Erick Charo
Customer Care Rep
Nairobi,30
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
2
2
years of professional experience
8
8
years of post-secondary education
2
2
Languages
Work History
Customer Service Representative
CCI KENYA
Nairobi , Nairobi
06.2023 - Current
- Streamlined call center processes for improved efficiency and reduced wait times.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Executive
FINLEY INTERNATIONAL LIMITED
Nairobi
01.2022 - 03.2023
- Collaborated with cross-functional teams to improve overall customer experience within the company.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Bachelor Of Applied Arts - Social Work
University of Nairobi
Nairobi 02.2016 - 11.2019
Kenya Certificate Of Secondary Education -
Kahawa Garisson Secondary
Nairobi 01.2012 - 10.2015
Skills
Data Collection
Timeline
Customer Service Representative
CCI KENYA
06.2023 - Current
Customer Service Executive
FINLEY INTERNATIONAL LIMITED
01.2022 - 03.2023
Bachelor Of Applied Arts - Social Work
University of Nairobi
02.2016 - 11.2019
Kenya Certificate Of Secondary Education -
Kahawa Garisson Secondary
01.2012 - 10.2015
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