Elizabeth Wambui Gatere
Customer Service/support Professional
Nairobi
Summary
Results-oriented call center / Customer Service Representative with more than 5 years of progressive accomplishments in executive and administrative assistance. Dependable achiever, with ability to support complex, deadline-driven objectives. Team Player, Flexible, Excellent leadership qualities. I have experience in cutting across various channels. I work comfortably in a multicultural environment.
Overview
5
5
years of professional experience
Work History
Customer service representative
M-KOPA LTD
02.2025 - 08.2025
- Deliver exceptional customer experience, maintaining a polite and friendly tone at all times.
- Identify and escalate complex problems to the appropriate department or supervisor.
- Meet or exceed performance targets such as call-handling time, first-call resolution, and customer satisfaction scores.
- Stay updated on company products, services, policies, and promotions to provide accurate information.
- Collect customer feedback and relay insights to help improve services and processes.
- Protect customer privacy by complying with data-protection and confidentiality policies.
- Achievements:
- Increased the Customer Satisfaction Score (CSAT) by 15% over a 6-month period by enhancing customer interaction quality, providing prompt resolutions, and improving product knowledge.
- Resolved 88% of escalated customer issues within 24 hours, including technical and payment-related concerns.
- Delivered exceptional customer support by resolving inquiries, resulting in improved customer satisfaction and loyalty.
- Managed order processing and tracking, ensuring timely deliveries and enhancing operational efficiency.
- Trained and mentored new staff members, fostering a collaborative team environment and improving service quality.
- Utilized CRM software to document customer interactions, contributing to streamlined communication and data accuracy.
Inbound Call Center Agent
M-KOPA LTD
08.2024 - 01.2025
- Answering incoming customer call promptly and professionally.
- Handle customer inquiries related to M-KOPA products (solar energy systems), services, payment plans, and account management.
- Address Billing and Payment Concerns
- Offer assistance with product issues or troubleshoot technical problems related to solar devices, like malfunctioning units or connectivity problems.
- Act as the first point of contact for customers with complaints, ensuring that issues are either resolved directly or escalated to higher-level support if necessary.
- Managed high volumes of inbound customer inquiries, improving response times and enhancing customer satisfaction through effective communication.
- Resolved complex customer issues by employing active listening and problem-solving skills, leading to increased first-contact resolution rates.
- Trained and mentored new team members on call handling protocols and systems, fostering a collaborative and efficient work environment.
- Utilized CRM software to track customer interactions and maintain accurate records, ensuring data integrity and compliance with company standards.
Telesales Representative Outbound (Non-Voice/Special Projects)
M-KOPA LTD
05.2024 - 07.2024
- Lead Generation and Prospecting.
- Highlight the features, advantages, and affordability of M-KOPA's solar products, focusing on how they provide accessible, sustainable energy to off-grid customers.
- Provide detailed, clear information about the installation process, payment plans, and the benefits of solar energy in comparison to traditional energy sources.
- Sales Closing and Conversion
- Track and report on important KPIs such as sales conversions, customer response rates, and engagement metrics.
- Executed targeted outbound campaigns to engage potential customers, resulting in increased interest in product offerings.
- Developed tailored sales scripts and presentations, enhancing communication effectiveness and improving lead conversion rates.
- Collaborated with cross-functional teams to identify market trends and customer needs, driving strategic project initiatives successfully.
- Analyzed customer feedback and sales data to refine outreach strategies, optimizing overall telesales performance and results.
Telesales Representative Out bound
M-KOPA
04.2023 - 02.2024
- Dial new leads provided by the company and informing them on current promotions running in the company.
- Work towards converting prospects into paying customers, guiding them through the buying process, and facilitating the sale via direct calling.
- Answering questions of the company
- Enter and update customers information in the database.
- Go to the extra mile to meet quota and future sales.
Collection Officer / Debt Recovery
M-KOPA
04.2023 - 02.2024
- Contacting individuals with overdue debts and actively working to collect payment on those outstanding balances.
- Identifying delinquent accounts
- Negotiating payment plans with active customer who are late on payments.
- Informing customer on repercussions on overdue payments on their devices.
- Escalate Fraud cases for cancellation.
Application Loan Analyst Officer
Momentum Credit
04.2022 - 01.2023
- Processed high volume of loan applications for funding.
- Assisted in completing and verifying information on loan applications.
- Supported other staff members and external lending processors with analyzing loan applications and credit reports to determine the risk involved.
- Use a database to complete tasks needed to resume on foreclosure of a loan.
- Provided excellent customer service to customers during and after their credit transaction.
Direct Sales
M-KOPA KENYA
04.2020 - 03.2022
- Actively prospect and identify potential customers in off-grid areas who would benefit from M-KOPA's solar energy solutions.
- Conduct face-to-face meetings with potential customers to showcase M-KOPA products, addressing any questions and overcoming objections to drive sales.
- Strive to meet or exceed individual and team sales targets set by M-KOPA. This may involve reaching certain sales quotas or key performance indicators (KPIs).
Education
Diploma - Mass communication
Technical University of Kenya
Nairobi12.2019
Certificate - Certified Nursing Assistant
On-call Medical Training Institute
Nairobi, Nairobi Province, Kenya08.2018
Kenya Certificate of Secondary Education - High School
Moi Girls High School
Kenya01.2017
Skills
Customer service Skills
References
MICHAEL, WALTER, DIRECT MANAGER M-KOPA, michaelwalterokuku@gmail.com, +254707 395 722, M-KOPA
BASIC COMPUTER LITERACY
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Email management (Gmail, Outlook, scheduling, attachments)
- Typing and data entry with high accuracy
- File management: creating, organizing, and backing up digital files
MANAGEMENT TRAININGS
- Making new friends and Socializing
- Keeping abreast with what is happening in the world
- Listening to worship songs
Timeline
Customer service representative
M-KOPA LTD
02.2025 - 08.2025
Inbound Call Center Agent
M-KOPA LTD
08.2024 - 01.2025
Telesales Representative Outbound (Non-Voice/Special Projects)
M-KOPA LTD
05.2024 - 07.2024
Telesales Representative Out bound
M-KOPA
04.2023 - 02.2024
Collection Officer / Debt Recovery
M-KOPA
04.2023 - 02.2024
Application Loan Analyst Officer
Momentum Credit
04.2022 - 01.2023
Direct Sales
M-KOPA KENYA
04.2020 - 03.2022
Diploma - Mass communication
Technical University of Kenya
Certificate - Certified Nursing Assistant
On-call Medical Training Institute
Kenya Certificate of Secondary Education - High School
Moi Girls High School