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
Nairobi, Nairobi Province, Kenya
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
Nairobi Province, Kenya
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