JENIFER WANGARI WAKAHIU

• Offered advice and assistance to customers, paying attention to special needs or wants
• Answered constant flow of customer calls with minimal wait times
• Updated account information to maintain customer records
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Participated in team meetings and training sessions to stay informed about product updates and changes
• Processed customer service orders promptly to increase customer satisfaction
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management
• Handled customer inquiries and suggestions courteously and professionally
• Developed customer service policies and procedures to meet and exceed industry service standards
• Implemented and developed customer service training processes
• Investigated and resolved customer inquiries and complaints quickly
• Met customer call guidelines for service levels, handle time and productivity
• Followed up with customers about resolved issues to maintain high standards of customer service
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
• Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
• Delivered prompt service to prioritize customer needs
• Cross-trained and backed up other customer service managers
• Clarified customer issues and determined root cause of problems to resolve product or service complaints
• Responded proactively and positively to rapid change
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
• Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces
• Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales
• Educated customers about billing, payment processing and support policies and procedures
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
• Calculated correct order totals, updated accounts, and maintained detailed records for inventory management
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
• Managed timely and effective replacement of damaged or missing products
• Reached out to customers after completed sales to suggest additional service or product purchases
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives
• Created and maintained detailed database to develop promotional sales
• Investigated and resolved accounting, service and delivery concerns
• Promoted available products and services to customers during service, account management, and order calls
• Exhibited high energy and professionalism when dealing with clients and staff
• Sought ways to improve processes and services provided
• Enhanced productivity levels by anticipating needs and delivering outstanding support
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly

• Developed working relationships with internal and external customers while assisting with account management duties
• Described services details to customers to provide information on benefits and advantages.
• Evaluated interactions between associates and customers to assess personnel performance
• Handled customer inquiries and suggestions courteously and professionally.
• Informed customers of upcoming promotions and deals to boost sales
• Assessed customer service trends and evaluated complaints to determine areas in need of enhancement
• Updated account information to maintain customer records
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Answered customer telephone calls promptly to avoid on-hold wait times
• 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
• Handled customer inquiries and suggestions courteously and professionally
• Meeting Scheduling and procedural documentation

• Sorted and organized files, spreadsheets, and reports.
• Collaborated with senior management on new initiatives to build confidence.
• Record management
• Receiving phone calls
• Data entry
• Office management
• Filling and record keeping
• Preparing of locum hours for staffs
• Receiving correspondences from visitors and giving them direction

Completed Diploma in Business Management and awarded a Credit score.

Completed a degree in Bachelor of Business Management, prospective graduation date : December 2023.