GAKIRIA SHIRLEY MUGURE
Marketing Consultant
Nairobi, Nairobi Province
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
Work History
Sales and Service Representative
Co-operative Bank
11.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Built relationships with customers to encourage repeat business.
- Developed strong relationships with repeat customers through friendly service interactions.
Social Media Manager
Pearl Salon & Barbershop
09.2021 - 10.2022
- Create a regular publishing schedule and promote content through social advertising
- Implement a content editorial calendar to manage content and plan specific, timely marketing campaigns
- Cultivation of leads and sales
- Development of brand identity, awareness and online reputation
- Manage or oversee all social advertising campaigns.
Call Center Agent
Call Center International
11.2020 - 08.2021
- Answer incoming calls and respond to customer’s emails
- Management and resolve customer complaints
- Sell products and place customer orders in the computer system
- Research required information using available resources
- Research, identify, and resolve customer complaints using applicable software
- Process orders, forms, and application
- Route calls to appropriate resources
- Document all call information according to standard operating procedures
- Recognize, document, and alert the management team of trends in customer calls
- Follow up customer calls where necessary.
Account Manger
51 Capital Forex
07.2020 - 09.2020
- Opening accounts for individuals
- Digital marketing through Twitter, Facebook, and Instagram
- Customer Relations
- Turning customers into advocates.
Hr Intern
Britam Holdings Limited-Asset Management Division
02.2019 - 04.2019
- Assist in recruitment activities and coordination
- Post job opportunities on the online job posting sites
- Assist in maintaining HR records (updating employee’s files, online and physical)
- Assist in the onboarding of interns (orientation, issuing of desktops and activating job cards)
- Assist in management and organization of personnel files.
Education
Bachelor of Commerce (Marketing Major) -
Strathmore University
01.2016 - 04.2021
Skills
Goal-Oriented
Cold-calling
CRM software proficiency
Performance Tracking
Customer Service
Process Improvement
Leadershippositionsheld
Class Representative for Ethics class (2018)
References
- Caleb Kendagor, Lecturer, Strathmore University, Ckendagor@strathmore.edu, +254724113271
- Janet Lore, Supervisor, Call Center International, +254721368485
- Dorcas Mueni, Service Manager- Co-operative Bank Of Kenya +254720640351
Extracurricular Activities
Member of Community Outreach Programme (2016 – 2017)
Timeline
Sales and Service Representative
Co-operative Bank
11.2022 - Current
Social Media Manager
Pearl Salon & Barbershop
09.2021 - 10.2022
Call Center Agent
Call Center International
11.2020 - 08.2021
Account Manger
51 Capital Forex
07.2020 - 09.2020
Hr Intern
Britam Holdings Limited-Asset Management Division
02.2019 - 04.2019
Bachelor of Commerce (Marketing Major) -
Strathmore University
01.2016 - 04.2021
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