Grace Kagwe
Customer Support
Nairobi
Summary
Highly experienced and dedicated Customer Service Representative with a proven track record of exceeding customer expectations and achieving outstanding results. Skilled in providing exceptional customer support, resolving inquiries, and building strong relationships. Adept at handling challenging situations with professionalism and composure. Excellent communication and problem-solving abilities, coupled with a strong commitment to delivering exceptional service. Proven expertise in managing customer accounts and ensuring customer satisfaction.
Overview
15
15
years of professional experience
Work History
Customer Service - Email Support
Yellow Card
10.2023 - Current
- Manage and respond to customer inquiries and issues primarily through email channels
- Address and resolve customer queries, concerns, and issues raised via email.
- Provide customers with accurate and comprehensive information regarding Yellow Card services and policies.
- Assist customers in the completion and submission of required documentation through email communication.
- Investigate and troubleshoot customer problems through email, ensuring timely and satisfactory resolution.
- Ensure the quality and accuracy of email responses, maintaining a high standard of customer service.
- Identify opportunities for improving customer service processes and contribute to developing more efficient workflows
Senior Customer Service Representative Lead
Sendwave (International Remittance)
11.2022 - 06.2023
- Assisted junior representatives by addressing inquiries, providing constructive feedback, and managing challenging calls.
- Resolved complex customer issues by addressing escalated matters that could not be resolved by junior representatives. This involved identifying the root cause, collaborating with other departments, and developing innovative solutions to ensure customer satisfaction.
- Catered to customers with pending issues, offering personalized attention and support by establishing relationships, understanding their preferences, and meeting their specific needs.
- Formulated effective strategies for enhancing customer service, encompassing goal setting, devising measurable metrics to gauge success, and identifying avenues for growth.
- Analyzed call center metrics such as average handle time, first call resolution, and customer satisfaction scores, recognizing trends and areas for improvement.
- Oversaw and coached a team of customer service representatives, ensuring their delivery of exceptional service to customers while meeting performance targets.
- Identifying areas where customer service can be improved and working with other teams to implement changes that enhance the customer experience. Involve streamlining processes, creating new procedures, or developing new training programs for staff.
- Identifying the root cause of the issue, collaborating with other departments, and finding creative solutions to satisfy the customer.
- Supervising and coaching a team of customer service representatives, ensuring that they provide excellent service to customers and meet performance goals.
- Handling SendwavePay inbound/ outbound calls, emails, and chats.
- Liaised with partners about remittance delivery status & reversal inquiries.
- Restored user satisfaction by refunding funds following successful transaction reversals, ensuring a seamless experience.
User Protection Support
Sendwave (International Remittance)
11.2021 - 10.2022
- Tracking customer feedback, identifying recurring issues, and providing valuable insights to management for process improvements and product enhancements.
- Evaluating customer identification documents and transaction details to identify and mitigate potential risks and ensure compliance with anti-money laundering (AML) regulations.
- Proactively detected and investigated suspicious activities, taking appropriate actions to prevent fraudulent transactions and protect the company and customers.
- Reviewed transactions and identified suspicious activities.
- Reported and escalated suspicious activities to the relevant department.
- Monitored and released transactions.
- Worked with one or multiple channels depending on the business need.
Long User Happines Support - Customer Service
Sendwave (International Remittance)
06.2021 - 11.2022
- Delivered exceptional customer service by promptly and courteously addressing user inquiries and concerns over phone calls, Chats, and emails.
- Successfully resolved customer issues by skillfully troubleshooting problems and providing timely assistance.
- Ensured the security of user accounts by meticulously verifying their account details, such as email and telephone number, before providing assistance.
- Assisted our users in confirming transactions, reversed transactions sent to the wrong accounts and refunded users back funds after a successful reversal.
- Provided users with real-time updates on transaction status, ensuring transparency and peace of mind regarding their delivery.
- Empowered users with comprehensive knowledge on how to effectively navigate and utilize the Sendwave App.
- Demonstrated efficiency and problem-solving skills by reversing transactions sent to incorrect accounts, and rectifying errors promptly.
- Effectively collaborated with different departments by escalating tickets and calls related to complex issues requiring specialized attention.
- Maintained thorough documentation of customer interactions, ensuring accurate records and facilitating efficient follow-up. Via updating tickets on Zendesk
- Participated in ongoing training and development to enhance product knowledge and customer service skills.
