Jane Weru
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.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
2
2
years of professional experience
1
1
Language
Work History
Customer-Service-Specialist
CATGROUP SOLUTIONS
01.2024 - Current
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Trained staff on operating procedures and company services.
- Investigated and resolved accounting, service and delivery concerns.
- Met customer call guidelines for service levels, handle time and productivity.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Responded proactively and positively to rapid change.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Responded to customer requests for products, services, and company information.
- Ensured timely follow-up on pending cases, reducing number of unresolved issues significantly over time.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Handled customer inquiries and suggestions courteously and professionally.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and team productivity by promoting operational best practices.
- Developed and updated databases to handle customer data.
- Provided comprehensive support during periods of high call volume by adjusting schedules to accommodate increased needs efficiently.
- Updated account information to maintain customer records.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
Customer Service Representative
BERTWORLD INTERNATIONAL COMPANY LIMITED
01.2022 - 12.2023
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Answered constant flow of customer calls with minimal wait times.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Delivered prompt service to prioritize customer needs.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Tracked customer service cases and updated service software with customer information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Implemented and developed customer service training processes.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
Bachelor of Arts - COMMERCE
UNIVERSITY OF NAIROBI
NAIROBI, KENYA12.2018
Skills
- Document Control
- Report creation
- Employee Coaching
- Strategic sales knowledge
- Process Optimization
- Understanding Customer Needs
- Document and Records Management
- Key stakeholder relationship building
- Problem Resolution
- Order Fulfillment
- Needs Assessment
- Customer RMA management
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Company CultureWork-life balanceCareer advancementPaid sick leaveHealthcare benefitsFlexible work hoursTeam Building / Company RetreatsPersonal development programsStock Options / Equity / Profit Sharing4-day work weekPaid time offWork from home option401k matchAccomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Customer-Service-Specialist
CATGROUP SOLUTIONS
01.2024 - Current
Customer Service Representative
BERTWORLD INTERNATIONAL COMPANY LIMITED
01.2022 - 12.2023
Bachelor of Arts - COMMERCE
UNIVERSITY OF NAIROBI
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