Jane Macharia
Nairobi,47
Summary
Dedicated and results-driven Customer Service Representative with extensive experience in delivering exceptional service to diverse clientele. Proven track record of exceeding customer expectations through effective communication, problem resolution, and attention to detail. Adept at managing high call volumes and navigating complex inquiries with a focus on ensuring customer satisfaction. Possesses strong interpersonal skills, adaptability, and a commitment to maintaining a positive and customer-centric environment. Known for consistently meeting and exceeding performance metrics while upholding the highest standards of professionalism and integrity. Eager to bring proven expertise to a dynamic team committed to delivering outstanding customer experiences.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Passenger Service Officer
Kenya Railways Corporation, SGR
06.2017 - Current
- Assisting passengers in purchasing tickets and managing group bookings of up to 300 passengers in a sitting.
- Providing information about different ticket options and fare structures.
- Helping with seat reservations and changes.
- Offering information about train schedules, routes, and destinations.
- Assisting passengers with inquiries about delays, cancellations, or other service disruptions.
- Providing guidance on connecting trains or transportation options at arrival stations.
- Assisting passengers with boarding of the train on time and assisting with their luggage.
- Handing over of passengers with special needs to the instructors on board for smooth facilitation.
- Providing assistance to passengers with disabilities or special needs.
- Ensuring that the train facilities and services are accessible to all passengers.
- Communicating safety procedures and guidelines to passengers.
- Handling emergency situations and coordinating with relevant authorities.
- Assisting with security measures to ensure the safety of passengers and their belongings.
- Addressing passenger complaints and concerns promptly and professionally.
- Investigating and resolving issues related to service quality, facilities, or interactions with staff.
- Keeping passengers informed about any changes or disruptions in service.
- Providing announcements regarding upcoming stops, delays, or important information.
- Utilizing various communication channels (e.g., announcements, digital displays) to relay information.
- Collecting feedback from passengers to understand their experiences.
- Using feedback to identify areas for improvement in service quality.
- Implementing changes and enhancements based on customer input.
- Having protocols in place for handling crises such as accidents, natural disasters, or other emergencies.
- Coordinating with emergency services and managing passenger well‑being during crises.
- Demonstrating cultural sensitivity and providing a welcoming environment for passengers from diverse backgrounds.
- Offering a high level of hospitality to enhance the overall travel experience.
Customer Service Coordinator
Smoothtel & Data Solutions Ltd
01.2016 - 01.2017
- Developed and maintained comprehensive project plans outlining tasks, timelines, milestones, and resources required.
- Collaborated with stakeholders to define project scope, goals, and deliverables.
- Acted as a liaison between different project teams, departments, and stakeholders.
- Facilitated regular project meetings to communicate updates, discuss challenges, and ensure alignment with project goals.
- Provided timely and clear communication to all involved parties.
- Allocated and managed project resources efficiently, ensuring that team members have the necessary tools and support.
- Coordinated with different departments to secure resources and ensure their availability as needed.
- Identified potential risks and challenges that may impact project timelines or outcomes.
- Developed mitigation plans and strategies to address and overcome project risks.
- Maintain accurate and up-to-date project documentation, including project plans, status reports, and other relevant records.
- Generated and distributed regular progress reports to stakeholders and management.
- Conducted regular reviews to assess project performance and identified areas for improvement.
- Fostered positive relationships with internal and external stakeholders.
- Addressed stakeholders concerns and ensured their expectations align with project objectives.
- Collaborated with team members to develop effective solutions to challenges.
- Evaluated project outcomes and processes to identify opportunities for improvement.
- Implemented best practices and lessons learned from previous projects.
Head of Service Delivery
Estream East Africa Ltd
05.2013 - 01.2016
- Served as the primary point of contact between the organization and clients.
- Addressed inquiries, provided information, and assisted clients with their service-related needs.
- Coordinated service delivery activities to ensure timely and accurate completion.
- Collaborated with internal teams to allocate resources and meet client expectations.
- Processed and managed service requests and orders from initiation to completion.
- Ensured that all service requests are logged, tracked, and resolved within established timelines.
- Addressed and resolved client issues, concerns, or complaints related to service delivery.
- Worked closely with relevant departments to find solutions and prevent future problems.
- Monitored and assessed the quality of service delivery to ensure it meets established standards.
Implemented quality control measures to continuously improve service performance. - Maintained accurate and up-to-date records of service interactions and transactions.
- Generated and provided regular reports on service delivery metrics to management.
- Provided guidance and support to clients in understanding and effectively using the services offered.
- Identified opportunities for upselling or cross-selling additional services to clients.
- Collaborated with sales teams to explore potential expansion of services.
- Handled and escalated complex or high-priority service issues to appropriate channels for resolution.
- Ensured that critical service incidents are addressed promptly and effectively.
- Implemented improvements and best practices to enhance overall service efficiency.
- Gathered feedback from clients regarding their experiences with the services.
- Used client feedback to make informed recommendations for process improvements.
Education
Information Communication Technology
Fourth Dimension Computer College
Nairobi, Kenya12.2012
Information Technology
Nairobi Institute of Business Studies
Nairobi, Kenya07.2010
Skills
- Technical Proficiency
- Customer Feedback Handling
- Adaptability
- Crisis Management
- Physical Stamina
- Cultural Sensitivity
- Multitasking
- Team work
- Problem solving
- Patience
- Empathy
- Communication Skills
Languages
English
Native or Bilingual
Swahili
Native or Bilingual
Certification
Passenger Operations Officer, Railways Training Institute (March, 2018)
Customer Service Training (Citizen Service Delivery Charter), Stan Consulting Group Ltd (July, 2019)
Customer Care Training, Railways Institute (May, 2022)
Timeline
Passenger Service Officer
Kenya Railways Corporation, SGR
06.2017 - Current
Customer Service Coordinator
Smoothtel & Data Solutions Ltd
01.2016 - 01.2017
Head of Service Delivery
Estream East Africa Ltd
05.2013 - 01.2016
Information Communication Technology
Fourth Dimension Computer College
Information Technology
Nairobi Institute of Business Studies