David Maina
Nairobi, Nairobi Province
Summary
Dynamic Customer Service Representative with a proven track record at TEXTBOOK CENTRE, excelling in complaint resolution and client relations. Recognized for enhancing customer retention through innovative discount strategies and personalized support. Proficient in CRM systems, driving team productivity while fostering empathetic relationships to exceed service standards.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
TEXTBOOK CENTRE
10.2019 - Current
- Responded to customer requests for products, services, and company information.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved accounting, service and delivery concerns.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Managed timely and effective replacement of damaged or missing products.
Education
High School Diploma -
NITA
Nairobi, Nairobi Province, Kenya10-2019
Skills
- Scheduling
- Complaint resolution
- Call center operations
- Client relations
- Shipping and receiving
- Customer relationship management (CRM)
- Microsoft PowerPoint
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Swahili
Work Preference
Work Type
Part TimeWork Location
RemoteOn-SiteImportant To Me
Flexible work hoursPaid time offWork from home optionPersonal development programsCareer advancementInterests
Learning
Discovering
Certification
- Certified Customer Service Representative, 6 years
Timeline
Customer Service Representative
TEXTBOOK CENTRE
10.2019 - Current
High School Diploma -
NITA
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