Harriet Mwondwe
Customer Care Experience Executive
Nairobi, Nairobi Province,30
Summary
Dynamic professional with a proven track record at Safaricom, enhancing customer retention through exceptional service and effective complaint handling. Skilled in customer relationship management and technical support, I've fostered strong cross-functional collaborations and streamlined documentation processes, significantly improving service quality and operational efficiency.
Overview
16
16
years of professional experience
Work History
Customer Service Executive
Safaricom
07.2010 - Current
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Collaborated with cross-functional teams to improve overall customer experience within the company.
- Promptly responded to inquiries and requests from prospective customers.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- · Responding to product related queries and assisting with payments and technical problems.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Monitored key performance indicators to ensure continuous improvement in service quality.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Exhibited high energy and professionalism when dealing with clients and staff.
Export Assistant
Bidco Africa
01.2009 - 06.2010
- Developed strong relationships with vendors, customers, carriers, and internal teams to foster a collaborative environment in the export process.
- Maintained detailed records of shipments, tracking information, and related documentation for easy reference during audits or inquiries.
- Enhanced customer satisfaction with timely order processing and proactive issue resolution.
- Supported company growth by identifying areas for improvement within the export process and suggesting solutions.
- Managed export orders, ensuring accurate packaging and timely delivery of products to global customers.
- Coordinated with internal teams to enable timely ordering, shipping and receipt of goods.
- Processed customs declarations and maintained records of customs documents.
- Facilitated required documentation to manage customs clearance.
- Responded to customer inquiries and resolved complaints, establishing trust and increase satisfaction.
- Streamlined import and export processes by implementing effective documentation procedures.
- Built strong relationships with key stakeholders such as customs brokers, freight forwarders, and regulatory agencies for smooth import/export operations.
- Investigated discrepancies in shipping documents and resolved issues with vendors.
Education
Bachelor of Arts - Marketing
Jomo Kenyatta University - JKUAT
Nairobi Province, KenyaNo Degree - Diploma in Business Management
University of Nairobi
NairobiSkills
- Team Collaboration
- Customer Engagement
- Customer Relationship Management
- Complaint Handling
- Client Engagement
- Relationship Building
- Product Sales
- Call center experience
- Marketing
- Customer Needs Assessment
- Technical Support
- Customer Retention
- Documentation and notes
- Queue management
• Community developments – Support a Children home in our community.
Hope Centre -Gatundu .
. Donation of food and clothes commodities to the centre
. Education of vulnerable children from the centre to further their education to various High schools.
Languages
English
Advanced (C1)
Timeline
Customer Service Executive
Safaricom
07.2010 - Current
Export Assistant
Bidco Africa
01.2009 - 06.2010
Bachelor of Arts - Marketing
Jomo Kenyatta University - JKUAT
No Degree - Diploma in Business Management
University of Nairobi
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