Debra Kioko
Customer Support Specialist
Nairobi
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. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
3
3
years of professional experience
10
10
years of post-secondary education
Work History
Customer Service Agent
Influx
Nairobi
03.2021 - 02.2022
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
- Entered customer information into customized computer system with [Software] to document and organize client records.
- Conferred with management and vendors to discuss defective and unacceptable services and determine corrective action.
Customer Service Specialist
CCI Kenya
Nairobi
11.2019 - 12.2020
- Provided primary customer support to internal and external customers.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Recorded product or service failure complaints and notified appropriate departments.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Answered product and service questions, suggesting other offerings to attract potential customers.
Nutrition Intern
Mama Lucy Kibaki Level 4 Hospital
Nairobi
05.2019 - 08.2019
- Documented clinical findings and entered pertinent health data for processing, recordkeeping and use by other medical professionals.
- Educated clients about long-term health benefits of balanced diets and exercise programs.
- Calculated, revised and verified proper enteral and parenteral feedings to meet nutritional needs.
- Partnered with interdisciplinary care team to address resident nutrition programs.
- Assessed clients' nutritional and health statuses to prescribe appropriate eating and exercise plans.
- Referred patients to appropriate outpatient settings for additional diet education and support.
- Established and maintained thorough and updated nutritional information, [Type] and [Type] data.
Customer Service Agent
Symphony technologies
Nairobi
01.2018 - 12.2018
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Communicated with clients regarding account services, statements, and balances.
- Provided primary customer support to internal and external customers.
- Addressed customer account discrepancies and concerns.
- Educated customers on company systems, form completion and access to services.
- Resolved over [Number] customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
- Adapted to new applications and maintained knowledge of current technologies.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
High School Diploma -
Mbooni Girls High School
Makueni,Eastern Kenya 01.2013 - 12.2016
Kenya Certificate of Primary Education -
San Damiano Boarding Primary School
Oldonyo Sabuk 01.2011 - 12.2012
Diploma in Nutrition And Dietetics -
Mount Kenya University
Thika 09.2019 - 04.2022
Certificate in Nutrition And Dietetics -
Mount Kenya University
Thika 09.2017 - 04.2019
Computer Packages -
Petanns College
Kitengela 05.2017 - 07.2017
Skills
Complaint resolution
Empathetic and genuine
Correspondence composition
Outstanding communication skills
Stocking and replenishing
Key stakeholder relationship building
Professional telephone demeanor
Technical Support
CRM
Receiving support
Public Health
WIC nutrition assessments
Menu development
Interpersonal Communication
swimming,travelling and knitting
During my free time I can go for swimming and also travel and exploit places.In addition to that I also do knitting during my leisure time I can make sweaters,tops,shorts and skirts.
Timeline
Customer Service Agent
Influx
03.2021 - 02.2022
Customer Service Specialist
CCI Kenya
11.2019 - 12.2020
Diploma in Nutrition And Dietetics -
Mount Kenya University
09.2019 - 04.2022
Nutrition Intern
Mama Lucy Kibaki Level 4 Hospital
05.2019 - 08.2019
Customer Service Agent
Symphony technologies
01.2018 - 12.2018
Certificate in Nutrition And Dietetics -
Mount Kenya University
09.2017 - 04.2019
Computer Packages -
Petanns College
05.2017 - 07.2017
High School Diploma -
Mbooni Girls High School
01.2013 - 12.2016
Kenya Certificate of Primary Education -
San Damiano Boarding Primary School
01.2011 - 12.2012