Machuka Divinah
Customer Support
Nairobi
Summary
With vast experience spanning across multiple industries including telecommunications industry, events, government and non-governmental institutions, I am a holistic human being with 21st century skills and values. I am passionate about putting a smile on people’s faces. I thrive in collaboration and team work. For any duty assigned, I go that extra mile to get things done,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
11
11
years of post-secondary education
Work History
Customer Experience Representative
INFLUX
NAIROBI
08.2021 - 11.2021
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- 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.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Referred unresolved customer grievances regarding working shifts and bonuses to designated departments for further investigation.
- Confirming shifts with the facility and allocating them to the health care professional
- Assisted with the onboarding process of clients by accessing documents such as background checks and drug tests.
- Provided primary customer support to internal and external customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Digital Customer Service Associate
Solami Kwikbet
NAIROBI
02.2020 - 02.2021
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Assisted in increasing the client retention rate from 40% to 77% by identifying and resolving client complains and taking appropriate corrective measures.
- Maintained knowledge of company products to provide suggestions and recommendations to customers.
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
- Assisted with mentoring new employees during and after training.
Customer Service Representative
TELESKY
NAIROBI
11.2017 - 08.2018
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Recommended products to customers, thoroughly explaining details.
- Fast-tracked the resolution of customer tickets to better their experience.
- Managed the customer service database for proper record keeping
Supply Chain Intern
MINISTRY OF ENERGY AND PETROLEUM
NAIROBI
01.2014 - 04.2014
- Recommended purchasing goods, supplies and services to meet supply chain goals.
- Analyzed statistical data and reports to determine trends in performance.
- Reorganized supplies and increased productivity.
- Preparation and circulation of quotation, tenders and proposals
- Processing of payments of goods and services delivered and rendered
- Assist in the reservation of funds in IFMIS Programme for Local Purchase orders and Local Service Orders
- Identification of surplus, redundant and obsolete stores and assists in preparation of disposal.
Education
MBA - FINANCE
Kenyatta University
KENYA 09.2018 - 12.2023
BBA - Procurement
KENYATTA UNIVERSITY
NAIROBI 09.2014 - 12.2017
BBA - Diploma in Business Management
KENYATTA UNIVERSITY
NAIROBI 09.2012 - 12.2014
Skills
Critical thinking and problem solving
Documentation and reporting
Proficient use of productive software’s and applications ie Microsoft packages, Google sheets, Ever note, Zendesk
Customer Service Skills – Clear communication skills, empathetic, professionalism
Leadership skills
Written and oral communication
Adaptability
Ability to work in a team
Fast learner
HOBBIES
Reading
Travelling
Voluntary work (I am a Kingdom Child member of a Christian movement in my church. I find satisfaction in just talking, listening and helping the street kids )
Visiting children's homes
Swimming
Cooking
Referees
Sheila Barno
254726889225
jepkuruisheilah@gmail.com
Influx
Fredrick Okari
0727278080
fredrick.okari@mpharma.com
resource manager
Dr. Charity Njoka
072237641
njoka.charity@ku.ac.ke
Lecturer Kenyatta University
Timeline
Customer Experience Representative
INFLUX
08.2021 - 11.2021
Digital Customer Service Associate
Solami Kwikbet
02.2020 - 02.2021
MBA - FINANCE
Kenyatta University
09.2018 - 12.2023
Customer Service Representative
TELESKY
11.2017 - 08.2018
BBA - Procurement
KENYATTA UNIVERSITY
09.2014 - 12.2017
Supply Chain Intern
MINISTRY OF ENERGY AND PETROLEUM
01.2014 - 04.2014
BBA - Diploma in Business Management
KENYATTA UNIVERSITY
09.2012 - 12.2014