Grace Ndekere
Customer Care Executive
Summary
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service. . Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Overview
8
8
years of professional experience
Work History
DIGITAL SALES AND MARKETING
Ark Real Estates Company
10.2021 - 07.2023
- Consistently met or exceeded monthly quotas by adopting a proactive approach to lead generation, relationship management, and closing deals.
- Increased customer retention rates by providing exceptional post-sales support and maintaining regular communication with clients.
- Streamlined sales processes by utilizing CRM software, improving efficiency and time management skills.
- Coordinated with department heads in formulating pricing strategies based on market trends and profitability goals; successfully negotiated contracts, ensuring mutual benefit for all parties involved.
- Attended real estate industry trade shows to network with potential customers, generating new leads and opportunities for business growth.
- Enhanced company brand image through the creation of compelling marketing collateral materials, such as brochures, banners, and website content.
- Developed customized sales presentations for key clients, resulting in increased business partnerships.
- Leveraged social media platforms (Facebook, Instagram, LinkedIn, Twitter, and TikTok) to build brand awareness, engage with customers, and generate leads for the sales team.
CUSTOMER CARE REPRESENTATIVE
Jiji The Online Market Place
07.2020 - 08.2021
- Delivered first-rate customer care across multiple platforms, including email, phone and online chat services
- Demonstrated outstanding communication and relationship-building skills, consistently delivering positive customer interactions
- Resolved customer queries calmly and professionally, reducing need for escalation to management
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
- Educated customers about billing, payment processing and support policies and procedures.
LOAN REVIEW SPECIALIST
Africa Loan Ltd
05.2019 - 03.2020
- Maintained a high level of customer satisfaction through transparent communication regarding loan status updates or concerns raised during reviews.
- Conducted comprehensive audits of loan files, verifying accuracy of documentation and adherence to guidelines.
- Evaluated borrower''s financial performance, assessing their ability to meet repayment obligations successfully.
- Collaborated with collections and recovery teams, providing insights on borrower credit history to facilitate effective loan resolution strategies.
- Supported underwriting team in making informed decisions by providing detailed loan reviews and risk assessments.
- Approved loan applications based on customer creditworthiness and provided detailed financial advice.
CUSTOMER SERVICE AGENT
Turkish Airline Lounge (JKIA)
08.2018 - 01.2019
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Addressed customer account discrepancies and concerns.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- 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.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
RESERVATION EXECUTIVE
Parklands Sports Club
10.2017 - 12.2017
- Responded quickly to telephone, email, online and in-person requests to book or update services.
- Managed inventory of available rooms, updating systems in real-time to prevent overbooking situations.
- Reduced booking errors with meticulous attention to detail and thorough verification procedures.
- Assisted colleagues during peak seasons or high-demand situations, demonstrating flexibility and teamwork.
- Collaborated with sales team to upsell premium services, resulting in increased revenue.
- Strengthened relationships with corporate clients, securing repeat business and referrals.
INTERN
Flamingo Beach Sports and Spa
01.2016 - 04.2016
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Assisted in the planning and execution of company events, resulting in increased employee engagement and satisfaction.
- Helped streamline client check-in process, leading to a smoother client experience.
- Enabled a more organized inventory system by cataloging kitchen and housekeeping equipment.
Education
DEGREE IN HOSPITALITY MANAGEMENT - Hospitality Management
Mount Kenya University
ThikaDIPLOMA IN HOSPITALITY MANAGEMENT - Hospitality Management
Mount Kenya University
01.2017
Kenya Certificate of Secondary Education -
Kiriti Girls Secondary School
Kenya Certificate of Primary Education -
Oloolua Primary School
Skills
Inbound and Outbound Calling Customer Complaint Resolution
Multi-channel campaign delivery
Adaptability and Flexibility
Effective Communication
Time management abilities
Website marketing
Organic social media marketing Google Analytics
Digital campaign management
Marketing/social media Analytics
CRM Management
Languages
Proficient in English and Swahili (fluent)
References
- ROSELYNE WINDA, Team leader - Ark Real Estates - 0729 815 097
- LAVENDER ANGELYNN ASIKO, Flow manager - Jiji Marketplace - 0720 271 743
- DIANA NJOKI GITHUKU, Manager - Afrika Loan Company - 0716 799 160
Timeline
DIGITAL SALES AND MARKETING
Ark Real Estates Company
10.2021 - 07.2023
CUSTOMER CARE REPRESENTATIVE
Jiji The Online Market Place
07.2020 - 08.2021
LOAN REVIEW SPECIALIST
Africa Loan Ltd
05.2019 - 03.2020
CUSTOMER SERVICE AGENT
Turkish Airline Lounge (JKIA)
08.2018 - 01.2019
RESERVATION EXECUTIVE
Parklands Sports Club
10.2017 - 12.2017
INTERN
Flamingo Beach Sports and Spa
01.2016 - 04.2016
DEGREE IN HOSPITALITY MANAGEMENT - Hospitality Management
Mount Kenya University
DIPLOMA IN HOSPITALITY MANAGEMENT - Hospitality Management
Mount Kenya University
Kenya Certificate of Secondary Education -
Kiriti Girls Secondary School
Kenya Certificate of Primary Education -
Oloolua Primary School
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