Jackline Muthee

Key Achievements:

• Received commendations from both the supervisor and co- workers.
• I successfully managed a high-volume front desk, handling a high volume of inquiries daily while maintaining a 95% customer satisfaction rate.
• Trained and awarded a certificate for fire management.

Responsibilities:

• Directed phone inquiries to respective departments, answered customer questions, and scheduled appointments.
• Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
• Collaborated with housekeeping staff to maintain cleanliness and orderliness of the bank and reception area.
• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
• Opened and properly distributed incoming mail, sorting and distributing to correct staff and departments to promote quicker response to client inquiries/payment.
• Conduct monthly stock taking by creating a checklist of essential items, and ensure we maintain sufficient supplies in the office and replenish low stock items.
• Drafted common document templates to reduce time spent creating documents from scratch.
• Perform other clerical/admin duties.

Key Achievements:

• Re-organized products and services to make it work better.
• Came up with new ideas that improved services.
• Successfully increased sales and Improved customer Retention.
• Awarded for outstanding performance in my statistics.
• Handled 50+ customer calls daily, addressing inquiries, explaining product offerings and resolutions.

Responsibilities:

• Responded to customers' complaints via phone, email, and social media, providing appropriate solutions and alternatives within time limits.
• Followed up to ensure resolution and satisfaction.
• Attempted to persuade customers to reconsider bet cancellation.sing unhappy or angry customers..
• Attempted to persuade customers to reconsider bet cancellation
• Kept accurate records of all customer interactions.
• Conducted surveys to determine customer opinions on our products and services to aid in retention.
• Provided customers with updates on service developments and changes in products.
• Guided new customers on how to navigate our website, make deposits, place bets, withdraw winnings, and more.
• Worked on other duties assigned.

Key Achievements:

• Recognized as best team player within the team.
• Awarded for outstanding performance in my statistics.
• Received commendations from both my supervisor and co- workers.
• Handled 50+ customer calls daily, addressing inquiries, explaining product offerings and resolutions.
• Improved customer Retention.

Responsibilities:

• Responded to customers' complaints via phone and email providing appropriate solutions and alternatives within time limits.
• Followed up to ensure resolution and satisfaction.
• Maintained professional behavior by remaining calm when addressing unhappy or angry customers.
• Attempted to persuade customers to reconsider bet cancellation.
• Kept accurate records of all customer interactions.
• Conducted surveys to determine customer opinions on our products and services to aid in retention.
• Provided customers with updates on service developments and changes in products.
• Guided new customers on how to navigate our website, make deposits, place bets, withdraw winnings, and more.
• Worked on other duties assigned.

Key Achievements:

• Awarded for outstanding performance and consistency in KPIs.
• Received commendations from both my supervisor and co- workers.
• Handled 50+ customer calls daily, addressing inquiries, explaining product offerings and resolutions.
• Improved customer Retention.

Responsibilities:

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction while maintaining a high level of professionalism when interacting with customers, ensuring positive experiences.
• Communicated with clients regarding account services, statements, and balances
• Conducted health checks by managing outbound customer calls to inquire about the reasons they stopped using our services.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Entered customer interaction details in the system to track requests, document problems, and record solutions offered.
• Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
• Handled customer suggestions courteously and professionally.

Key Achievements:

• Selected as second-best team player in the team.
• Promoted from level 1 to level 2
• Increased customer loyalty by receiving positive reviews on my CSAT scores.
• Awarded for outstanding performance and consistency in my statistics (KPIs).
• Received commendations from both my supervisor and co- workers.
• Handled 50+ customer calls daily, addressing inquiries, explaining product offerings and resolutions.

Responsibilities:

• Managed transaction queries via phone and email, identifying major issues affecting multiple users and advocating for swift resolution.
• Followed up to ensure customer satisfaction
• Verified new users to determine their eligibility for transactions with Sendwave.
• Researched unusual or questionable transactions with the relevant department and escalated major issues to the supervisor.
• Monitored and released transactions
• Reviewed transactions, identifying any suspicious activities, and reported/escalated them to the relevant department.
• Contacted our partners about remittance delivery status & reversal inquiries.
• Aiding users in submitting identification documents to meet compliance and regulatory requirements.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Entered customer interaction details in the system to track requests, document problems, and record solutions offered.
• Handled customer suggestions with courtesy and professionalism to enhance our user experience.