Microsoft Office Suite: Word, Excel, PowerPoint Spreadsheets: Advanced Excel functions, data manipulation Presentation Software: PowerPoint, Google Slides Email Clients: Outlook, Gmail Cloud Storage: Google Drive, Dropbox Communication Tools: Slack, Teams, Zoom
Grace Kabogo
Customer Service Executive
Nairobi
Summary
I am a customer service professional with a sharp focus on enhancing customer experiences and streamlining processes. Highly valued for fostering teamwork and driving results through adaptive strategies and effective communication. Recognized for exceptional problem-solving abilities and a customer-centered approach.
Overview
4
4
years of professional experience
1
1
Language
Work History
Customer Care Executive
Yusudi| Remote |
10.2023 - Current
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reduced customer complaints with proactive issue identification and resolution strategies.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Took ownership of customers issues to follow problems through to resolution.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Contributed to company growth by retaining valuable clients through effective communication and problem-solving skills.
- Collaborated with cross-functional teams to address complex customer concerns and provide comprehensive solutions.
- Assigned and designated job territories to customer care staff according to performance and history.
- Built strong relationships with customers, reaching out proactively to ensure satisfaction and gather feedback.
- Managed high-volume call queues to ensure timely customer assistance, improving overall service quality.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Maintained up-to-date knowledge of industry trends and product offerings to better serve customers.
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Served as a key point of contact for escalated issues, diffusing tension and ensuring prompt resolution.
- Maintained up-to-date knowledge of company products and policies to provide accurate information to customers.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Client Relationship Representative
Rochman Properties
Nairobi
05.2021 - 07.2022
- Actively participated in client meetings, presenting updates on initiatives and progress towards achieving objectives.
- Used feedback from customer service surveys to build client loyalty and create client advocates.
- Responded to client requests for processing deposits, loan payments and order changes.
- Developed new business opportunities by maintaining a strong network of professional contacts.
- Identified areas for improvement in processes and procedures, contributing to enhanced client experiences.
- Provided valuable insights to clients on industry trends, helping them make informed decisions and achieve their goals.
- Assisted in the development and implementation of targeted marketing strategies for key accounts, resulting in increased sales revenue.
- Produced and implemented customer satisfaction guarantee program which directly resulted in 30% increase in sales.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Identified and resolved discrepancies and errors in customer accounts.
- Produced and implemented customer satisfaction guarantee program which directly resulted in [Number]% increase in sales.
Education
Customer Service Management
Coursera
Remote04-2025
Yusudi
Remote- Kenya06-2022
Supply Chain Management- Associate Degree
Maseno University
Kisumu, Kenya 04.2001 -
Supply Chain Management- Certificate
Mount Kenya University
Nairobi,Kenya08-2018
Educational Leadership And Management
DSE
Nairobi, Nairobi Province, Kenya03-2017
High School Diploma -
Kianderi Girls High School
Murang'a, Murang'a District, Kenya 04.2001 -
Skills
Customer service
Complaint resolution
Customer relationship management (CRM)
Problem-solving
Workflow management
Training and mentoring
Time management
Talent development
Call center operations
MS office
Accomplishments
- Successfully recruited and trained over 30 new customer service representatives.
- Drove record-high sales that elevated the store's ranking in the company from 25 to 7.
- Won best employee award in 2022.
- Collaborated with team of 30 in the development of our new programme.
- Achieved 30% by introducing zoho crm for administrative tasks.
Software
finnish
Finnish - Beginner Level
Timeline
Customer Care Executive
Yusudi| Remote |
10.2023 - Current
Client Relationship Representative
Rochman Properties
05.2021 - 07.2022
Supply Chain Management- Associate Degree
Maseno University
04.2001 -
High School Diploma -
Kianderi Girls High School
04.2001 -
Customer Service Management
Coursera
Yusudi
Supply Chain Management- Certificate
Mount Kenya University
Educational Leadership And Management
DSE
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