Evalyne Kanyi
Nairobi, Nairobi Province
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. I am an organized and ambitious individual with a great passion for communication and organization. I am also highly reliable and experienced in integrating effective critical thinking, judgement and decision making to improve the customer experience and advance client goals.
Overview
9
9
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
VIOLET CONSULTANCY FIRM
Perth, Australia (Remote)
01.2021 - 08.2024
- Communicating with customers through various channels (emails, chat, phone)
- Document knowledge as solution articles
- Processing orders, forms, applications, and requests
- Communicating and coordinating with colleagues, as necessary
- Ensure customer satisfaction and provide professional customer support
- Keeping records of customer interactions, transactions, comments, and complaints
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Identified and resolved discrepancies and errors in customer accounts.
- Sought ways to improve processes and services provided.
- Trained new personnel regarding company operations, policies and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
SOCIAL MEDIA MANAGER & VA
OSHWAL RELIEF BOARD
01.2017 - 11.2020
- Created social media traffic through content creation and post scheduling
- Utilized hubspot to track all interactions within and outside the company
- Collaborated with other teams to manage client inquiries and improve client satisfaction
- Provided general administrative support services
- Identifying current trends in customer interactions
- Provided data entry services by creating spreadsheets, metrics and reports
- Managed multiple social media platforms, ensuring a consistent brand voice and message.
- Boosted engagement rates with the creation of compelling and visually appealing content.
- Optimized posting schedules based on platform-specific analytics to maximize content visibility.
- Successfully built a loyal following by consistently sharing valuable content that resonated with the target audience.
CONTENT WRITER
AFRICAN VIBES MAGAZINE
Los Angeles (Remote)
03.2015 - 01.2017
- Wrote and edited high quality content and visually impactful programs
- Revised and edited programs before publication
- Managed competing deadlines with efficiency
- Wrote advertising material for use by publication, broadcast or internet media to promote sale of goods and services
- Produced original, creative content for promotional advertisements and marketing materials
- Developing content for blogs, articles, product descriptions, social media, and the company website
- Customized brand message to reach and capture target audience interest and drive engagement
- Completed thorough research into assigned topics.
- Improved content quality by conducting thorough research and incorporating industry trends.
- Proved successful working within tight deadlines and a fast-paced environment.
- Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.
Education
DIPLOMA - BUSINESS MANAGEMENT
UNIVERSITY OF NAIROBI
Nairobi, Kenya01.2018
DIGITAL MARKETTING -
UNIVERSITY OF NAIROBI
Nairobi01.2015
Skills
- Customer Service
- Email Management
- Social Media Management
- Problem Solving
- Organization
- Tech savvy
- Empathy
- Creative writing
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Computer Proficiency
- Complaint Handling
- Live chat support
Timeline
CUSTOMER SERVICE REPRESENTATIVE
VIOLET CONSULTANCY FIRM
01.2021 - 08.2024
SOCIAL MEDIA MANAGER & VA
OSHWAL RELIEF BOARD
01.2017 - 11.2020
CONTENT WRITER
AFRICAN VIBES MAGAZINE
03.2015 - 01.2017
DIPLOMA - BUSINESS MANAGEMENT
UNIVERSITY OF NAIROBI
DIGITAL MARKETTING -
UNIVERSITY OF NAIROBI