AGENCY
01.2019 - 06.2019
- Maintained up-to-date filing system and electronic database with client data and tracked expiry dates of insurance policies and notify clients to initiate renewal action in good time
- Ensured the timely processing of insurance claims and followed up on cash in lieu offers
- Performed general clerical duties including photocopying, printing preparing reports and mailing
- Handled customer complaints, provided appropriate solutions and kept records of customer interactions
- Answered incoming phone calls and provided appropriate feedback
- Achievement: I was recognized for my efforts in resolving customer complaints and reducing the churn rate by 10%.
- Promptly responded to inquiries and requests from prospective customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Bachelor’s degree - Food Nutrition and Dietetics
09.2018 - 05.2018
Class - undefined
University of Nairobi
Certificate in Customer Service - undefined
Cytonn College of Innovation and Entrepreneurship
09.2018 - 05.2018
undefined
ICDL - Riccatti Business College
01.2014 - 05.2014
Skills
Skills and Competenciesundefined
Accomplishments
- Collaborated with team of 15 agents in the development of the SWAT project which meant to upskill each agent with knowledge and skills to handle any channel as per the client's request. This project helped in reducing the FRT and backlogs from each channel/market we worked on.
Timeline
TEAM MANAGER
MAJOREL KENYA
08.2021 - Current
CUSTOMER SERVICE REPRESENTATIVE
MAJOREL KENYA
11.2020 - 07.2021
VOLUNTEER/ PROMOTER
CAREFOUR & REDCROSS FOOD HAMPER DONATION INITIATIVE
05.2020 - 07.2020
CUSTOMER SERVICE INTERN
ALMAGNATE INSURANCE AGENCY
01.2019 - 06.2019
Bachelor’s degree - Food Nutrition and Dietetics
09.2018 - 05.2018
Certificate in Customer Service - undefined
Cytonn College of Innovation and Entrepreneurship
09.2018 - 05.2018
undefined
ICDL - Riccatti Business College
01.2014 - 05.2014
Class - undefined
University of Nairobi
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