Travelling
Fraciah Wakonyo
Customer Care Support
Nairobi, Nairobi Province,Nairobi
Summary
Proven professional with a track record of enhancing customer loyalty and streamlining data processes at companies like Influx. Expert in administrative support and creative problem-solving, I excel in high-pressure environments, significantly improving client satisfaction and operational efficiency. Skilled in complaint resolution and staff training, my approach boosts productivity and accuracy across teams.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Influx
Kenya
03.2019 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Transcriptionist
Infosense Limited
Kenya
09.2015 - 05.2017
- Enhanced transcription accuracy by diligently proofreading and editing final documents.
- Followed specific guidelines and style rules to meet clients' requirements and maintain consistency.
- Verified accuracy of transcribed material prior to finalization.
- Optimized transcription process by utilizing advanced software tools, resulting in increased productivity.
- Maintained strict confidentiality with sensitive information, ensuring client trust and privacy.
- Increased client satisfaction by providing timely and accurate transcriptions for various industries.
- Maintained logs of incoming dictation projects and transcription records.
Data Entry Analyst
Northwest Offshore Limited
Nairobi
08.2017 - 01.2019
- Completed data entry tasks with accuracy and efficiency.
- Ensured data integrity by consistently cross-referencing sources and double-checking entered information.
- Performed thorough audits of existing databases to identify discrepancies and rectify inaccuracies as necessary.
- Delivered consistent quality results under tight deadlines, ensuring timely completion of essential tasks and assignments.
- Trained new employees on proper data entry procedures, reducing learning curve and time-to-competency ratios.
- Assisted management in identifying areas for process improvement, leading to more accurate data entry results.
Customer Service Cashier
Subaru Kenya
Kenya
05.2012 - 07.2015
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
- Processed customer orders and accurately handled payment transactions.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Counted money in drawers at beginning and end of each shift.
- Developed and managed relationships with customers to increase customer loyalty.
- Managed cash register operations accurately, reducing the risk of shortages or overages in daily reconciliations.
- Enhanced customer satisfaction by efficiently handling transactions and addressing inquiries.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Answered product questions using knowledge of sales and store promotions.
Education
Computer And Information Sciences
KCITI Campus
Nairobi Business Administration
Compuera College
Nairobi Skills
Retail store support
Administrative support
International sales support
Sales expertise
Creative problem solving
Strategic sales knowledge
Customer support
Money handling abilities
Professional telephone demeanor
Complaint resolution
Staff education and training
Accomplishments
I have over 5years experience in customer service, care, support and success
Interests
Learning new skills
Reading books
Helping the less fortunate
Adventure
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative
Influx
03.2019 - Current
Data Entry Analyst
Northwest Offshore Limited
08.2017 - 01.2019
Transcriptionist
Infosense Limited
09.2015 - 05.2017
Customer Service Cashier
Subaru Kenya
05.2012 - 07.2015
Computer And Information Sciences
KCITI Campus
Business Administration
Compuera College