Francis Wafula
NAIROBI
Summary
Highly motivated and proactive individual with superior customer service and people management skills. Bringing three years of administrative experience and problem-solving skills to deliver customer satisfaction.
Experienced Customer Support, Corporate Communication, Customer Care and Team player with people management skills and ability to work with others to achieve high goals in a fast paced and culturally diverse environment. Excellent interpersonal and communication skills- written and verbal. Team player with people management skills and ability to work with others to achieve high goals in a fast paced and culturally diverse environment. Accomplished Agent with proven track record of exceeding aggressive sales objectives. Known for strong interpersonal skills and to develop loyal customer relationships. Skilled Agent experienced in identifying the needs of the client and working to find a solution promptly and professionally.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Care Assistant (CCA)
M-KOPA
04.2023 - Current
- Stock management, Housekeeping, Customer service, Answering queries and concerns about company's products or services, Processing orders and transactions, Resolving issues and handling customer complaints, Tracking customer service metrics
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within agency.
- Obtained client information by answering telephone calls.
- Established strong customer relationships, building recommendations and loyalty.
- Resolved caller issues quickly and thoroughly.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Delivered exceptional customer service by proactively addressing concerns and fostering positive experience throughout all interactions.
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Developed strong relationships with clients, leading to increased repeat business and referrals.
DELIVERY DRIVER
Kasha Fashions Limited
10.2022 - 04.2023
- Enhanced delivery efficiency by optimizing routes using GPS navigation and mapping tools.
- Verified accuracy of all deliveries against order forms.
- Upheld high standards of professionalism while representing the company during interactions with customers, vendors, and other stakeholders.
- Maintained strong relationships with clients through proactive communication and personalized service.
- Expedited deliveries to meet customer deadlines and requirements.
- Communicated with dispatchers to stay informed of changes to routes and delivery schedules.
- Inspected and maintained delivery vehicles regularly to keep in safe working order.
- Kept detailed mileage and fuel reports to track overall fuel costs.
- Operated light trucks to deliver loads as far as 15 kilometers from home location.
- Delivered packages to customer doorsteps and business offices.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Completed on-time deliveries by choosing best and most efficient routes.
Customer Service Champion
VIVO Agency
04.2022 - 10.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong relationships with customers, fostering trust and improving brand reputation.
- Resolved escalated customer complaints diplomatically, preserving long-term relationships with valued clients.
- Implemented feedback from customers to enhance product offerings and improve overall satisfaction.
- Provided expert advice on product selections, leading customers towards informed purchasing decisions.
- Managed high-stress situations calmly, ensuring positive outcomes for all parties involved.
- Maintained thorough knowledge of industry trends and competitor offerings to better serve customers'' unique needs.
- Assisted in development of training materials for new hires, standardizing procedures across team for consistent service delivery.
- Handled customer inquiries and suggestions courteously and professionally of up to fifty customers per day
- Built loyal clientele by delivering personalized solutions that catered to individual needs and preferences.
- Contributed ideas during team meetings to optimize workflows and improve overall team efficiency in handling customer inquiries.
Customer Service Team Member
Kentucky Fried Chicken
05.2018 - 11.2019
- Enhanced customer satisfaction by resolving product and service issues promptly and efficiently.
- Maintained thorough knowledge of products and services to provide accurate information to customers, increasing trust in brand.
- Mentored new hires by sharing best practices and experiences which resulted in faster onboarding and increased confidence in handling customer interactions.
- Collaborated with cross-functional teams to address complex customer concerns, resulting in elevated satisfaction levels.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Boosted team morale by providing constructive feedback fostering collaborative environment, and celebrating successes.
- Provided comprehensive training to new team members ensuring they were equipped to offer top-notch customer support from day one.
- Managed approximately 30 incoming calls per day from customers.
- Maintained thorough knowledge of products and services to provide accurate information to customers, increasing trust in the brand.
Knitting Machine Operator
NGECHA INDUSTIRES LIMITED
05.2017 - 03.2018
- Delivered exceptional product quality through continuous monitoring of knit samples for defects or inconsistencies in pattern execution.
- Enhanced workplace safety by adhering to company policies, guidelines, and industry best practices when operating knitting machines.
- Streamlined production processes by identifying opportunities for improvement and suggesting modifications to existing procedures.
