Eugene Sila
Customer Experience Executive
Nairobi, Nairobi Province,30
Summary
Dynamic professional with a proven track record in enhancing customer experience through exceptional service and effective complaint handling. Excelled in teamwork and collaboration, boosting customer satisfaction significantly. Skilled in CRM software and adaptability, demonstrating a commitment to professional development and operational excellence.
Overview
10
10
years of professional experience
Work History
Customer Experience Executive
Safaricom Public Limited
11.2016 - Current
- Providing exceptional customer service, resolving complaints promptly and professionally to maintain client satisfaction levels.
- Achieved established KPIs for company and individual performance through teamwork and focus on customers.
- Built customer confidence by actively listening to concerns and giving resolutions.
- Reduced customer complaints by proactively identifying issues and implementing targeted solutions.
- Enhanced customer satisfaction by implementing efficient problem-solving techniques and providing personalized assistance.
- Trained and motivated new associates on daily routines to sustain business productivity.
- Conducted regular performance reviews with team members, fostering professional development and improved service quality.
- Collaborating with team members to develop and execute initiatives aimed at improving overall customer experience.
Telesales Executive
Absa Bank
03.2016 - 11.2016
- Managed a database of leads, ensuring timely follow-up calls and accurate recordkeeping.
- Increased average call duration by refining scripts for better engagement with potential customers.
- Boosted sales revenue by implementing effective telesales strategies and techniques.
- Collaborated with team members to increase overall sales performance, sharing best practices and offering support where needed.
- Negotiated deals with clients for increased profitability while maintaining long-lasting professional relationships.
- Provided exceptional customer service, resolving complaints promptly and professionally to maintain client satisfaction levels.
- Participated in regular training sessions to stay up-to-date on product knowledge and enhance selling skills.
- Identified potential upselling opportunities by thoroughly understanding client needs during phone conversations.
Operations Clerk
Clovers Management And Training Consultants
10.2014 - 10.2015
- Updated and maintained customers' account details obtained from their applications and change mandate from Absa Bank KYC department.
- Coordinated with team members to ensure timely completion of assigned tasks, addressing any bottlenecks/barriers proactively – driving smooth daily operations within the department unit.
- Amended customer accounts through the retrospective analysis of customer data/information.
- Scanned and captured of customer data electronically.
- Updated loan accounts of customers according to interest changes.
- Amended Debit and Credit cards to recent details as specified by the customers.
Education
No Degree - Human Resources Management
University of Nairobi
Nairobi, Kenya 04.2001 -
Diploma in Business Management - Business Management
University of Nairobi
Nairobi, Kenya 04.2001 -
Kenya Certificate of Secondary Education -
Komothai Boys High School
Kiambu, Kenya 04.2001 -
Skills
Complaint Handling
Customer Feedback Analysis
Brand representation
CRM software proficiency
Customer Service
Effective Communication
Adaptability and Flexibility
Decision-Making
Customer Billing
Reliability
Teamwork and Collaboration
Working out and Playing football.
I like staying fit to maintain a healthy lifestyle and I am passionate about football.
Timeline
Customer Experience Executive
Safaricom Public Limited
11.2016 - Current
Telesales Executive
Absa Bank
03.2016 - 11.2016
Operations Clerk
Clovers Management And Training Consultants
10.2014 - 10.2015
No Degree - Human Resources Management
University of Nairobi
04.2001 -
Diploma in Business Management - Business Management
University of Nairobi
04.2001 -
Kenya Certificate of Secondary Education -
Komothai Boys High School
04.2001 -
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