Effie Nyaga
Customer Service Representative
Nairobi,30
Summary
Customer Service Representative with 4+ years’ experience delivering exceptional client experiences in banking and financial services. Proven ability to manage 100–150 customer interactions daily, resolve issues efficiently, and exceed service targets. Skilled in conflict resolution, client relationship management, and using CRM tools to streamline workflows. Seeking to contribute my expertise to a remote customer service role at Argyle.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Customer Service Representative
Diamond Trust Bank
Nairobi, Nairobi Province
01.2021 - 03.2025
- Managed 100–150 client interactions daily via phone, email, maintaining a 95% customer satisfaction rate.
- Reduced customer response time by 20% improving service efficiency.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative & Head of Customer Service Week
Spring Board Capital
Nairobi, Nairobi Province
01.2021 - 01.2021
- Compiled end-of-month reports including Turnaround Time (TAT) and Security Withdrawal
- Led a team of 5 to organize Customer Service Week, increasing employee engagement by 30%
- Participated in conflict analysis and resolution with the CEO and department heads.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Led quarterly customer service meetings to review performance and set goals for improvement.
Customer Service Agent
Virtuelle
Nairobi, Nairobi Province
01.2020 - 01.2020
- Provided in-person customer support, handling inquiries and complaints.
- Ensured timely and professional responses to client requests.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Responded to customer requests for products, services, and company information.
- Educated customers about billing, payment processing and support policies and procedures.
Intern
International Transformation Foundation
Nairobi, Kenya
01.2018 - 01.2018
- - Assisted in project coordination and community engagement activities.
- - Supported administrative and communication tasks.
- Prepared project presentations and reports to assist senior staff.
- Conducted research for various projects, leading to well-informed decisions and successful outcomes.
- Enhanced project visibility by maintaining up-to-date project status reports.
- Collaborated on marketing campaign that significantly increased brand awareness.
Education
Bachelor of Arts - International Relations and Diplomacy
Riara University
Nairobi, Nairobi Province, Kenya07-2020
Skills
- Customer Relationship Management (CRM)
- Conflict Resolution & Communication
- High-Volume Client Interaction
- Time Management & Multitasking
- Computer proficiency
- Team development
- Customer service
- Problem-solving
- Product knowledge
- Call management
- Adaptability and flexibility
Interests
Food blogging ('The Kenyan Gourmet'), Culinary reviews, Travel
Accomplishments
- - Successfully managed 100–150 client interactions daily while maintaining service quality.
- - Consistently achieved or exceeded service KPIs, including turnaround time and issue resolution rates.
Timeline
Customer Service Representative
Diamond Trust Bank
01.2021 - 03.2025
Customer Service Representative & Head of Customer Service Week
Spring Board Capital
01.2021 - 01.2021
Customer Service Agent
Virtuelle
01.2020 - 01.2020
Intern
International Transformation Foundation
01.2018 - 01.2018
Bachelor of Arts - International Relations and Diplomacy
Riara University
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