EUNICE MURINGI KAGO
Customer Service Executive
Nairobi ,Nairobi
Summary
Accomplished and knowledgeable Customer Management professional with extensive experience in sales, store, and office management. Proven ability as a strategic planner, persuasive contract negotiator, and proficient manager with strong skills in customer relations, technology, and data analysis. Known for being a results-oriented team player with excellent interpersonal and communication skills. Seeking a challenging position in an organization to utilize my expertise and contribute to its success.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
10
10
Certifications
Work History
Customer Experience Executive
Safaricom PLC
02.2018 - Current
- Proactively upsell and cross-sell products to enhance customer satisfaction and revenue growth
- Provide expert assistance on billing inquiries, product features, and service troubleshooting, ensuring timely and effective resolutions
- Handle complex customer complaints with professionalism, aiming for First Contact Resolution (FCR) to enhance customer loyalty
- Collaborate cross-functionally with product development teams by offering valuable customer feedback, aiding in product enhancements and withdrawals
- Resolve transaction discrepancies, including handling reversals, while maintaining an impartial stance during dispute resolutions
- Serve as the key liaison between the customer and internal departments, ensuring smooth communication and resolution of service or billing issues
- Maintain an extensive customer service database, delivering prompt support through phone and email interactions
- Train and mentor new hires, fostering team collaboration and productivity by developing their skills and onboarding them to company standards.
Office Assistant
Super-Mega Construction Ltd.
11.2017 - 02.2018
- Managed high-volume corporate communication via email and phone, ensuring prompt and accurate responses to internal and external inquiries
- Coordinated logistics for organizational events and meetings, ensuring smooth execution and alignment with company goals
- Provided executive-level administrative support to the management team, including scheduling, correspondence, and report preparation
- Scheduled and arranged client meetings, ensuring seamless coordination of calendars and logistics
- Organized complex travel itineraries for management, optimizing schedules and providing hands-on travel assistance when necessary
- Drafted and edited company-wide communications and handled sensitive correspondence, ensuring accuracy and timeliness
- Maintained meticulous records of daily activities and reports, ensuring proper communication with relevant stakeholders.
Office Assistant
Probase Kenya Ltd.
07.2016 - 10.2016
- Streamlined data retrieval processes, enhancing efficiency in departmental record-keeping and report compilation
- Managed the Director's daily schedule, including travel arrangements, meeting coordination, and handling sensitive tasks
- Oversaw the preparation of petty cash and payment vouchers, ensuring accurate financial management
- Assisted in payroll processing, including reviewing invoices and maintaining accurate records for suppliers
- Produced and distributed financial and statistical reports, based on routine and ad hoc data sources
- Led the document management process by printing, photocopying, and filing proposals, correspondence, and contracts
- Coordinated logistics for dispatching mail and letters, ensuring timely communication with external parties.
Stores Manager
Comstar Communications
04.2016 - 07.2016
- Oversaw the distribution and management of stock across multiple retail outlets, ensuring optimal inventory levels and minimizing stock shortages
- Developed and maintained an accurate inventory control system, ensuring stock balancing and timely replenishment
- Collaborated with stock distributors and clients to ensure efficient stock exchange and smooth logistics processes
- Coordinated stock clearance from Airtel warehouse and ensured timely delivery to various outlets
- Analyzed stock levels and prepared detailed reports for management, offering recommendations to improve stock flow and reduce wastage
- Processed payroll for store staff, monitored overtime, and accurately recorded all necessary information into the company’s financial system
- Managed the store workload calendar, ensuring the alignment of tasks with business goals and monitoring performance to optimize operations.
Sales Executive
Airtel Kenya Ltd.
08.2014 - 10.2015
- Delivered exceptional customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction in all sales transactions
- Managed the daily operations of Airtel Money services, including processing transactions, monitoring sales activities, and maintaining accurate records
- Developed daily sales reports, ensuring the timely submission of data to the accounting team for reconciliation
- Collaborated with field sales agents to monitor returns, ensuring proper banking of sales proceeds and adherence to financial protocols
- Actively monitored stock levels to prevent shortages, ensuring that all sales agents had the necessary materials to perform effectively
- Supported the marketing and promotional activities of Airtel Kenya by driving sales and providing valuable customer feedback for product improvements.
Education
Bachelors in Business Information Technology - undefined
Mt. Kenya University
01.2024 - Current
Diploma in Supplies and Procurement Management - undefined
Mount Kenya University
01.2013 - 05.2014
Certified Information and Communication Technology (CICT) - undefined
Rware College of Accounts
07.2012 - 05.2012
Kenya Certificate of Secondary Education - undefined
Kerugoya Girls' High School
01.2006 - 05.2009
Certification
Predictive Analytics Essential Training for Executives (06/2023)
References
Available upon request.
Timeline
Bachelors in Business Information Technology - undefined
Mt. Kenya University
01.2024 - Current
Customer Experience Executive
Safaricom PLC
02.2018 - Current
Office Assistant
Super-Mega Construction Ltd.
11.2017 - 02.2018
Office Assistant
Probase Kenya Ltd.
07.2016 - 10.2016
Stores Manager
Comstar Communications
04.2016 - 07.2016
Sales Executive
Airtel Kenya Ltd.
08.2014 - 10.2015
Diploma in Supplies and Procurement Management - undefined
Mount Kenya University
01.2013 - 05.2014
Certified Information and Communication Technology (CICT) - undefined
Rware College of Accounts
07.2012 - 05.2012
Kenya Certificate of Secondary Education - undefined
Kerugoya Girls' High School
01.2006 - 05.2009
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