Getrude Ngure
Customer Care Executive
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills.Professional and knowledgeable office clerk offering several years of experience in administrative support and customer service.
Overview
6
6
years of professional experience
Work History
Customer Care Representative
Inborn Solutions Company Limited
10.2022 - Current
- Exceeded customer satisfaction goals by 20% by proactively reaching out to customers, addressing their concerns, and providing innovative service solutions.
- Developed and executed a comprehensive customer service training manual and training program, resulting in a 30% increase in customer satisfaction ratings.
- Implemented an automated feedback system to gather real-time customer feedback, resulting in a 15% improvement in response time to customer inquiries and a 10% increase in average order value.
- Collaborated with cross-functional teams to develop targeted strategies based on customer feedback, leading to a 10% increase in customer satisfaction scores
Jumia(on demand service agent)
Volt management
01.2021 - 10.2022
- Follow up/ monitoring Delayed order on Urban Ninja,
- Ensuring follow up through emails, phone or any required means,
- Collecting and storing useful data within our backend system,
- Escalating to the appropriate department such as Vendor Ops on restaurant issues & customer service on customer's issues, Attempt to persuade customers to reconsider cancellation
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Managed high call volumes while maintaining excellent customer service standards for prompt issue resolution.
Receptionist
Skypark lounge
10.2021 - 12.2021
- Manage online and phone reservations,
- Inform customers about payment methods and verify their credit card data.
- Register guests collecting necessary information (like contact details and exact dates of their stay),
- Welcome guests upon their arrival and assign rooms,
- Provide information about our hotel, available rooms, rates and amenities,
- Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests' needs
- Resolved customer problems and complaints.
Sales Executive /Customer Care Executive
Cable car corporation Ltd
01.2019 - 02.2020
- Resolved customers' complaints concerning product and service problems through telephone, email and mail communication,
- Acquired and managed sales leads,
- Maintained records of customer interactions,
- Processed and verified customer accounts information,
- Maintenance and filing of documents
- Reviewed competitors'' offerings periodically to stay informed about industry trends and maintain a competitive edge.
- Created and implemented successful sales campaigns to drive leads and increase sales.
Data clerk
Alfacreed Limited
03.2018 - 01.2019
- Code clearance,
- Resolved discrepancies in data entry activities for accurate, complete jobs.
- Utilized techniques for increasing data entry speed.
- Improved data retrieval times with well-organized filing systems, expediting access to critical information.
- Analyzed current data records to provide detailed reports.
- Maintained high-quality data records by consistently updating and organizing information in databases.
Education
No Degree -
Zetech University
Nairobi, Nairobi Province, Kenya 04.2001 -
High School Diploma -
Muthiga Girls High School
Gatundu, Nyeri District, Kenya 04.2001 -
Skills
Customer relationships management
Communications management
Sales and telemarketing
Proficiency in basic computer applications such as Microsoft Excel
Call Metrics
Self Motivation
Time management abilities
Dates
03/05/18, 01/04/19
References
- Mr. Fred Njathi, Cable car corporation Ltd, General manager, fred.njathi@cablecarcorporation.co.ke
- Mr. Peter Mwaura, Alfa Creed Limited, CEO, brightpensolutions@gmail.com
- Jeff Gathumbi, Skypark lounge, gathumbijeff@gmail.com
- Abel, Volt management, Team lead, abel.onenga.ext@jumia.com
- Michael Wekesa, Director, wekesa@inbornenergy.com
Timeline
Customer Care Representative
Inborn Solutions Company Limited
10.2022 - Current
Receptionist
Skypark lounge
10.2021 - 12.2021
Jumia(on demand service agent)
Volt management
01.2021 - 10.2022
Sales Executive /Customer Care Executive
Cable car corporation Ltd
01.2019 - 02.2020
Data clerk
Alfacreed Limited
03.2018 - 01.2019
No Degree -
Zetech University
04.2001 -
High School Diploma -
Muthiga Girls High School
04.2001 -