ERIC MUKURIA NG'ANG'A
Nairobi
Summary
Dedicated and experienced Customer Service Representative with over a year of hands-on experience in providing high-quality service to clients. Adept at managing customer inquiries through various communication channels and resolving issues efficiently. Proven track record of meeting performance metrics and enhancing customer satisfaction. Proficient in using CRM software and other relevant tools to ensure seamless customer service operations. I am committed to continuous improvement and providing exceptional service to uphold company standards and enhance the customer experience.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Cloud workers Ltd
01.2023 - Current
- Addressed customer inquiries via phone, email, and live chat, ensuring prompt and satisfactory resolution of issues
- Maintained a comprehensive understanding of products and services, providing accurate information and recommendations to customers
- Collaborated with cross-functional teams to resolve complex customer problems, ensuring a seamless customer experience
- Consistently met and exceeded performance metrics, including response time, customer satisfaction ratings, and issue resolution.
Storekeeper - Volunteer
County Commissioners' Office
09.2022 - 12.2022
- Volunteered in the county commissioner's office as a Cleaner first for few months
- After that I have volunteered to be the store keeper till presently
- In charge of Keeping store clean
- Organizing, and stocking with merchandise according to merchandising requirements and business operating plan
- Administering payroll and payroll deductions
- Settling merchandise purchases, including special orders
- Receive, store, and distribute merchandise.
Field Supervisor
National Hygiene Program
02.2022 - 09.2022
- Collaborated with cross-functional teams to identify and resolve customer issues in a timely manner
- Supervised a team of 70 employees to ensure timely completion of projects and adherence to safety protocols
- Scheduled and coordinated tasks and resources to meet customer deadlines
- Retained 60% of the employees to be employed in the county offices
- Ranked the best team player with good teamwork, best work force.
Transcription Editor
Global Internet Fortunes
03.2019 - 04.2022
- Reduced complaints by 20%
- Developed a better understanding of the company's product offerings, creating greater enjoyment of the store's merchandise
- Kept accurate records of all interactions, including customer names, addresses, phone numbers, credit card information, and product sales
- Developed and trained 10 new customer service representatives on the proper handling of customer inquiries
- Increased customer retention by 70% year-over-year.
Transcription Editor
Scribie.com
05.2021 - 01.2022
- Utilized subject-specific terminology and research to accurately transcribe complex topics
- Performed audio and video file conversions for transcription purposes
- Transcribed audio recordings accurately and with high detail, resulting in a 95% accuracy rating
- Increased customer base by 80%.
Education
Bachelor of Commerce - Accounting And Finance
MACHAKOS UNIVERSITY
Machakos, Kenya12-2023
Skills
- Communication Skills
- Active Listening
- Problem-Solving Skills
- Empathy
- Patience
- Product Knowledge
- Time Management
- Conflict Resolution
- Attention to Detail
- Technical Proficiency
- Positive Attitude
- Adaptability
- Typing 70 WPM
- Call Center Operations
- Order Processing
- Order Fulfillment
Academicandprofessionalqualifications
- 2019-2023, Machakos University (Undergraduate), Bachelors of Commerce (Finance)
- 2015-2018, Chania High School, KCSE Certificate
Othertrainingsattended
- 01/02/2023 - 01/06/2023, FOCUS KENYA, National Leadership & Mentorship Summit
- 11/17/2020 - 11/18/2020, ICPAK, Tax Convention Training Conference
Idno
38253361
Attributes
- Team player
- Self-driven
- Reliable
- Honest
- Time conscious
Personal Information
- Citizenship: Kenyan
- Date of Birth: 01/23/01
- Gender: Male
- Marital Status: Single
Languages
English, Swahili (Written & spoken)
Affiliations
- Rugby Player
- Small Business Owner
- Community Youth Leader
Timeline
Customer Service Representative
Cloud workers Ltd
01.2023 - Current
Storekeeper - Volunteer
County Commissioners' Office
09.2022 - 12.2022
Field Supervisor
National Hygiene Program
02.2022 - 09.2022
Transcription Editor
Scribie.com
05.2021 - 01.2022
Transcription Editor
Global Internet Fortunes
03.2019 - 04.2022
Bachelor of Commerce - Accounting And Finance
MACHAKOS UNIVERSITY
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