Nolly Macharia
Nairobi
Summary
Dedicated customer care professional with a proven track record of exceeding service goals and delivering exceptional support tailored to customer needs. Expertise in managing high volumes of incoming and outgoing calls, along with remote requests, complemented by strong organizational, research, and time management skills. Known for thriving in fast-paced call center environments while consistently enhancing customer satisfaction and loyalty. Committed to fostering positive relationships and driving results through effective communication and problem-solving abilities.
Overview
4
4
years of professional experience
Work History
Customer Care Representative
Poa Internet
07.2024 - Current
- Handled 80-100 inbound calls daily via Call Center Studio, resolving customer queries and complaints with a first-contact resolution rate of over 90%.
- Provided technical support for internet connectivity issues using Freshdesk and Icon, contributing to a 15% reduction in average issue resolution time.
- Logged and updated customer interaction details in Icon and Admin systems, maintaining 100% accuracy in customer records.
- Streamlined call handling processes by navigating between multiple systems (Icon, Freshdesk, Admin, Call Center Studio) to access client data, troubleshoot, and escalate issues as needed.
- Conducted daily follow-up calls to verify service satisfaction and ensure issue closure, contributing to an overall 92% customer satisfaction score.
- Collaborated with the technical support and field operations teams to resolve escalated cases, with 95% closed within 24 hours.
- Contributed to team success by consistently exceeding KPIs in areas such as call handling time, resolution rate, and customer feedback.
- Maintained high-level product knowledge through ongoing training, achieving top-tier internal quality scores in customer communication.
Customer Care & Call Centre Agent (contract)
Techno Brain BPO
12.2023 - 04.2024
- Maintained customer records and handled high volumes of calls.
- Provided technical support for IT products and services.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Coordinated with cross-functional teams to ensure seamless service delivery.
- Streamlined internal processes for improved efficiency and productivity within the agency.
- Enhanced client portfolio by identifying and securing new partnerships.
- Leveraged CRM software to track client interactions and identify sales opportunities.
- Documented customer interactions and resolutions.
- Upsold and cross-sold additional products.
- Collaborated with team members for efficient problem resolution.
Direct Sales Representative
Kenya Commercial Bank
02.2023 - 10.2023
- Delivered compelling sales presentations that highlighted key features and benefits of Bank products and services, resulting in increased conversion rates.
- Collaborated with team members to exceed sales targets, fostering a competitive yet supportive environment.
- Recorded accurate and efficient records in the customer database.
- Set and achieved company-defined sales goals.
- Identified new business opportunities through cold calling, networking, marketing, and prospective database leads.
- Contributed to event marketing, sales, and brand promotion.
- Forwarding customer feedback complaints to the Branch manager.
Office Administrator
Tunza Commercial Agency
02.2022 - 01.2023
- Increased efficiency in the office by streamlining administrative processes and implementing new organizational systems.
- Supported administrative tasks such as appointment scheduling and message-taking, improving overall office efficiency.
- Executed day-to-day admin tasks, including filing, photocopying documents, and inputting data into internal systems.
- Increased productivity by handling administrative tasks such as booking meetings, managing incoming calls, greeting clients, and managing office supplies inventory.
Customer Care Intern
Vision Afrika Sacco Society Limited
09.2021 - 11.2021
- Enhanced customer satisfaction by responding to 90%+ of inquiries within first contact, ensuring clear and accurate information delivery.
- Retrieval and filling of support documents for both internal and external use.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Learned and supported the tellering process, handling client deposits and transactions under supervision.
- Delivered cheques to suppliers and learned proper documentation and delivery protocols to maintain accountability.
- Shadowed senior officers to understand Sacco operations, customer engagement strategies, and financial service processes.
- Taught how to handle cash transactions and client deposits as a teller, handling Ksh 100,000+ with zero discrepancies and full audit compliance.
- Engaged in marketing and loan recovery support, observing and assisting in follow-up processes for overdue accounts.
Education
Virtual Assistance Course - Virtual Assistance
ALX_AFRICA
09.2024
Artificial Intelligence Career Essentials - Artificial Intelligence
ALX-AFRICA
07.2024
Bachelor of Commerce - Finance
KABARAK UNIVERSITY
12-2021
Skills
- Proficient in active listening
- Effective issue resolution
- Customer support expertise
- Proficient in financial principles
- Effective time management
- Proficient in CRM tools
- Analytical problem-solving
- In-depth product knowledge
- Effective communication
- Emotional intelligence
- Effective team collaboration
- Proficient in computer applications
Languages
English
Bilingual or Proficient (C2)
Swahili
Bilingual or Proficient (C2)
Hobbies and Interests
- Community empowerment: Social work and development programs
- Reading: Literature and inspirational books
- Travelling
References
Maureen wambui
K.C.B BANK( Manager sqc)
Phone: 0719771669
Email:wambuimaureen50@gmail.com
Ann Wambugu
Vision Afrika Sacco( Manager)
Phone:0724021792
Email:info@visionafrika.co.ke
David Kinyuru
Tunza commercial Agency( Manager)
Phone:0722435598
Email:d1macharia94@gmail.com
Maina Waiganjo
Kabarak University(Director-Nakuru Town Campus)
Phone:0722337207
Email:mwaiganjo@kabarak.ac.ke
Lydiah Onyango
Poa! Internet( Team-Leader)
Phone:0788326814
Email: lydia.onyango@poainternet.net
Timeline
Customer Care Representative
Poa Internet
07.2024 - Current
Customer Care & Call Centre Agent (contract)
Techno Brain BPO
12.2023 - 04.2024
Direct Sales Representative
Kenya Commercial Bank
02.2023 - 10.2023
Office Administrator
Tunza Commercial Agency
02.2022 - 01.2023
Customer Care Intern
Vision Afrika Sacco Society Limited
09.2021 - 11.2021
Virtual Assistance Course - Virtual Assistance
ALX_AFRICA
Artificial Intelligence Career Essentials - Artificial Intelligence
ALX-AFRICA
Bachelor of Commerce - Finance
KABARAK UNIVERSITY
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