DENNIS NJOGU MBUGUA

• Looked for additional ways to expand products to customers by upselling new products and services.
• Asked customers questions to determine, verify and solve common problems.
• Drafted written correspondence and sent electronic information to customers regarding billing information and current promotions.
• Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
• Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs and opportunities.
• Maintained extensive knowledge of company products to recommend items aligned with customer needs.
• Documented customer interactions in internal database to maintain customer service history details.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Resolved associate, tool and service delivery issues revealed by statistical reports.

In charge of the implementation of business measures and strategies by performing the following duties:

• Answered incoming support inquiries via chat, phone and email

• Offered Electronic Cargo Tracking System support.

• Daily shift reporting using Microsoft Excel sheets.

• Fleet monitoring services support.

• Troubleshooting and uptime management of assigned accounts.

• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.

• Leveraged sales expertise to promote products and capitalize on upsell opportunities.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Developed and updated databases to handle customer data.
• Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
• Logged call information and solutions provided into internal database.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.