Esther Muthoki
Customer Service
Nairobi
Summary
Experienced professional seeking a responsible and challenging position in a reputable organization. Utilizes extensive training and skills in call center, customer service, sales, and marketing. Well-equipped to contribute to company growth and success with over 6 years of call center and customer experience, along with 8 months of sales and marketing experience. Also brings 4 years of customer service and KYC (Know Your Customer) expertise to provide exceptional service.
Overview
13
13
years of professional experience
13
13
years of post-secondary education
Work History
Call Centre/Customer Service, Team Leader, Assistant Supervisor and Assistant Quality Analyst
D.light Solar Company and Silver – Dean Co Ltd
08.2020 - Current
- Identifying the training needs of team members to ensure continuous improvement and performance
- Conducting regular training sessions and onboarding new agents to ensure they are equipped to meet the company's customer service standards
- Monitoring calls and evaluating the performance of agents, ensuring that customer interactions meet the company’s quality standards
- Calibration sessions for consistent evaluation of call handling and maintaining service excellence
- Performing due diligence on new customers, including reviewing KYC (Know Your Customer) documentation, and conducting risk assessments to verify customer information
- Communicating efficiently with internal and external parties to obtain and verify KYC documents
- Ensuring accuracy and compliance with KYC policies and regulations, capturing data with precision
- Managing queue operations to ensure a balanced workload and service efficiency
- Ensuring that team schedules (snacks, lunch, log-in, and log-out times) are adhered to for optimal operations
- Releasing held payments that were made to incorrect accounts, ensuring resolution and proper documentation
- Ensuring data accuracy in all KYC forms and processing amendments to client records as needed
- Overseeing daily operations and stepping in to run the team when required by the supervisor
- Managing a team within a specific region, ensuring adherence to rules, regulations, and performance expectations
- Reporting high-risk clients and taking the necessary steps to mitigate any potential risks to the business
- Thoroughly understanding the client’s business/job profile to assess loan eligibility and ensure the customer qualifies for the requested services
- Promoting awareness of our service platform to new customers, assisting in the onboarding process
- Running daily reports for the team, as tasked by the supervisor, to track performance and monitor team progress
- Ensuring that all internal and external compliance and quality monitoring procedures are met
Call Centre/Customer Experience & Credit Collection Agent
Grola Tech Limited
03.2020 - 06.2020
- Act as a neutral mediator between customers and the company to resolve disputes
- Work towards finding mutually beneficial solutions while adhering to company policies and procedures
- Provide accurate and timely information to customers regarding their account details, such as account balances, account numbers, payment history, and outstanding dues
- Ensure that all account-related queries are handled efficiently and in a professional manner
- Maintain detailed records of customers' financial status, including outstanding balances, payment histories, and any agreements made regarding repayment
- Document collection efforts and actions taken within the company's system to ensure proper tracking of recovery progress
- Attend both scheduled and unscheduled client meetings to discuss payment issues, address concerns, and provide solutions for outstanding debts
- Build positive rapport and communication with clients during these meetings to ensure clarity and resolution of any financial matters
- Organize, manage, and implement the most effective debt recovery strategies in line with the company’s policies and local regulations
- Continuously assess the success of different recovery methods and adapt strategies to ensure the highest success rate
- Engage with customers via telephone to identify reasons for overdue payments and explore ways to resolve payment issues
- Discuss and review the terms of credit agreements, offering potential solutions for the settlement of debts in manageable terms
- Ensure the integrity of customer data is maintained at all times, keeping all customer details confidential as per company policies and applicable laws
- Follow stringent guidelines for data protection and privacy while interacting with clients or updating records
- Provide customers with practical advice and strategies for clearing outstanding debts while emphasizing the importance of timely payments
- Clearly communicate the potential consequences of non-payment, such as damage to credit ratings or legal action, while maintaining a compassionate and customer-focused approach
Call Centre/Customer Experience & Credit Collection Agent
D.light solar company
02.2018 - 02.2020
- Efficiently channel client requests and complaints to the appropriate department for timely resolution and support
- Take action on aged customer debts, implementing appropriate debt collection processes to recover outstanding balances
- Assist clients by offering comprehensive details about our products, the purchasing process, and after-sales services to ensure satisfaction
- Deliver a high-quality customer experience by ensuring a swift and effective response to all customer inquiries and requests
- Accurately receive and process customer orders in a timely manner, ensuring customer satisfaction
- Actively promote company products or services, fostering customer interest and engagement to drive sales
- Follow up with customers to address any outstanding questions or concerns, ensuring satisfaction
- Identify and escalate unresolved or complex customer issues to supervisors for further investigation and resolution
- Record and report customer feedback to identify areas for improvement and enhance the overall customer experience
- Maintain and update the customer database regularly, adding relevant notes for each customer to ensure seamless interactions and personalized service
Sales Officer
Faulu Microfinance Bank
01.2017 - 07.2017
- Consistently meeting and exceeding sales goals to contribute to the bank’s growth and performance
- Actively seeking and securing new deposit accounts, ensuring growth in the bank’s deposit base
- Assessing loan applications, ensuring clients meet the bank’s eligibility criteria, and facilitating the disbursement of approved loans
- Promoting the bank’s products and services, driving customer acquisition by educating prospects on available banking solutions
- Providing top-notch service to both existing and prospective clients, addressing their banking needs and concerns effectively
- Building and maintaining strong relationships with clients, handling queries, and ensuring overall client satisfaction with the bank’s offerings
- Supervised, trained and mentored staff of resulting in consistent team achievement.
