IDA CHEBET LANG'AT
Customer Service Officer
Nairobi,30
Summary
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
9
9
years of professional experience
12
12
years of post-secondary education
Work History
Customer service Officer
Cannon Life Assurance LTD
10.2016 - Current
- Responding to client’s queries on calls, e-mails and face to face
- Managing social media platforms i.e. Facebook, Instagram, LinkedIn
- Engaging clients on bulk SMS, i.e. Sending of renewal notices, product information, birthday and holiday commemorations
- Assisting client in filling forms i.e Claim forms and proposal forms and forward them to relative departments for execution
- Provided primary customer support to internal and external customers.
- Promoted company brand and unique offerings through personalized customer service.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Maintain strong clientele relationship with customers
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
- Analyze customer’s complaints and recommend solutions
- Monitored online presence of company's brand to engage with users and strengthen customer relationships.
- Increase sales by following up on after claims services up to 30%
- Suggested and implemented new features to develop brand awareness.
- Increased staff team participation on Customer service week by creating engaging activities.
Call Center Agent/Information Receptionist
Kenya Orient Insurance
Nairobi
11.2015 - 10.2016
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Tracked customer service cases and updated service software with customer information.
- Handled customer inquiries and suggestions courteously and professionally.
- Documented and detailed calls and complaints using call center's CRM database.
- Generated customer service reports to track customer satisfaction.
Call Centre Agent
Horizon Contact Center
Nairobi
08.2014 - 11.2015
- Duties & Responsibilities: Tele sales of products at Kenya Orient Carrying out surveys Making inbound and outbound calls to customers to assist them with their policies
- Cross sell and/or up sell insurance products to clients who have policies to be renewed in line with cross selling script
- Record information on reason for non- renewal or complaints from client
- Contact clients and confirm receipt of renewal notices received before renewal date in line with script
- Provided professional services and support in dynamic work environment.
- Demonstrated high level of initiative and creativity while tackling difficult tasks
Retail Marketer
JAC ltd Karen
Nairobi, 30
03.2014 - 06.2014
- Marketing (branding and printing
- Generated advertising brochure for vendor use.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Contributed to event marketing, sales and brand promotion.
- Attended monthly sales meetings and quarterly sales trainings.
Education
Certificate of proficiency -
College of Insurance
Nairobi, 30 07.2018 - 10.2018
Diploma - Business Management
Mount Kenya University
Nakuru, 31 12.2011 - 01.2013
Certificate in Sales And Marketing -
ELDORET POLYTECHNIC
Eldoret, 44 01.2011 - 12.2011
Kenya Certificate of Secondary Education -
KCSE, Eldama - Ravine Girls High School
Eldama Ravine, 01 01.2006 - 01.2009
Kenya Certificate of Primary Education -
KCPE, Good Samaritan Academy
Nakuru, 31 01.1998 - 01.2005
Skills
Documentation and reporting
Service recommendations
Administrative support
Creative problem solving
Professional telephone demeanor
Service standard compliance
Timeline
Certificate of proficiency -
College of Insurance
07.2018 - 10.2018
Customer service Officer
Cannon Life Assurance LTD
10.2016 - Current
Call Center Agent/Information Receptionist
Kenya Orient Insurance
11.2015 - 10.2016
Call Centre Agent
Horizon Contact Center
08.2014 - 11.2015
Retail Marketer
JAC ltd Karen
03.2014 - 06.2014
Diploma - Business Management
Mount Kenya University
12.2011 - 01.2013
Certificate in Sales And Marketing -
ELDORET POLYTECHNIC
01.2011 - 12.2011
Kenya Certificate of Secondary Education -
KCSE, Eldama - Ravine Girls High School
01.2006 - 01.2009
Kenya Certificate of Primary Education -
KCPE, Good Samaritan Academy
01.1998 - 01.2005