Customer Service Representative
Sportpesa Betting Company
11.2016 - 10.2019
- Responded to customer inquiries via phone, email, and chat, providing accurate and helpful information about the company's products, policies, and services.
- Resolved customer issues related to technical problems, payment disputes, and betting inquiries, liaising with other departments within the company as needed.
- Assisted customers with placing bets, understanding the betting process, and accessing their account information, providing education and guidance on responsible gambling practices.
- Processed customer transactions, including deposits, withdrawals, and payments, ensuring compliance with the company's payment policies and regulatory requirements.
- Maintained accurate records of customer interactions, including inquiries, issues, complaints, and actions taken to resolve them.
- Achieved high customer satisfaction ratings, consistently meeting or exceeding performance targets for customer service quality and productivity.
Admin Assistant /Receptionist /Customer Care
Lavender Properties Ltd (Real Estate)
03.2013 - 10.2016
- Managed front desk operations, including greeting clients and answering phones
- Processed client inquiries and provided information on properties
- Coordinated appointments and showings with agents and clients
- Maintained accurate and up-to-date client records
- Assisted with administrative tasks such as filing, data entry, and office organization
- Scheduled appointments and organized meetings for clients & tenants.
- Assisted with other administrative tasks as needed, such as preparing contracts and reports, processing invoices, and managing office supplies inventory.
- Prepared and distributed marketing materials, including property listings and brochures.
Receptionist/ Admin Assistant
Nairobi Chest Clinic - Healthcare
05.2009 - 05.2012
- Served as the primary point of contact for all patient inquiries and concerns, provided exceptional customer service, and addressed issues in a timely and professional manner
- Managed a high volume of inbound and outbound calls, emails, and other communications.
- Scheduled appointments, checked patients in and out, and handled insurance and billed inquiries.
- Maintained accurate and up-to-date patient records in the clinic's EMR system, ensuring all information is complete and accurate
- Collaborated with healthcare providers to provide seamless service to patients, including coordinating referrals, obtaining lab results, and handling administrative tasks as needed
- Assisted with other administrative tasks as needed, such as managing office supplies inventory, ordering medical supplies, and processing invoices.
Education
Diploma in Telephone & Reception Skills
Graffins College
Nairobi KenyaDiploma in Customer Service & Care
Graffins College
Nairobi KenyaCertificate in Secretarial & Computer Studies
Printax College
Nairobi Kenya Skills
- Customer Service Management: An expert in managing customer service operations and providing proactive customer engagement by reviewing customer issues and recommending solutions tailored to their needs
- Customer Relations: Experienced in interacting with customers as I engage in; following up to ensure appropriate actions have been taken and ensuring their needs, increasing customer satisfaction
- Relationship Management: Ability to build loyalty through regular visits, accurate communication, maintaining constant communications with clients, and ensuring customer satisfaction
- Communication Skills: Excellent communication skills with the ability to relate with customers by taking time to listen to their inquiries and complaints, identifying their needs, and working through any issues that might be concerning them
- Problem-Solving Skills: Ability to solve complicated problems in the best way possible and make accurate and informed decisions
- Risk Assessment: Acquired the skill to assess and analyze potential customer accounts or transactions risks This includes evaluating suspicious activities and identifying red flags for fraudulent behavior
- Fraud Detection: I have developed expertise in detecting and preventing fraud by recognizing patterns and anomalies in customer data and transaction histories
- Technical Proficiency: Familiarity with customer service software, CRM tools, and email management systems, enabling efficient handling of customer inquiries across different platforms CRM tools; Zendesk, Talk Desk, Avaya, Slack, SalesForce, and Quip
Timeline
Customer Service - Email Support
Yellow Card
10.2023 - Current
Senior Customer Service Representative Lead
Sendwave (International Remittance)
11.2022 - 06.2023
User Protection Support
Sendwave (International Remittance)
11.2021 - 10.2022
Long User Happines Support - Customer Service
Sendwave (International Remittance)
06.2021 - 11.2022
Customer Service Representative
Sportpesa Betting Company
11.2016 - 10.2019
Admin Assistant /Receptionist /Customer Care
Lavender Properties Ltd (Real Estate)
03.2013 - 10.2016
Receptionist/ Admin Assistant
Nairobi Chest Clinic - Healthcare
05.2009 - 05.2012
Diploma in Telephone & Reception Skills
Graffins College
Diploma in Customer Service & Care
Graffins College
Certificate in Secretarial & Computer Studies
Printax College
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