Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Ian Mwangi

Information Science & Computer
Thika

Summary

I've had the pleasure of boosting customer satisfaction and loyalty during my time at Jumia Kenya. My knack for problem-solving and keen active listening skills have consistently shone through, enabling me to resolve technical issues and customer concerns swiftly. I thrive in team settings, where my collaborative spirit has played a key role in enhancing our service delivery and operational efficiency. I am a dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities, Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

5
5
years of professional experience
9
9
years of post-secondary education
4
4
Certifications

Work History

Customer Service Representative

Sendwave
United States Of America, USA
07.2022 - 03.2024
  • Handled over 50 customer inquiries and suggestions courteously and professionally.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled customer inquiries and suggestions courteously and professionally
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues

Customer Support Consultant

Jumia Kenya
12.2019 - 06.2022
  • Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
  • Conducted thorough investigations into complex customer issues, resulting in faster resolutions and positive outcomes for all parties involved.
  • Reduced average call resolution time by implementing effective problem-solving strategies and maintaining comprehensive knowledge base.
  • Maintained high level of professionalism when handling sensitive information or addressing escalated concerns from customers.

Intern

Kangema Sub-county Hospital
02.2019 - 12.2019
  • Supported at least 30 staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
  • Gained valuable experience working within Records Management Department, applying learned concepts directly into relevant work situations.
  • Analyzed problems and worked with teams to develop solutions.
  • Contributed to positive team environment by collaborating with fellow interns on group projects and presentations.

Education

Certificate in Cyber Security - Cyber Security

Moringa School
Nairobi, Nairobi Province, Kenya
03.2024 - 08.2024

Bachelor of Science - Information Science

Karatina University
Nyeri, Nyeri District, Kenya
08.2018 - 12.2022

High School Diploma -

KERUGOYA BOYS
KERUGOYA, KENYA
01.2014 - 11.2017

Skills

Customer Service

Active Listening

Product Knowledge

Call Management

Problem Solving

Patient confidentiality

Data entry proficiency

Customer Needs Assessment

Listening Skills

Teamwork and Collaboration

Languages

English, Swahili
Native language
English
Proficient
C2
Swahili
Proficient
C2

Certification

ICDL

Timeline

Certificate in Cyber Security - Cyber Security

Moringa School
03.2024 - 08.2024

Customer Service Representative

Sendwave
07.2022 - 03.2024

Customer Support Consultant

Jumia Kenya
12.2019 - 06.2022

Intern

Kangema Sub-county Hospital
02.2019 - 12.2019

Bachelor of Science - Information Science

Karatina University
08.2018 - 12.2022

ICDL

02-2018

High School Diploma -

KERUGOYA BOYS
01.2014 - 11.2017

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Ian MwangiInformation Science & Computer