Jane Gikaru
Customer Service Executive
Nairobi,Kenya
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
4
4
years of professional experience
Work History
Call Centre Agent
CALL CENTRE INTERNATIONAL
03.2023
- Increased customer satisfaction by offering friendly, helpful and informative customer service
- Recorded details from customer communications on CRM
- Applied correct hold and transfer procedures, consistently keeping call times within timeframe target
- Guided callers through troubleshooting, navigating company site and using products or services
- Maintained detailed product knowledge to competently and expertly advise customers.
Waitress/Customer Service
BTL INTERNATIONAL HOTEL
11.2021 - 02.2023
- Perform all necessary tasks of service Food & Beverage according to the standard of performance manual of the Hotel
- Greet & seat customers and serve them in a professional, discreet & personalized way
- Practice good customer relations and attend to customer complaints / queries satisfactory
- Responsible for all service preparations before, during & after the service (mis-en-place & mis-en- scene)
- Ensure minimum wastage, breakage, and spoilage
- Actively use up selling techniques to exceed Guest expectations and increase revenue.
Receptionist/Waitress Attachment
BTL International Hotel
Ruiru
05.2021 - 08.2021
- Reduced waiting times for visitors by implementing more efficient check-in process.
- Facilitated positive customer experiences by resolving complaints and inquiries promptly and professionally.
- Maintained clean and welcoming reception area, contributing to positive first impression for visitors.
- Increased customer satisfaction by warmly greeting visitors and promptly addressing their needs.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
Enumerator
KENYA NATIONAL BUREAU OF STATISTICS
08.2019 - 08.2019
- Responded to field-visit requests and facilitated follow-up visits to non-responding households
- Recorded daily outcomes on daily field logs and coordinated follow-ups for non-responsive households
- Exhibited adaptability and flexibility in meeting service needs and availability to work unsocial hours at short notice.
Education
Bachelor's in Hotel Management - Hospitality Administration And Management
CHUKA UNIVERSITY
Tharaka Nithi, Kenya 01.2017 - 1 2022
Computer Packages - undefined
PETTANS DRIVING AND COMPUTER COLLEGE
01.2017 -
Kenya Certificate of Secondary Education -
UTHIRU GIRLS HIGH SCHOOL
01.2013 - 1 2016
Skills
Customer Service
Ability to Multitask
Sales
Fast Learner
Problem Solving
Organizational skills
References
PROVIDED UPON REQUEST
Timeline
Call Centre Agent
CALL CENTRE INTERNATIONAL
03.2023
Waitress/Customer Service
BTL INTERNATIONAL HOTEL
11.2021 - 02.2023
Receptionist/Waitress Attachment
BTL International Hotel
05.2021 - 08.2021
Enumerator
KENYA NATIONAL BUREAU OF STATISTICS
08.2019 - 08.2019
Bachelor's in Hotel Management - Hospitality Administration And Management
CHUKA UNIVERSITY
01.2017 - 1 2022
Computer Packages - undefined
PETTANS DRIVING AND COMPUTER COLLEGE
01.2017 -
Kenya Certificate of Secondary Education -
UTHIRU GIRLS HIGH SCHOOL
01.2013 - 1 2016