JILL BACH
CUSTOMER SERVICE OFFICER
NAIROBI
Summary
Experienced with problem-solving and conflict resolution in customer service environments. Utilizes effective communication and active listening to address customer needs. Track record of adapting to dynamic situations and maintaining positive customer experience.
Overview
12
12
years of professional experience
Work History
Customer Service Officer
Jubilee Allianz General Insurance Company of Kenya
07.2020 - Current
- Contact customers for the purpose of data validation in line with the data protection guidelines
- Preparing a daily email workflow that assigns cases to the respective team members
- Provide customer feedback on validated data
- Update the customer feedback template
- Ensure customer inquiries and complaints are promptly and effectively resolved within the required TAT
- Maintain customer records by updating account information on the feedback template
- Contribute to team effort by accomplishing related results as needed
- Support in closing of leads generated through the various digital platforms
- Maintain strong relationship with customers
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
Call Center Representative (Medical/General)
Jubilee Insurance Company Limited
07.2015 - 07.2020
- Capturing and recording customer complaints and requests on CRM system
- Answering inbound customer calls
- Making outbound calls to customers
- Liaising with other departments to ensure that customer's problems are solved
- Retention of customers by making a follow up on customers who are yet to renew their policies
- Capturing new business leads and escalating them to the sales team
- Briefing clients on the benefits they have under their covers
- Respond to emails queries promptly
- Build relationship with existing and new clients
- Ensuring clients receive the best service
Customer Service Representative
Wananchi Group Limited (Zuku)
09.2014 - 07.2020
- Attending to clients and responding to their inquiries
- Research required information using available resources
- Establish maintain and coordinate the implementation of accounting and accounting control procedures
- Provide customers with product and service information
- Process orders forms and applications
- Exhaustive troubleshooting and follow up customer calls where necessary
- Data entry of the clients' details to the database
Data Entry and Editing Clerk
TNS RMS East Africa
12.2013 - 09.2014
- Company Overview: It is a world leader in market research, global market information and business analysis
- It provides market research insight across all industries
- Editing questionnaires to ensure they have been done correctly for smooth data entry
- Entering data into predefined data entry database using software's such as dimension, SPSS and Microsoft excel
- It is a world leader in market research, global market information and business analysis
- It provides market research insight across all industries
Data Officer
Marie Stopes Kenya
03.2013 - 03.2013
- Enter the data into the predefined data entry database
- Ensure the optimal accuracy of data, checking all data errors during entry
- With guidance from the Research Monitoring and Evaluation Officer, ensure the security of the data with no access by unauthorized personnel
- Consult with the Research Monitoring and Evaluation Officer on any inconsistencies and other data errors noted in the process
- Accomplish the data entry within the defined time frame
- Review the database with the R, M&E officer before the data clerk is cleared and paid
Education
Bachelor of Arts - SOCIOLOGY AND PSYCHOLOGY
UNIVERSITY OF NAIROBI
Nairobi, Nairobi Province, Kenya 04.2010 - 01.2014
K.C.S.E - Mean Grade C Plus
NYAKACH GIRLS HIGH SCHOOL
01.2005 - 01.2008
No Degree - Information Technology
KCA UNIVERSITY
Nairobi, Nairobi Province, Kenya 04.2001 -
Skills
Customer support
Service recommendations
Inbound call management
Data entry
Industryexpertise
- Highly organized with the capacity to manage several tasks simultaneously with accuracy and attention
- Customer service and experience
- Complaints Management
- NPS and CSAT driven with a digital mindset.
Training
- Data Protection Act Training
- Anti-money Laundering Training
- Customer Service and Excellence Workshop by Dr Wale
- Treating your Customer Fairly Training
Passions
- Volunteering on community projects and enhancements
- Reading career enhancement books
- Travelling and adventure
Timeline
Customer Service Officer
Jubilee Allianz General Insurance Company of Kenya
07.2020 - Current
Call Center Representative (Medical/General)
Jubilee Insurance Company Limited
07.2015 - 07.2020
Customer Service Representative
Wananchi Group Limited (Zuku)
09.2014 - 07.2020
Data Entry and Editing Clerk
TNS RMS East Africa
12.2013 - 09.2014
Data Officer
Marie Stopes Kenya
03.2013 - 03.2013
Bachelor of Arts - SOCIOLOGY AND PSYCHOLOGY
UNIVERSITY OF NAIROBI
04.2010 - 01.2014
K.C.S.E - Mean Grade C Plus
NYAKACH GIRLS HIGH SCHOOL
01.2005 - 01.2008
No Degree - Information Technology
KCA UNIVERSITY
04.2001 -
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