ELIZABETH KINYANJUI
Thika Kiambu
Summary
Dynamic professional with a proven track record in customer service and conflict resolution, honed at Airwave Properties Limited. Skilled in customer relationship management and adept at communication, I excel in transforming customer challenges into satisfaction, achieving a significant increase in customer satisfaction ratings. Expert in payments processing and complaint handling, I leverage these abilities to foster positive customer relationships and drive success.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Airwave Properties Limited
Nairobi
02.2019 - Current
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Maintained a high level of professionalism when dealing with difficult customers.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Teacher
Holy Rosary Primary School
Thika
01.2016 - 11.2018
- Developed and implemented lesson plans based on curriculum objectives.
- Engaged students through lecture and discussion, increasing classroom interaction to build inclusive learning environment.
- Instructed students in academic subjects such as math, science, language arts, social studies, and history.
- Implemented behavior management strategies to maintain classroom discipline.
- Prepared and graded subject tests for students.
- Organized parent conferences throughout the year to discuss student progress.
- Supervised students throughout day, both in classroom and outside during breaks.
- Created lesson plans and chose supporting materials to promote positive learning experiences.
- Maintained a safe and orderly learning environment for all students.
- Performed student background reviews to ascertain learning deficiencies and strengths to develop tailored lessons based on student needs.
- Tested students' comprehension of subject matter through quizzes, tests and projects.
- Remained calm and patient in student interactions to support individual growth and development.
Teacher
Rev Doctor Ngoima Primary School
Thika
08.2014 - 11.2015
- Developed and implemented lesson plans based on curriculum objectives.
- Engaged students through lecture and discussion, increasing classroom interaction to build inclusive learning environment.
- Instructed students in academic subjects such as math, science, language arts, social studies, and history.
- Met with administrators and department team members to work on curriculum planning and assessment methods.
- Held conferences with parents to address questions, discuss academic progress and encourage learning goals.
- Provided individualized instruction to meet the needs of all students.
- Implemented behavior management strategies to maintain classroom discipline.
- Prepared and graded subject tests for students.
- Organized parent conferences throughout the year to discuss student progress.
- Created lesson plans and chose supporting materials to promote positive learning experiences.
- Maintained a safe and orderly learning environment for all students.
- Enforced school rules and regulations in order to maintain an appropriate learning environment for all students.
- Established positive relationships with parents to ensure effective communication regarding student progress and well-being.
- Managed student behavior in classroom by establishing and enforcing rules and procedures.
Customer Service Representative
Thika Water and Sewerage Company
Thika
01.2011 - 08.2013
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Maintained a high level of professionalism when dealing with difficult customers.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Developed positive relationships with customers through friendly interactions.
- Answered customer inquiries via phone, email, and chat.
- Resolved customer complaints promptly and efficiently.
Sales Associate
Apparel company
Dubai
03.2010 - 09.2010
- Used technology resources to assist customers in locating and selecting items.
- Computed purchases and received and processed cash or credit payment.
- Conducted inventories on a regular basis to track stock levels.
- Assessed customer needs to provide assistance and information on product features.
- Helped customers find specific products, answered questions, and offered product advice.
- Cleaned shelves, counters and tables to maintain organized store.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Answered customer inquiries regarding product features, pricing, and availability.
- Placed special orders or called other stores to find desired items.
- Organized store by returning merchandise to proper areas and restocked displays.
- Greeted customers and provided exceptional customer service.
- Worked with fellow sales team members to achieve group targets.
Education
Some College (No Degree) - Early Childhood Education
Premese Early Childhood Teacher Training Institute
Nairobi 07-2013
Skills
- Customer service
- Conflict resolution
- Customer relationship management
- Payments processing
- Communication skills
- Complaint handling
- Data entry
Languages
English
First Language
Timeline
Customer Service Representative
Airwave Properties Limited
02.2019 - Current
Teacher
Holy Rosary Primary School
01.2016 - 11.2018
Teacher
Rev Doctor Ngoima Primary School
08.2014 - 11.2015
Customer Service Representative
Thika Water and Sewerage Company
01.2011 - 08.2013
Sales Associate
Apparel company
03.2010 - 09.2010
Some College (No Degree) - Early Childhood Education
Premese Early Childhood Teacher Training Institute