Delphene Atieno Ojwangi
Nairobi
Summary
Customer-focused professional with experience in providing exceptional support to clients, managing customer inquiries and resolving issues effectively. Skill set includes strong interpersonal aptitude, ability to manage high-volume workload, and commitment to maintaining customer satisfaction. Have made significant contributions in improving client relationship management processes in previous roles.
Overview
18
18
years of professional experience
Work History
Customer Care Assistant
Comply Industries Ltd
2017.01 - 2019.01
- Worked as a full time customer service representative in a wood product company.
- Provided best technical support for clients on a wide range of company products, resolving issues at 90%.
- Strive for quick complaint resolution, commended by supervisor for the ability to resolve problems on the first call and avoid escalation of issues.
- Collaborated with management and outside sales representative on receivables and delivery.
- Grow customer base by 10% or more each year.
- Followed up on purchases, inquired about satisfaction on additional items or service.
- Maintained sales area by organizing merchandise, restocking Shelves and Keeping counter area clean.
Sales Agent
Pan Africa Life Insurance
2014.01 - 2015.01
Front Office Assistant
Metropolitan Hotel
Deira
2004.01 - 2006.01
Carnivore Restaurant
Nairobi
2001.01 - 2004.01
Customer Service
Deacons Kenya Ltd
2008.01
Education
Higher National Diploma - Social Sciences
Nairobi University
12.2000
Certificate - Secretarial skills
Graffins College
12.1998
Certificate - Travel Operations
Skyways Tours and Travels Training Institute
12.1994
KCSE -
Arap Moi Girls High School
12.1993
KCPE -
Muguga Green Primary school
12.1989
Skills
- Customer care
- Time management
- Result oriented
- Conflict resolution
- Up selling
- Computer proficient
- Customer relationship management
- Product knowledge
- Complaint resolution
- Data entry accuracy
- Call center experience
- Follow-up calls
- Escalation management
- Billing coordination
- Multitasking and organization
- Service standard compliance
- Verbal and written communication
- Adaptability and flexibility
Community Service
Involved in various community work including Self Representation Programmes sponsored by National Legal Aid & Awareness Programme (NALEAP) in Kibera, Kayole & Mathare slums.
Training
- 2000, Certificate in computer applications Ms word, Word processing, desktop
- 1999, Attended a refresher course at the Kenya Utalii College
References
- Mr Gerishon Misumi, Managing Director, Carnivore Restaurant, P.O Box 56685, Nairobi, Nairobi, 00200
- Rakesh Watt, General Manager, Comply Industries Ltd, P.O Box 18380, Nairobi, Nairobi, 00500
- Judith Masinde, Human Resource Manager, Deacons, Kenya Limited, P.O. Box 2343, Nairobi, Nairobi, 00200
Languages
English
First Language
Timeline
Customer Care Assistant
Comply Industries Ltd
2017.01 - 2019.01
Sales Agent
Pan Africa Life Insurance
2014.01 - 2015.01
Customer Service
Deacons Kenya Ltd
2008.01
Front Office Assistant
Metropolitan Hotel
2004.01 - 2006.01
Carnivore Restaurant
2001.01 - 2004.01
Higher National Diploma - Social Sciences
Nairobi University
Certificate - Secretarial skills
Graffins College
Certificate - Travel Operations
Skyways Tours and Travels Training Institute
KCSE -
Arap Moi Girls High School
KCPE -
Muguga Green Primary school