Customer Service Representative
Lily's Restaurant kiambu
03.2022 - Current
Gladys Nyaboke
Customer Service
Nairobi ,Kiambu
Timeline
Front Desk Receptionist
Youth Enterprise Development Fund
11.2020 - 12.2021
Diploma - Business Management
Kenya College Of Accountancy
05.2019 - 11.2021
Financial Services Representative
Solfin Enterprises
05.2018 - 01.2019
Work History
Customer Service Representative
Lily's Restaurant kiambu
Nairobi
03.2022 - Current
- Worked well in a team setting, providing support and guidance.
- Excellent communication skills, both verbal and written.
- Self-motivated, with a strong sense of personal responsibility.
- Managed time efficiently in order to complete all tasks within deadlines.
- Proved successful working within tight deadlines and a fast-paced environment.
- Identified issues, analyzed information and provided solutions to problems.
- Worked flexible hours across night, weekend and holiday shifts.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Organized and detail-oriented with a strong work ethic.
Front Desk Receptionist
Youth Enterprise Development Fund
Nairobi
11.2020 - 12.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Sought ways to improve processes and services provided.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Financial Services Representative
Solfin Enterprises
Nairobi
05.2018 - 01.2019
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Sought ways to improve processes and services provided.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed and updated databases to handle customer data.
- Created and maintained detailed database to develop promotional sales.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Promoted available products and services to customers during service, account management, and order calls.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved accounting, service and delivery concerns.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Tracked customer service cases and updated service software with customer information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided primary customer support to internal and external customers.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Cross-trained and provided backup support for organizational leadership.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Managed timely and effective replacement of damaged or missing products.
- Processed customer service orders promptly to increase customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained staff on operating procedures and company services.
- Handled customer inquiries and suggestions courteously and professionally.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Increased efficiency and team productivity by promoting operational best practices.
- Answered constant flow of customer calls with minimal wait times.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Updated account information to maintain customer records.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Trained new personnel regarding company operations, policies and services.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
Education
Diploma - Business Management
Kenya College Of Accountancy
Thika Road Kenya 05.2019 - 11.2021
Skills
- Computer Proficiency
- Active Listening
- Retail Sales Customer Service
- Customer Consulting
- Executive Management Support
- Call Center Operations
- Product Promotion
- CRM Software
- Shipping and Receiving Understanding
- Quality Assurance Controls
- Money Handling Abilities
- Administrative Support
- Records Preparation
- Customer Relationship Management
- Quality Control
- Managing Multiple Tasks
- Order Processing
- Delivery Scheduling
- Microsoft Excel
- Typing Proficiency
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. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
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