Hanifah Bosire
Customer Service Executive
Nairobi
Summary
Successful customer support agent with two years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. I am also ready to take on training to leverage my experience and take on new professional challenges. Most importantly I am a solid team player with outgoing ,positive demeanor and always motivated to maintain customer satisfaction and contribute to company's success.
Overview
2
2
years of professional experience
4
4
years of post-secondary education
Work History
Telesales Agent
SUNCULTURE KENYA
4 2024 - 8 2024
- Make and receive outbound and inbound calls
- Offer customer support to customers having issues with either the app or after purchase complications
- Deliver top notch professional assistance to customers
- Make follow ups on customers’ orders
- Solve customers’ queries and at times make escalations to the relevant team
- Assist customers in placing orders
- Educate customers on Sunculture products.
Customer Service Assistant-JetBlue Airline Campaign
CCI KENYA
Nairobi
06.2023 - 03.2024
- Helping customer’s navigate JetBlue website by teaching them how to self-serve online
- Making, modifying and cancelling customer’s reservations per there request
- Educating customers on JetBlue’s packages and loyalty programme
- Offering customer support to customer’s having a hard time with their app or after purchase complains
- Helping customer’s file claim regarding compensations and customer experience feedback
- Making sure services offered to JetBlue customer’s adhere to the company policies and are award winning.
- Achieved high levels of accuracy when processing transactions/orders which led to reduced errors and increased customer satisfaction
- Collaborated with team members to improve overall customer experience and boost company reputation
Customer Service Assistant (Part-time)
JUMIA KENYA
10.2022 - 11.2022
- Make and receive outbound and inbound calls
- Offer customer support to customers having issues with either the app or after purchase complications
- Deliver top notch professional assistance to customers
- Make follow ups on customers’ orders
- Solve customers’ queries and at times make escalations to the relevant team
- Give weekly reports to my team leader.
Stock Manager
ENDLESS AFRICA LIMITED
Nairobi, Nairobi Province
03.2022 - 09.2022
- Control all stock within Goshen Farm
- Manage and set prices for our products
- Update farm data on the iFarm system
- Preparing reports and pointing out key factors that will help reduce expenses incurred
- Ensure relevant staff follow health and safety rules
- Assist in supervision of smooth running of the farm operations.
- Streamlined the stock ordering process with accurate forecasting and timely communication with suppliers.
Associate Team Lead (Part-time)
BUSINESSCLAUD KENYA
07.2022
- Recruit SMTs that will assist in reffering potential clients to partner with Businessclaud
- Ensure clients’ registration with Businessclaud to sell and advertise their products on the platform
- Make follow ups on the marketing team to ensure they achieve their KPIs
- Give weekly reports to my team leader
- Assist in giving the right information about Businessclaud to customers who need to more about it.
Education
Certificate in JetBlue crewmember customer service -
JetBlue University of Customer Service
Nairobi 06.2023 - 05.2023
Certificate in Digital Customer Service -
Generation Kenya Program
Nairobi 03.2022 - 05.2022
Kenya Certificate Of Secondary Education -
Gekonge High School
Nyamira 01.2011 - 05.2015
Skills
Communication and interpersonal skills
Proficiency in the use of spreadsheets functions and word processing
Excellent customer service skills
Fast solution provider
Complaint resolution
Customer Consultation
Payment Processing
Technical Support
Call center experience
Product Promotion
Call Center Operations
Multitasking
Problem-solving aptitude
References
- Lorna Gitonga, Team Manager JetBlue Campaign, +2549186225
- Steve Gitau, Team Manager Jumia Sales Department, +254 25240758
- Betty Achieng, Team Manager Business Claud, +25402080020
- Joan Njiru, Instructor Generation Kenya Program, +25472978589
- Titus Ndengwa, Farm manager Endless Africa LTD, +25472034762
Timeline
Customer Service Assistant-JetBlue Airline Campaign
CCI KENYA
06.2023 - 03.2024
Certificate in JetBlue crewmember customer service -
JetBlue University of Customer Service
06.2023 - 05.2023
Customer Service Assistant (Part-time)
JUMIA KENYA
10.2022 - 11.2022
Associate Team Lead (Part-time)
BUSINESSCLAUD KENYA
07.2022
Stock Manager
ENDLESS AFRICA LIMITED
03.2022 - 09.2022
Certificate in Digital Customer Service -
Generation Kenya Program
03.2022 - 05.2022
Kenya Certificate Of Secondary Education -
Gekonge High School
01.2011 - 05.2015
Telesales Agent
SUNCULTURE KENYA
4 2024 - 8 2024
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