Proficiency with office suites
FLORENCE NJERI NGANGA
CUSTOMER SERVICE REPRESENTATIVE
Nairobi
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.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Travel Consultant
GRAJOWA TRAVEL AGENCY
01.2023 - 09.2025
- Developed personalized travel itineraries for clients, enhancing their travel experiences through tailored solutions and exceptional service.
- Managed booking processes for domestic and international travel, ensuring accuracy and compliance with client preferences and industry standards.
- Researched and analyzed travel trends to provide clients with insightful recommendations, improving overall satisfaction and loyalty.
- Collaborated with suppliers and vendors to negotiate competitive rates and secure exclusive offers, resulting in improved client value and satisfaction.
Customer Service Representative
GENERAL MASTERS LIMITED
01.2020 - 03.2022
- Delivered exceptional customer support by resolving inquiries and complaints, enhancing overall customer satisfaction and loyalty.
- Managed customer accounts efficiently, ensuring accurate information and timely updates to maintain service continuity.
- Streamlined communication processes between departments, resulting in improved response times and enhanced operational efficiency.
- Developed comprehensive knowledge of product offerings, enabling precise guidance to customers and boosting sales opportunities.
Receptionist
JAZEERAT AL HAI CONTRACTING LLC
03.2018 - 03.2021
- Managed front desk operations, greeting clients and visitors professionally to ensure a positive first impression.
- Coordinated appointment scheduling and maintained calendars to optimize office workflow and staff productivity.
- Handled multi-line phone systems, directing calls efficiently to appropriate personnel, enhancing communication efficiency.
- Processed incoming and outgoing correspondence, ensuring timely and accurate delivery of important documents.
- Assisted in onboarding new staff by providing orientation and training on office procedures and systems.
- Developed and implemented filing systems, improving document retrieval times and office organization.
Education
Bachelor of Science - Accounting And Finance
CATHOLIC UNIVERSITY OF EAST AFRICA
Nairobi, Nairobi Province, Kenya 04.2001 -
DIPLOMA IN ELECTRICAL ENGINEERING - ELECTRICAL ENGINEERING
KENYA INSTITUITE OF DEVELOPMENT STUDIES
NAIROBI 04.2001 -
Skills
Supplier negotiation
Communication efficiency
Onboarding assistance
Customer feedback analysis
Client communication
Filing system implementation
Social media
Exceptional customer service
Operational efficiency
Sales opportunities
Software
Database management ie SQL
Collaboration tools ie zoom,skype
Certification
[Area of certification], [Company Name] - [Timeframe]
Timeline
Travel Consultant
GRAJOWA TRAVEL AGENCY
01.2023 - 09.2025
Customer Service Representative
GENERAL MASTERS LIMITED
01.2020 - 03.2022
Receptionist
JAZEERAT AL HAI CONTRACTING LLC
03.2018 - 03.2021
Bachelor of Science - Accounting And Finance
CATHOLIC UNIVERSITY OF EAST AFRICA
04.2001 -
DIPLOMA IN ELECTRICAL ENGINEERING - ELECTRICAL ENGINEERING
KENYA INSTITUITE OF DEVELOPMENT STUDIES
04.2001 -