Consolata Muthee
Wanjiku
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
8
8
years of professional experience
2
2
Certifications
Work History
Customer Support Specialist
Safariline Travel
08.2023 - Current
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Served customer account and technical needs across 40+ daily calls, consistently meeting productivity and quality targets.
Customer Service Call Center Representative
Lipaplus Kenya
01.2021 - 08.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
Social Media Marketing Intern
Housing Finance Group
11.2018 - 12.2021
- Conducted daily updates to social media profiles to boost company online presence.
- Designed and presented social media campaign ideas.
- Increased brand visibility by crafting and implementing creative social media campaigns.
- Enhanced audience engagement through regular posting of relevant content on multiple social media platforms.
- Boosted website traffic by creating and sharing engaging blog posts and articles related to the industry.
- Contributed to mock-ups, email campaigns, and social media content.
- Managed customer inquiries and complaints via social media channels, providing prompt resolutions and excellent customer service.
Sales and Customer Support Manager
Jambo Pay LTD
02.2017 - 11.2018
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Increased sales by developing and implementing effective sales strategies.
- Collaborated with marketing team to create targeted campaigns for increased lead generation.
- Conducted regular performance reviews, setting goals and offering constructive feedback to drive employee growth.
- Negotiated contracts with suppliers, ensuring favorable terms that positively impacted the bottom line.
- Exceeded revenue targets consistently by forming strategic partnerships and expanding the company''s client base.
- Built lasting relationships with clients through consistent follow-up and personalized service.
Customer Care Executive
Multichoice ,DSTV
11.2016 - 01.2017
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Communicated with customers to identify needs and expectations.
- Reduced customer complaints with proactive issue identification and resolution strategies.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously.
- Resolved concerns with products or services to help with retention and drive sales.
Education
Bachelors Of Commerce - Procurement And Supply Chain Management
University Of Nairobi
Nairobi, Kenya 04.2001 -
No Degree - Computer Skills
PCEA Computer College
Nairobi, Kenya 04.2001 -
No Degree - Kenya Primary Education
Githunguri Girls High School
Nairobi, Kenya 04.2001 -
No Degree - Kenya Primary Education
Nyawai Academy
Nairobi , Kenya 04.2001 -
Skills
Customer service excellence
Live chat support
Technical Troubleshooting
CRM Software
Problem-solving abilities
Ticket management
Languages
English, Swahili
Native language
English
Proficient
C2
Swahili
Advanced
C1
Certification
Annual Ana kwa Ana Markrting Forum
Interests
Planting Herbs
Travelling
Timeline
Customer Support Specialist
Safariline Travel
08.2023 - Current
Customer Service Call Center Representative
Lipaplus Kenya
01.2021 - 08.2023
Social Media Marketing Intern
Housing Finance Group
11.2018 - 12.2021
Sales and Customer Support Manager
Jambo Pay LTD
02.2017 - 11.2018
Customer Care Executive
Multichoice ,DSTV
11.2016 - 01.2017
Annual Ana kwa Ana Markrting Forum
03-2015
Procurement and Vision 2030
11-2014
Bachelors Of Commerce - Procurement And Supply Chain Management
University Of Nairobi
04.2001 -
No Degree - Computer Skills
PCEA Computer College
04.2001 -
No Degree - Kenya Primary Education
Githunguri Girls High School
04.2001 -
No Degree - Kenya Primary Education
Nyawai Academy
04.2001 -