Intern
National Museums of Kenya
05.2016 - 07.2016
- Conducted surveys with clients to familiarize them with museum venues and services, ensuring their needs were met
- Assisted clients with the payment structure and processed payments, maintaining accurate records
- Regularly updated the organization’s event calendar to reflect upcoming events and schedules
- Informed clients about museum house rules and event hosting requirements, ensuring agreements were signed for compliance
- Acted as an event host, overseeing activities to ensure adherence to venue policies and regulations
Marketing Executive
Kenya Power
09.2011 - 10.2011
- Develop and implement marketing strategies to promote the adoption of pre-paid meters across various customer segments
- Conduct market research to understand customer preferences, needs, and challenges related to pre-paid metering
- Coordinate with sales teams to effectively distribute and introduce pre-paid meters to target communities and regions
- Educate customers about the advantages of pre-paid meters over traditional post-paid meters, emphasizing control over consumption and flexibility in payments
- Create and deliver informational content, such as brochures, videos, or seminars, that explain how pre-paid meters work and the various types available
- Organize community outreach programs, workshops, or webinars to ensure customers understand how to transition to or start using pre-paid meters
- Inform customers about the available e-payment channels and platforms for pre-paid meter recharges (mobile money, online payment systems, etc.)
- Provide step-by-step guidance on how to use e-services for meter top-ups, emphasizing ease and convenience
- Work with the technical team to resolve issues related to payment systems and improve the customer experience
- Collect and analyse customer feedback to continuously improve the marketing and educational approach regarding pre-paid meters
- Address customer inquiries and concerns about pre-paid meters, ensuring a high level of customer satisfaction
Education
Diploma - mass communication and journalism
Magenta Training Institute
01.2013 - 01.2015
Certificate - servant leadership and entrepreneurship skills
Doulos school of excellence
KCSE - Kenya Certificate Of Secondary Education
Mumbuni Girls Secondary School
01.2006 - 01.2010
KCPE - Kenya Certificate Of Primary Education
Busara Primary School
01.1998 - 01.2005
Skills
- Leadership & Organization
- Adaptability
- Patience
- Empathy
- Listening Capacity
- Self-Control
- Effective Listening
- Time Management
- Ability to Use Positive Language
- Problem-solving
- Flexibility
- Willingness to Learn & Improve
- Understanding of Products & Services Experience
Accomplishments
- KYC Training Script Development (Silver-Dean Groups Limited)
- Team Lead Understudy (Silver-Dean Groups Limited)
- Top 5 in Debt Collection (2020, Grola Tech Limited)
- Highest Debt Collection Achievements (2019, D.light Solar Company)
Summary Of Qualifications - Experience
Over 6 years’ experience in call center and customer experience, 8 months experience in sales and marketing, 4 years of experience in customer service/ KYC
Timeline
Call Centre/Customer Service, Team Leader, Assistant Supervisor and Assistant Quality Analyst
D.light Solar Company and Silver – Dean Co Ltd
08.2020 - Current
Call Centre/Customer Experience & Credit Collection Agent
Grola Tech Limited
03.2020 - 06.2020
Call Centre/Customer Experience & Credit Collection Agent
D.light solar company
02.2018 - 02.2020
Sales Officer
Faulu Microfinance Bank
01.2017 - 07.2017
Intern
National Museums of Kenya
05.2016 - 07.2016
Diploma - mass communication and journalism
Magenta Training Institute
01.2013 - 01.2015
Marketing Executive
Kenya Power
09.2011 - 10.2011
KCSE - Kenya Certificate Of Secondary Education
Mumbuni Girls Secondary School
01.2006 - 01.2010
KCPE - Kenya Certificate Of Primary Education
Busara Primary School
01.1998 - 01.2005
Certificate - servant leadership and entrepreneurship skills
Doulos school of excellence
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