Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

ELSIE NYAWIRA

CUSTOMER SERVICE REPRESENTATIVE/ VIRTUAL ASSISTANT.
NAIROBI

Summary

Dependable professional with experience providing administrative, organizational and customer service support in virtual environments. Proficient in MS Office, G Suite, Shopify, Gorgias, Asana, Slack and other productivity tools. Possess strong communication and problem-solving skills with time management expertise to consistently meet objectives.

Overview

7
7
years of professional experience
2020
2020
years of post-secondary education
3
3
Languages

Work History

Virtual Assistant

TALENT POP.
09.2022 - Current
  • Monitored emails, organized inbox, and prioritized messages for supervisor.
  • Set up virtual Zoom meetings, invited guests and disseminated agendas.
  • Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
  • Maintained a professional online presence for executives by managing social media accounts and email correspondence.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

CUSTOMER SERVICE REPRESENTATIVE

Majorel
05.2020 - 08.2022
  • As a call centre agent my duties included-:
  • Manage large amounts of outbound calls -Negotiate payoff deadlines and payment plans
  • Handle customers' questions or complaints -Contacting debtors to inquire of their payment status
  • Analysed the customers' financial situation and offered the best payment solutions
  • Performed collection calls on assigned accounts in my queue
  • In Required instances troubleshooting for the customer.
  • Addressed technical difficulties by quickly identifying and troubleshooting customer issues to achieve timely first-time resolution.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

CUSTOMER SERVICE REPRESENTATIVE

CCI KENYA, SPIRIT AIRLINE
01.2018 - 04.2020
  • As a customer service representative with an airline my tasks included -: -Answering questions about flight schedules, prices, and other airline information that helps customers book travel plans -Processing customer reservations by confirming details with customers via phone or computer -Processing refunds for delayed or canceled flights by communicating with travel agencies or airlines to obtain authorization for refunds -Processing claims for lost or damaged luggage by gathering information about the damage or loss from passengers and submitting claims to insurance companies on behalf of the airline -Providing information about airport facilities, such as locations of gates, luggage carts, and restrooms -Answering General customer questions on the company.
  • Built rapport with customers through courteous and professional communications.

Education

A-Levels - BASIC HIGH SCHOOL EDUCATION

TALA GIRLS HIGH SCHOOL
MACHAKOS

PRIMARY SCHOOL EDUCATION CERTIFICATE -

Josnah Primary School
NAIROBI, KENYA

Bachelor of Arts - History and Economics

EGERTON UNIVERSITY
NAKURU, KENYA

Skills

SKILLS AND COMPETENCIES;

Calendar management

Target Driven

Conflict Resolution

Ability to understand process efficiency

Emotional Resilience

Leadership skills

Track record of Achieving Quota

Strong Phone and verbal communication skills, with active listening skills

Familiar with CRM systems and Practices ie jira service desk, zendesk, freshdesk, zoho, shopify, giorgias, amaze

Customer needs analysis

Call centre experience

Remote teamwork

Active listening

Customer data management

Live chat support

Team leadership

Customer Focus and adaptability to different personalities

Able to Multitask and Identify priority issues first

Great Typing Speed

Timeline

Virtual Assistant

TALENT POP.
09.2022 - Current

CUSTOMER SERVICE REPRESENTATIVE

Majorel
05.2020 - 08.2022

CUSTOMER SERVICE REPRESENTATIVE

CCI KENYA, SPIRIT AIRLINE
01.2018 - 04.2020

A-Levels - BASIC HIGH SCHOOL EDUCATION

TALA GIRLS HIGH SCHOOL

PRIMARY SCHOOL EDUCATION CERTIFICATE -

Josnah Primary School

Bachelor of Arts - History and Economics

EGERTON UNIVERSITY

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ELSIE NYAWIRACUSTOMER SERVICE REPRESENTATIVE/ VIRTUAL ASSISTANT.