Evalyne David
Virtual customer service representative
Nakuru
Summary
Customer Service Representative bringing topnotch skills in oral and written communication, active listening and analytical problems solving skills. Enhances customer experiences by employing services oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Equipped with strong problems solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
8
8
years of professional experience
Work History
Chat Support Representative
Dial Africa
09.2023 - 01.2025
- Resolved inconsistencies within customer account details.
- Sought ways to improve processes and services provided.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Created and maintained detailed database to develop promotional sales.
- Met customer call guidelines for service levels, handle time and productivity.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Virtual Customer Service Representative
Delta Consulting Group
03.2021 - 01.2023
- Executed travel arrangements by researching and booking flights and accommodations.
- Researched topics and events to support supervisor's work agenda and projects.
- Completed business correspondence, transcription, and data entry.
- Prepared PowerPoint presentations and ran slide shows remotely for virtual meetings.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Kept extensive contact list updated with new contacts and changes to existing contacts.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Trained new personnel regarding company operations, policies and services.
- Identified and resolved discrepancies and errors in customer accounts.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Cross - trained and provided backup support for organizational leadership.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Online Data Entry Clerk
Rescue.co,
01.2017 - 09.2020
- Verified data files prior to entry to maintain high data accuracy.
- Scanned documents and saved in database to keep records of essential organizational information.
- Completed data entry tasks with accuracy and efficiency.
- Corrected data entry errors to prevent duplication or data degradation.
- Maintained files, records, and chronologies of entry activities.
- Created spreadsheets for more efficient recordkeeping.
- Compared transcribed data with source document to detect and correct errors.
- Checked for accuracy by verifying data and records.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
Education
Information And Communication Technology
Technical University of Mombasa
11.2017
Secretarial
Mount Kenya University
12.2016
Skills
- File maintenance
- Call handling
- Parts ordering
- CRM software
- Billing management
- Appointment scheduling
- Record preparation
- Refunds processing
- Team building
- Professional phone voice
- Complaint resolution
Accomplishments
- Customer follow up -Ensured that customers were satisfied with company products and services by doing purchase follow - up calls.
- Resolved product issue through consumer testing.
Languages
English
Advanced (C1)
Swahili
Bilingual or Proficient (C2)
Timeline
Chat Support Representative
Dial Africa
09.2023 - 01.2025
Virtual Customer Service Representative
Delta Consulting Group
03.2021 - 01.2023
Online Data Entry Clerk
Rescue.co,
01.2017 - 09.2020
Information And Communication Technology
Technical University of Mombasa
Secretarial
Mount Kenya University
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