HELLEN NYAGAMI
Customer Support
Nairobi
Summary
Dedicated Customer Service professional knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships.
Smoothly handles questions and resolves concerns with great problem
solving abilities and attention to detail.
Overview
4
4
years of professional experience
9
9
years of post-secondary education
Work History
Customer Service Representative
Top Image Africa
1 2021 - 07.2024
- Documented detailed notes in CRM system to track customer interactions.
- Communicated with clients over phone, Email and chat Platforms.
- Returned customer calls and responded to inquiries and complaints
- Educated customers by explaining complex details in easy-to- understand terminology.
- Followed scripts to maintain good call control.
- Worked flexible hour, day, night, weekend, and holiday shifts.
- Evaluated customer issues and trends to check areas of concern, and developed solutions to maintain quality service.
- Remained calm, composed and polite to deescalate aggressive customer behavior.
- Engaged with customers to understand needs, resolve issues, and answer product questions.
- Managed time by prioritizing workload and juggling multiple tasks simultaneously.
- Handled escalated callers to reach positive outcomes average of 40 clients per day
- Returned customers calls and responded to inquiries and complaints.
Sales Representative
Vazi Glam
05.2018 - 10.2020
- Utilized CRM software to manage customer accounts and track performance metrics.
- Preparing monthly and weekly reports by keeping current and upcoming product offerings.
- Understanding and promoting company's product .
- Customer service to ensure they are satisfied, remain loyal thus prevent loss of sale.
- Advertising product to social media platform handles.
- Follow up on customers in person, online and by the phone to build positive rapport.
- Executed planned merchandising strategies to produce desired effect.
- Helped customers locate products in-store.
- Used cross-selling and upselling to boost value of customer purchases.
- Preparing monthly and weekly reports by keeping current and upcoming product offerings.
- Understanding and promoting company's product .
- Customer service to ensure they are satisfied, remain loyal thus prevent loss of sale.
- Recommended complementary purchases to customers, increasing revenue.
- Advertising product to social media platform handles.
- Follow up on customers in person, online and by the phone to build positive rapport.
- Executed planned merchandising strategies to produce desired effect.
- Helped customers locate products in-store.
- Used cross-selling and upselling to boost value of customer purchases.
- Arranged merchandise displays, focusing on item accessibility and aesthetic appeal.
Research Assistant
Maendeleo Chap Chap
04.2017 - 06.2017
- Researched and collected data from various sources, compiled the gathered data in appropriate formats as per the organization's guidelines.
- Participated in the follow up data entry and data analysis exercise.
- Prepared final reports and prepared tables for production.
- Presented data by computer readouts,graphs, written reports, charts, tables and written reports.
- Recruiting new members to Maendeleo chap chap party .
- Obtained informed consent forms from participants in accordance with organizational policies.
- Supervised work of junior team members through appropriate planning and execution of projects.
Sales Representative
Patcab Tours and Travel
06.2016 - 12.2016
- Communicated mode of transportation,travel dates,accommodations required and financial considerations.
- Maintained customer satisfaction with forward thinking strategies on addressing the customers needs.
- Evaluated statistical plans and prepared packages for visitors.
- Coordinated with internal and external clients to provided efficient products.
- Designing of pictorial adverts for use on social media campaigns .
- Ensuring Payments and issuing Receipts.
- Conducted market analysis to evaluate competitive trends and create reports.
- Planning travel holiday packages, road trips and coordinate entire travel experience.
- Online hotel booking reservations and assist customers with travel changes and special requests.
Education
High School -
Carmel Girls High School
01.2008 - 12.2011
Certificate of Computer Driving License - Computer
Zetech College
04.2011 - 08.2011
Bachelor of Commerce - Finance
University of Nairobi
01.2011 - 12.2015
Skills
CRM Expert
Zen Desk Tool
Customer Relations
Problem Solving Strength
Quality Assuarance
Multi-Line Phone Talent
Interpersonal Communication Skills
Data Entry
Microsoft Excel,
Product Promotion
Timeline
Sales Representative
Vazi Glam
05.2018 - 10.2020
Research Assistant
Maendeleo Chap Chap
04.2017 - 06.2017
Sales Representative
Patcab Tours and Travel
06.2016 - 12.2016
Certificate of Computer Driving License - Computer
Zetech College
04.2011 - 08.2011
Bachelor of Commerce - Finance
University of Nairobi
01.2011 - 12.2015
High School -
Carmel Girls High School
01.2008 - 12.2011
Customer Service Representative
Top Image Africa
1 2021 - 07.2024
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