Esther Muthoni Wambugu
Nairobi
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
12
12
years of professional experience
Work History
Customer Support Executive
Glovo Kenya
Nairobi
03.2022 - 01.2024
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Coordinated referrals and escalations to obtain specialised support.
- Tailored communication style to suit diverse customer demographics, ensuring clarity and positive rapport.
- Implemented stress management techniques for handling high-volume call periods, maintaining composure and professionalism.
- Maximised customer satisfaction by resolving service issues promptly.
Front Desk Receptionist
Image insurance
Nairobi
01.2019 - 01.2021
- Handled booking reservations via phone, email, and in-person with high accuracy and attention to detail.
- Maintained a tidy reception area, ensuring a welcoming environment for all guests.
- Operated multi-line telephone system to take messages, give information and direct callers.
- Managed external correspondence by drafting client emails and letters.
- Carried out basic day-to-day administrative tasks to support staff needs.
- Received and dispersed incoming mail and correspondence, shipping outgoing items daily.
- Managed telephone switchboard, fielded calls with professionalism, and transferred to appropriate departments.
- Managed inventory of front desk supplies and placed orders to avoid shortages.
- Built and maintained courteous and effective working relationships.
Customer Support Executive
Pentagon Properties
Nairobi
01.2013 - 12.2016
- De-escalated negative correspondence to achieve positive outcome.
- Enhanced customer engagement through personalised follow-up communications.
- Provided detailed product information to customers to support informed decision-making.
- Resolved customer complaints with empathy and efficiency, minimising dissatisfaction and promoting loyalty.
- Provided expert advice to customers on product selection based on their needs and preferences.
- Handled incoming telephone calls promptly to minimise customer waiting times and enhance customer satisfaction ratings.
- Maintained excellent customer relationships by efficiently solving queries, complaints and issues.
- Managed inbound customer queries via phone, email, and live chat, providing timely and accurate responses.
- Maintained working knowledge of available products and services for enhanced customer service.
Stock Taker
Hungama Bar and Restaurant
Nairobi
08.2011 - 12.2012
- Compiled inventories of goods received for storage purposes.
- Tracked inventory use and estimated needs for timely reordering.
- Identified and reported damaged or faulty goods, facilitating prompt removal or replacement.
- Digitised important information to improve accessibility.
- Processed expense claims and invoices, ensuring accurate financial records and timely payments.
- Supported office operations by taking on ad-hoc clerical duties.
- Handled photocopying documents, updating files and faxing communications for staff.
- Proofread and corrected different types of documentation.
Education
Diploma of Higher Education - Tours and Travel
Trans Eastern Airlines Aviation College
Nairobi2009
Diploma of Higher Education - Cabin Crew
Trans Eastern Airlines Aviation College
Nairobi2009
Skills
- Decision-Making speed
- Feedback receptiveness
- Customer follow-up
- Positive telephone manner
- Customer-Focused Approach
- Omni-Channel communication platforms
- Negotiation techniques
- Multitasking efficiency
- Tolerance for stressful situations
- Data Entry
- Customer complaint handling
- Outbound follow-up calls
- Customer Service Proficiency
- Sales support provision
- Administrative support
- Language fluency
- Written communication
Languages
6,C2
Education
other,other
References
- David Rupiah
Hungama Bar and Restaurant
Phone No. 0710996627
- Astha Monga
Pentagon Properties
Phone No. 0719549494
- Catherine Mutolo
Image Insurance Brokers Ltd
Phone No. 0786228080
- Lawrence Mutunga
Glovo Kenya
Pentagon Properties626
Timeline
Customer Support Executive
Glovo Kenya
03.2022 - 01.2024
Front Desk Receptionist
Image insurance
01.2019 - 01.2021
Customer Support Executive
Pentagon Properties
01.2013 - 12.2016
Stock Taker
Hungama Bar and Restaurant
08.2011 - 12.2012
Diploma of Higher Education - Tours and Travel
Trans Eastern Airlines Aviation College
Diploma of Higher Education - Cabin Crew
Trans Eastern Airlines Aviation College
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