DIANA KYALO
Ruiru, Kiambu District
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
2
2
years of professional experience
6
6
Certifications
3
3
Languages
Work History
Customer Experience Advocate
AUTOMOBILE ASSOCIATION OF KENYA
03.2023 - Current
- Proactively identified potential problems by monitoring trends in customer inquiries and providing feedback to relevant departments.
- Enhanced customer loyalty by delivering personalized support and addressing unique needs.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Implemented and developed customer service training processes.
Marketing Intern
AUTOMOBILE ASSOCIATION OF KENYA
06.2022 - 03.2023
- Assisted in the planning and execution of successful product launch events.
- Organized events and trade shows, increasing brand exposure within the industry community.
- Developed questionnaires and facilitated focus group discussions.
- Utilized specialized software to capture and process data.
- Collaborated with cross-functional teams to ensure consistency in branding across all platforms and touchpoints.
- Identified appropriate marketing channels and target customers for campaigns.
- Tracked campaign performance metrics, identifying areas for improvement and adjusting strategies accordingly.
Volunteer
MAKINDU GENERAL HOSPITAL
04.2022 - 06.2022
- Implemented data-driven decision-making processes to optimize resource allocation in service delivery efforts.
- Assisted clients with obtaining housing, employment and support resources.
- Took active role in patient and family planning process, detailing instructions, and responding appropriately and effectively to questions and concerns.
- Educated young people about strategies for driving discussions and promoting social changes.
- Used strong interpersonal communication skills to convey information to others.
Education
Bachelor of Arts - JOURNALISM AND MASS COMMUNICATION
MASINDE MULIRO UNIVERSITY OF SCIENCE AND TECHNOLOG
Kakamega, Kakamega District, Kenya 04.2001 -
High School Diploma -
KANGARU GIRLS HIGH SCHOOL
Embu, Embu District, Kenya 04.2001 -
Skills
Client Advocacy
Sales closing
Multi-line phone talent
English fluency
Swahili fluency
German basics
Quality Control
Relationship Building
Brand representation
Report creation
Database Management
Key holder experience
Call Center Operations
Conflict Mediation
Call center experience
Problem-solving abilities
Computer Skills
Certification
FIRST AID CERTIFICATE
Timeline
BASIC LIFE SUPPORT CERTICATE
12-2023
DIGNITY IN CARE CERTIFICATE
12-2023
DUTY OF CARE CERTIFICATE
12-2023
SAFEGUARDING CERTIFICATE
12-2023
FIRST AID CERTIFICATE
11-2023
SOCIAL MEDIA MARKETING COURSE
06-2023
Customer Experience Advocate
AUTOMOBILE ASSOCIATION OF KENYA
03.2023 - Current
Marketing Intern
AUTOMOBILE ASSOCIATION OF KENYA
06.2022 - 03.2023
Volunteer
MAKINDU GENERAL HOSPITAL
04.2022 - 06.2022
Bachelor of Arts - JOURNALISM AND MASS COMMUNICATION
MASINDE MULIRO UNIVERSITY OF SCIENCE AND TECHNOLOG
04.2001 -
High School Diploma -
KANGARU GIRLS HIGH SCHOOL
04.2001 -