- Supported inventory management efforts by keeping track of raw materials and reporting low stock levels to supervisors in timely manner.
- Provided valuable input during team meetings and discussions, offering suggestions for process improvements or innovative techniques to enhance product quality.
- Ensured smooth workflow by collaborating closely with other departments such as design, quality control, and finishing teams.
- Reduced downtime through proactive identification of potential problems and implementing preventive measures accordingly.
- Demonstrated attention to detail during yarn preparation phases, ensuring proper tensioning and threading for optimal machine performance.
- Increased overall productivity with a keen focus on maintaining optimal knitting machine settings for each project.
- Upheld strict adherence to production specifications provided by clients or internal design teams, guaranteeing customer satisfaction with final products.
Office Assistant
KAM PHARMACY LIMITED
04.2016 - 11.2016
- Completed clerical tasks such as filing, copying, and distributing mail.
- Interacted with customers by phone, email, or in-person to provide information.
- Managed daily data entry and kept clerical information accurate and up-to-date.
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Maintained and updated office records, both digital and physical.
- Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
- Contributed to a positive work environment by fostering open communication among colleagues.
- Supported executive staff with well-prepared reports, presentations, and meeting materials.
- Monitored security to help maintain equipment, data and information safety.
- Assisted in delivering order parcels to up to 10 customers per day from.
Production Worker
HONEY CARE AFRICA LIMITED
06.2015 - 03.2016
- Followed safety procedures and guidelines to maintain safe working environments.
- Used equipment properly to avoid workplace hazards or injuries.
- Maintained cleanliness of workstations, contributing to well-organized work environment for increased productivity.
- Resolved issues quickly to maintain productivity goals.
- Organized work to meet demanding production goals.
- Performed routine quality checks on finished products, ensuring adherence to company standards before shipping out units.
- Took on additional shifts during peak work periods to keep projects on schedule.
- Ensured accurate product labeling, reducing instances of customer dissatisfaction due to unmarked items.
- Volunteered for additional assignments during peak work periods to keep tasks on schedule.
- Weighed and measured items to prevent waste and meet quality standards.
Education
No Degree - Nutrition And Dietetics
Kenya Medical Training College
Nairobi11.2027
Postgraduate Diploma (PGDM) - Environment Health And Safety Management
UNIATHENA
Magdalen Centre, Robert Robinson Ave, Littlemore08.2024
Certificate in Electrical Installation - Electrical Equipment Installation And Repair
Kinyanjui Technical Training Institute
Nairobi Kenya12.2017
Associate of Science - Computer And Information Sciences
Chrisco Education Centre
Nairobi Kenya01.2016
High School Diploma -
Father Okodoi Secondary School
Kenya12.2014
Skills
- Problem-solving skills
- Positive Attitude
- Customer service and care
- Problem-Solving
- Goal-oriented mindset
- Clear Communication
- Documenting information
- Service support
- Call Management
- Critical Thinking
- Conflict Resolution
- Recordkeeping proficiency
Certification
- Licensed Driver - 2022
- Certified Buddy Trainer, Kentucky Fried Chicken - 2018
- Electrical Installation Engineer - 2017
- Computer Applications Technology - 2016
Timeline
Customer Care Assistant (CCA)
M-KOPA
04.2023 - Current
DELIVERY DRIVER
Kasha Fashions Limited
10.2022 - 04.2023
Customer Service Champion
VIVO Agency
04.2022 - 10.2022
Customer Service Team Member
Kentucky Fried Chicken
05.2018 - 11.2019
Knitting Machine Operator
NGECHA INDUSTIRES LIMITED
05.2017 - 03.2018
Office Assistant
KAM PHARMACY LIMITED
04.2016 - 11.2016
Production Worker
HONEY CARE AFRICA LIMITED
06.2015 - 03.2016
No Degree - Nutrition And Dietetics
Kenya Medical Training College
Postgraduate Diploma (PGDM) - Environment Health And Safety Management
UNIATHENA
Certificate in Electrical Installation - Electrical Equipment Installation And Repair
Kinyanjui Technical Training Institute
Associate of Science - Computer And Information Sciences
Chrisco Education Centre
High School Diploma -
Father Okodoi Secondary School
- Licensed Driver - 2022
- Certified Buddy Trainer, Kentucky Fried Chicken - 2018
- Electrical Installation Engineer - 2017
- Computer Applications Technology - 2016
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