Consolata Ng'ang'a
Nairobi
Summary
Detail-oriented, diligent, and self-motivated professional with a strong work ethic and innate drive for perfection, committed to excellence and elevating online learning experiences. My cumulative experience of six years as a data entry clerk and customer support representative equips me with the skills necessary for the admin and support specialist role. Received the Representative of the Year award once in recognition of my meticulous problem-solving and follow-up approach. I am resilient, self-disciplined, compassionate, take up ownership of tasks and proactively address and resolve issues aligning with the values and culture of the Interactional Design Foundation. Leveraging exceptional written communication and troubleshooting skills, I enjoy ensuring ongoing enhancements in internal processes for heightened user satisfaction. Proficient in cross-functional collaboration, I am resourceful as I offer valuable insights to enrich user experiences. Aspiring to undertake the role of an Admin and Support Specialist at the Interaction Design Foundation, my goal is to provide members with an optimal online learning experience.
Overview
10
10
years of professional experience
Work History
Administrative Assistant
Nairobi Bus Cooperation
07.2020 - 09.2023
- Maintained accurate and organized records of schedules, reservations, and customer information.
- Prepared necessary documentation for trips, ensuring compliance with regulations, facilitating smooth operations, and contributing to the company's reputation for reliability and professionalism.
- Managed and organized the schedule of executives, arranged appointments, and made travel plans, ensuring that executives stayed organized, appointments were efficiently handled, and there was optimal use of time, leading to increased productivity.
- Handled emails, phone calls, and other forms of communication, between executives and internal/external contacts, ensuring timely responses and enhancing overall communication within the organization.
- Maintained accurate records, filing systems, and databases for documents and information, ensuring easy retrieval of information, compliance with regulatory requirements, and supporting decision-making through access to historical data.
- Assisted in the planning and execution of company meetings and other company events, ensuring seamless events, fostering positive interactions, and contributing to the overall success of organizational gatherings.
- Provided support to executives and helped to ensure that deadlines for various projects and tasks were met, reducing the workload on key personnel.
Customer Service Representative
Nairobi Bus Cooperation
03.2016 - 06.2020
- Received the Representative of the Year award once in recognition of my follow-up approach.
- Provided proactive support and information by anticipating and addressing potential challenges and questions that passengers encountered. This enhanced the overall customer experience by reducing uncertainties and fostering a sense of security.
- I acquired in-depth knowledge of the company's services, enabling me to provide customers with accurate and valuable information, leading to a reduction in common queries, an empowered customer base, and increased customer trust and loyalty.
- Consistently maintained a customer satisfaction rating of over 90% by effectively addressing and resolving incoming customer issues via company email and phone, ensuring customers' concerns were promptly and satisfactorily resolved.
- Improved customer response time by 30% through efficient handling of client inquiries and concerns, contributing to enhanced customer satisfaction and loyalty.
- Assisted passengers with the booking process, offering guidance on available options, pricing, and terms and conditions. This resulted in a reduction in customer booking errors and an increase in upselling of additional services, contributing to increased revenue for the company.
Customer Service Agent
Shell
08.2013 - 02.2016
- ·Maintained exceptional company product knowledge, and industry-related information contributing to a more efficient customer support process and instilling confidence in customers.
- Responded to customer inquiries about Shell's products, services, and policies through various communication channels ensuring that customers received accurate and timely information, leading to increased customer satisfaction, trust, and a positive perception of the company.
- Addressed customer complaints and issues promptly, providing effective solutions, and ensuring follow-up to guarantee customer satisfaction turning dissatisfied customers into loyal ones, mitigating negative reviews, and enhancing the company's reputation for customer service excellence.
- Offered constructive feedback on common customer issues and suggested improvements to internal processes contributing to the continuous improvement of customer support processes, leading to increased efficiency, improved KPIs, reduced customer issues, and an overall enhancement of the customer experience.
- Communicated clearly, professionally, and empathetically with customers, both in written and verbal interactions fostering a positive customer experience and reducing misunderstandings.
Education
BSc Business Administration and Management -
St. Paul’s University
11.2024
Skills
- Cross-functional collaboration
- Highly Organized Autonomous and Resourceful
- Self-disciplined
- Proactive problem-solver
- Resilient
- Excellent Written Communication Skills
- Empathy
- Strong Prioritization Skills
- Detail-oriented
- Ownership and Consistency
Languages
English
Proficient
C2
Training
- Diploma in Customer Service
- Diploma in Microsoft Excel
- Diploma in Google Suite – Gmail, for Beginners and Experts
- Google Apps and Google Docs
- Maximizing Customer Engagement for Business Growth
- Microsoft Excel 2013 Advanced Master Spreadsheets
- Intercom Certificate in Designing and implementing a conversational framework for support teams
- Intercom Certificate in Delivering a world-class customer support experience
Timeline
Administrative Assistant
Nairobi Bus Cooperation
07.2020 - 09.2023
Customer Service Representative
Nairobi Bus Cooperation
03.2016 - 06.2020
Customer Service Agent
Shell
08.2013 - 02.2016
BSc Business Administration and Management -
St. Paul’s University
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