Eunice Simiuyu
Wananchi Group (Zuku)
Nairobi
6
years of professional experience
Customer Service Executive with over 2 years of experience in high-volume call centre environments handling inbound and outbound customer interactions. Skilled in customer support, complaint resolution, account management, billing inquiries, CRM systems, and technical support. Proven ability to maintain high customer satisfaction, exceed performance targets, and resolve customer issues efficiently. Strong communication, problem-solving, multitasking, and relationship-building skills.
Work History
Customer Service Executive
1 Year 3 Months- Handle 80-120 customer calls daily while maintaining high service quality.
- Resolve customer inquiries and complaints promptly and professionally.
- Maintain customer satisfaction ratings above 95%.
- Record customer interactions accurately using CRM systems.
- Assist customers with account management, billing inquiries, and product information.
- Process service requests, account updates, and subscription changes.
- Escalate complex customer issues following company procedures.
- Meet and exceed KPIs, including call quality, response time, and customer satisfaction.
Customer Service Executive
1 Year 9 Months- Responded to customer inquiries through phone and other communication channels.
- Resolved customer complaints while ensuring a positive customer experience.
- Provided technical support and troubleshooting assistance.
- Managed customer accounts and updated customer information accurately.
- Processed service requests and account changes.
- Educated customers on products, services, and company policies.
- Promoted company products and value-added services.
- Escalated complex issues to relevant departments.
- Consistently achieved performance and quality targets.
- Built and maintained strong customer relationships.
Sales Assistant
5 Months- Assisted customers with product selection and purchases.
- Provided product recommendations and excellent customer service.
- Processed sales transactions using POS systems.
- Maintained product displays and organized merchandise.
- Managed inventory replenishment and stock organization.
- Handled customer inquiries and resolved concerns professionally.
- Supported promotional campaigns and sales initiatives.
- Maintained a clean and welcoming retail environment.
Education
Computer Packages Certificate
Certificate in Tourism & Hospitality
Kenya Certificate of Secondary Education (KCSE)
Kenya Certificate of Primary Education (KCPE)
Skills
Customer Service
Inbound & Outbound Calls
Complaint Resolution
Customer Relationship Management (CRM)
Technical Support
Account Management
Billing Support
Upselling & Cross-selling
Active Listening
Problem Solving
Time Management
Multitasking
Data Entry & Documentation
Team Collaboration
Call Quality Assurance
Microsoft Office Suite
Accomplishments
- Maintained customer satisfaction scores above 95%.
- Managed high-volume workloads of up to 120 customer calls per day.
- Consistently exceeded departmental KPIs for call quality and response time.
Timeline
Customer Service Executive
Wananchi Group (Zuku)
05.2025 - CurrentRead More
Customer Service Executive
Nakama Tech (Airtel)
02.2023 - 11.2024Read More
Sales Assistant
Legassy Beauty Spot
06.2020 - 11.2020Read More
Napara Primary School
Kenya Certificate of Primary Education (KCPE)
Read More
St. Jude High School
Kenya Certificate of Secondary Education (KCSE)
Read More
Kakuyuni Vocational Training Center
Certificate in Tourism & Hospitality
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Intro Technology Computer Training
Computer Packages Certificate
Read More