FIONA AKINYI OTIENO
Customer Service Representative
Nairobi
Summary
Dedicated customer service executive with excellent experience in industry. Maintains professional appearance and demeanor and expertly completes assigned tasks with focus on quality. Dependable and quick-learning team player with effective communication and organization skills.
Overview
10
10
years of professional experience
8
8
years of post-secondary education
Work History
Personal Assistant, Head of customer service executive
Ming Tribe International
12.2019 - 11.2023
- Acting as a first point of contact: dealing with correspondence and phone calls
- Managing and organizing diaries and planning meetings and appointments, often controlling access to the manager/executive
- Managing the travel schedules for the executive and arranging the subsequent accommodation as required
- Organizing events and conferences and the coordination to ensure success
- Reminding the manager/executive of important tasks and deadlines
- Managing databases and filing systems
- Representing the CEO by direction and attending meetings / summits on behalf of the CEO
- Updating and maintaining the standard Operating Procedures for the Administration Systems
- Liaising with staff, suppliers, and clients to ensure the right orders are fulfilled appropriately
- Customer service duties
- Created a culture and processes which achieved the business set goals and objectives with regards to their customer service expectations
- Reduction of the cost to serve
- Established incentives with the management approval that Empowered and Engaged the Customer Service Team
- As a result, the morale went up and efficiency was improved
- Revised the standard operating procedures that Enhanced the First Call Resolution
- Identified new tools and technologies to better serve the customer effectively and timely
- Accountable for ensuring full regulatory compliance and legal requirements and Identified any potential risk issues then advised or reported to the management for resolution
- Defining, negotiating and agreeing the effective utilization of resources in line with service specifications, working with, or being responsible for resource planning and MI teams to plan the required resources in conjunction with business objectives and service level agreements to ensure they meet the organization’s business need.
Client Relationship Manager
Africa Plantation Capital
02.2017 - 08.2019
- Building and maintaining relationships with clients and key personnel within customer companies
- Alerting the sales team to opportunities for further sales within key clients
- Letting customers know about other products the company offers
- Attending meetings with clients to build relationships with existing accounts
- Working closely with Account Managers and Sales Consultants
- Carrying out client satisfaction surveys and reviews
- Updating the CRM and ensuring account managers are aware of changes within clients
- Passing leads to the sales team and following up on progress
- Liaising with internal departments to ensure client needs are fulfilled effectively.
Cashier
Nairobi Java House
12.2013 - 04.2015
- Reconciled the cash and credit sales to ensure the accounts were balanced at the start and end of shift and reported any discrepancies to the shift Manager
- In charge of the inhouse sales and cash Register at the Point-of-Sale system
- Resolved customer complaints and provided conflict resolution ensuring that the customers’ needs were duly met
- Customer engagement and assistance within the premise
- In charge of premise maintenance and stock control
- Maintained 100% accountability of cash sales transactions reports as policy required
- Process returned items returns and inspected for damage before refund processing
- First point of contact with all customers for any kind of assistance.
Education
Bachelor of Business Information Technology -
KCA University
01.2015 - 01.2018
Diploma - Business information technology
KCA University
01.2011 - 01.2013
Certificate in secondary school - undefined
Vyulya Girls High School, KCSE
01.2006 - 01.2009
Skills
PERSONAL KEY SKILLS
Database entry
Dedicated team player
Flexible and adaptable
Good communication skills
Calendar management
Client relations
Customer service
Strong communication skills
Time management
Administrative support
Microsoft office proficiency
Reference
Reference
Josephine Kibibi
Hr Manager, Mingribe International (formerly)
phone number: +254 728794890
email: jmaonga4@gmail.com
Lee Mwangi
Head of Administration &ICT, Africa plantation capital
phone number: +254 710882413
email: leemwangi@africaplantation .com
Timeline
Personal Assistant, Head of customer service executive
Ming Tribe International
12.2019 - 11.2023
Client Relationship Manager
Africa Plantation Capital
02.2017 - 08.2019
Bachelor of Business Information Technology -
KCA University
01.2015 - 01.2018
Cashier
Nairobi Java House
12.2013 - 04.2015
Diploma - Business information technology
KCA University
01.2011 - 01.2013
Certificate in secondary school - undefined
Vyulya Girls High School, KCSE
01.2006 - 01.2009
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