Customer-centric professional with over 3 years of experience in dynamic environments, adept at transforming challenges into opportunities for exceptional service delivery. Proven track record in leveraging analytical thinking to enhance processes and drive customer satisfaction, achieving a 95% satisfaction rate in previous roles. Proficient in Salesforce and Chase, with strong interpersonal communication skills that facilitate effective collaboration and problem-solving. Committed to continuous improvement and making a positive impact through innovative, customer-focused solutions.
Hi, I’m
Gloria Muthoni
Nairobi
Summary
Overview
5
years of professional experience
3
years of post-secondary education
Work History
ISI Group
Qualifier/Insurance Customer Service Representative
01.2024 - 09.2024
Job overview
- Contacted and qualified 30 to 40 potential clients daily, maintaining qualification rate of 75%.
- Verified client information with 98% accuracy to ensure compliance with company standards and regulatory guidelines.
- Consistently met or exceeded performance goals related to both sales targets and customer service metrics.
- Acted promptly to customer complaints, significantly reducing escalation rates.
- Coordinated with other departments to streamline customer service procedures, enhancing overall service delivery by 95%.
- Contributed to team meetings with insightful feedback, aiming for continuous improvement in customer service.
- Fostered strong relationships with policyholders to promote loyalty and retention.
- Maintained up-to-date knowledge of insurance products to provide accurate information to customers.
Contact Centre International
Contact Center Representative
10.2022 - 12.2023
Job overview
- Responded to customer inquiries via phone, email, and live chat, providing timely and accurate information about products and services, achieving 95% customer satisfaction rate
- Assisted customers with placing orders, resolving issues, and processing returns and exchanges, reducing return processing time by 20%
- Utilized Salesforce CRM to manage customer interactions, track support tickets, and maintain detailed records of customer interactions, increasing ticket resolution efficiency by 15%
- Provided support for custom orders, helping customers with design choices and specifications, enhancing order accuracy by 25%
- Collaborated with team members and other departments to resolve complex issues and improve overall service quality, leading to 30% improvement in first-call resolution rates
- Maintained up-to-date knowledge of Shutterfly products, promotions, and policies to provide accurate and comprehensive assistance, resulting in 20% decrease in escalated inquiries.
Thinknorth Agencies
Customer Service Representative
01.2021 - 02.2022
Job overview
- Provided comprehensive support to clients seeking employment opportunities in the Middle East and Europe, resulting in a 90% client satisfaction rate
- Assisted clients with job application processes, including resume preparation, interview scheduling, and documentation, increasing successful job placements by 25%
- Resolved client inquiries and issues related to job placements, visa applications, and travel arrangements, reducing complaint resolution time by 15%
- Coordinated with international employers and recruitment agencies to facilitate seamless job placements, contributing to a 35% increase in successful client placements
- Maintained up-to-date knowledge of visa requirements, job market trends, and recruitment processes for various countries, resulting in a 10% decrease in application errors
- Participated in team meetings and training sessions to stay informed about new job opportunities and industry best practices, enhancing overall team performance by 20%.
Target Recruitment Limited
Front Desk Receptionist
02.2020 - 09.2020
Job overview
- Managed over 50 customer calls and inquiries, providing prompt and professional responses
- Maintained welcoming reception areas, creating positive experiences for clients and candidates
- Managed schedules for consultants, optimizing bookings and client interactions
- Processed incoming and outgoing mail and packages
- Monitored and maintained office supplies and equipment
Education
The Co-operative University of KenyaNairobi,Kenya
Diploma from Information Technology
02.2018 - 12.2020
University Overview
East Africa Institute of Certified StudiesNairobi, Nairobi Province, Kenya
Certificate from Advanced Computer Packages
03.2018 - 06.2018
University Overview
Skills
Analytical Thinking
Timeline
Qualifier/Insurance Customer Service Representative
ISI Group
01.2024 - 09.2024
Contact Center Representative
Contact Centre International
10.2022 - 12.2023
Customer Service Representative
Thinknorth Agencies
01.2021 - 02.2022
Front Desk Receptionist
Target Recruitment Limited
02.2020 - 09.2020
East Africa Institute of Certified Studies
Certificate from Advanced Computer Packages
03.2018 - 06.2018
The Co-operative University of Kenya
Diploma from Information Technology
02.2018 - 12.2020
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