GAUDENSIA KERUBO ORENCHI
Nairobi
Summary
Dedicated professional with a solid track record in customer interactions and service delivery. Skilled in identifying customer needs and providing effective solutions, fostering loyalty and satisfaction. Collaborative team player with strong multitasking abilities and a focus on achieving results. Committed to leveraging customer service expertise to drive business growth.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Vivo Energy Kenya
11.2019 - 04.2024
- Client relationship management.
- Receiving correspondence, maintaining contacts database, and conducting follows-up on any inquiries as appropriate.
- Account receivables management.
- Acting as liaison between the customers and the rest of the team.
- Assisting in the preparation of team expenses and petty cash expenditure.
- Regular update of customer files both physically and in electronic customer data management.
- Communicating and coordinating with colleagues as necessary.
- Undertaking basic research, assisting team members in preparing and formatting documents, reports and PowerPoint presentations.
- Receiving of customer orders, processing and organizing delivery.
- Ensuring customer satisfaction and providing professional customer support.
- Assist in selling products and services.
- Educate customers on deals and promotions the company is offering.
- Train new staff on customer service techniques and skills.
- Assist in developing, presenting and implementing policies and procedures to make sure company customers have a satisfactory experience.
- Provide advice on company information.
- Identify needs/wants of a customer.
- Handle product recalls.
- Achievements
- Exceeded the company’s sales goals by 100% providing proactive and effective customer service.
- Demonstrated professional etiquette and manners, improving 30% positive feedback immediately.
- Resolved an average of 50 inquiries per day.
- Consistently met performance milestones in speed, accuracy and volume.
- Increased customer base by 45% during the year 2020 by responding quickly to their concerns.
- Organized the influx of customers, consequently, streamlined workflow issues.
- Revolutionized customer service gauging mechanism, thereupon increased the efficiency of the department.
- Received commendation from supervisors and recommendations from peers.
- Reduced customers’ complaints by 30% through escalated grievance resolution procedure.
Customer Service Representative
The Multichoice Group
11.2017 - 05.2019
- Handling incoming calls, emails and other enquiries from customers promptly and professionally.
- Providing accurate information about our products, services and promotions.
- Assisting customers with account inquiries, bill payments and account management.
- Resolving customer complaints and issues in a timely and satisfactory manner.
- Escalating complex issues to the appropriate department for resolution.
- Keeping accurate records of customer interactions and transactions.
- Identifying and recommending process improvements to enhance customer experience.
- Providing feedback to management about common customer issues and concerns.
- Maintaining a high level of product and knowledge to effectively assist customers.
- Adhering to policies and procedures at all times to ensure compliance and customer satisfaction.
- Achievements
- Achieving high customer service scores through prompt and effective resolution of customer issues and enquiries.
- Contributing to increased customer retention rates by providing exceptional service and building positive relationships with customers.
- Successfully collaborating with other departments or teams to resolve complex customer issues or improve overall customer experience.
- Consistently meeting KPIs such as call resolution targets, customer satisfaction scores and response times.
Sales Executive
Cooperative Bank of Kenya
03.2016 - 09.2017
- Prospecting and marketing of all bank products to prospective clients.
- Carrying out market research and providing customer feedback to the head office team for development of new products and enhancement of existing ones to suite various market segments.
- Delivering world class customer experience by ensuring quality service delivery.
- Achieving the set growth targets in terms of numbers and values through pro-actively identifying cross-selling opportunities from existing customers.
- Participating in product campaigns to ensure product information is readily available to customers.
- Achievements
- Received recognition, awards and incentives for outstanding sales performance and contribution to the company’s success.
- Awarded for offering the best customer service to both the internal and external customers.
- Successfully acquired new business accounts and expanded the customer base.
- Successfully penetrated new market segments or territories, resulting in increased market share.
- Contributed to the growth of the bank’s loan, including personal loans and business loans.
Education
Bachelor's Degree - Business Management, Accounting option
Moi University
Eldoret 12.2015
Kenya Certificate of Secondary Education -
St. Alberts Ulanda Girls High School
11.2011
Skills
- Customer Relations
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Relationship building
- Problem resolution
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Appointment scheduling
- Customer relationship management (CRM)
- Building rapport
- Software CRM system proficiency
Certification
Certified Public Accountants [CPA part 1 and section 2]- Kenya college of Accountancy: 2015 to 2016
References
Winnie, Okumu, Team Leader, winnie.okumu@vivoenergy.co.ke, +254 704051222, Vivo Energy Kenya.
Terry Mathenge, Branch Manager,
terrymathenge@themulti-choicegroup.com, +254710472398, The Multi-choice Group.
Justis Ngetich, Operations Manager,
justusngetich@co-opbank.co.ke,
+254722413422, Co-operative Bank of Kenya LTD.
Affiliations
- Catholic Youth Association (CYA); Active member.
- Kenya Red Cross Society; Active member.
- Young Women Christian Association (YWCA); Active member.
OTHER PAST EXPERIENCES
Accounts assistant: Rangechem pharmaceuticals, 2015 (3months)– Carried out account payables reconciliation and prepared payment vouchers of the same, handled petty cash reconciliation, engaged in tender preparation and monitored banking and m-pesa outlets reconciliations.
Timeline
Customer Service Representative
Vivo Energy Kenya
11.2019 - 04.2024
Customer Service Representative
The Multichoice Group
11.2017 - 05.2019
Sales Executive
Cooperative Bank of Kenya
03.2016 - 09.2017
Bachelor's Degree - Business Management, Accounting option
Moi University
Kenya Certificate of Secondary Education -
St. Alberts Ulanda Girls High School
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