Joan Karanja
Customer Service Officer-Telesales
Nairobi,30
Reality is nothing but a collective hunch.
Lily Tomlin and Jane Wagner
Summary
Hardworking Customer Service Representative with experience working with international customer base. Trained in project and time management with extensive knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results.
Overview
5
5
years of post-secondary education
3
3
years of professional experience
Work History
Customer Service Officer -Telesales
Greenlightplanet Kenya
Nairobi , Nairobi
01.2019 - Current
- Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
- Handled over 1500 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Capitalized on upselling chances to achieve over 2000units in personal monthly unit converted.
- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
Customer Service Executive
Greenlightplanet Kenya
Nairobi , Nairobi
06.2018 - 01.2019
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
- Carried out day-day-day duties accurately and efficiently.
- Resolved problems, improved operations and provided exceptional service.
Debt Collector
Commercial Bank of Kenya(Mshwari)
Nairobi , Nairobi
10.2017 - 04.2018
- Used scripted conversation prompts to convey current account information and obtain payments.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Monitored accounts for compliance with established payment plans and flagged those in violation.
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
Education
Bachelor of Economics And Statistics - Economics And Statistics
09.2016 - Current
Statistical Packages - SPSS,STATA And Advance Excel
05.2018 - 06.2018
Computer Packages - MS:Windows,Word,Excel,Access,PowerPoint,PageMaker.
02.2015 - 04.2015
Skills
Customer service standards
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Referees
Patricia Ojunga,
Customer Service Manger-Kenya
GreenlightPlanet
TEL:0789054664
Paul Njoroge
Team leader, Mshwari
CCI Kenya
TEL:0723491871
Timeline
Customer Service Officer -Telesales - Greenlightplanet Kenya
01.2019 - Current
Customer Service Executive - Greenlightplanet Kenya
06.2018 - 01.2019
University of Nairobi - Statistical Packages , SPSS,STATA And Advance Excel
05.2018 - 06.2018
Debt Collector - Commercial Bank of Kenya(Mshwari)
10.2017 - 04.2018
University of Nairobi - Bachelor of Economics And Statistics , Economics And Statistics
09.2016 - Current
German Institute of Professional Studies - Computer Packages, MS:Windows,Word,Excel,Access,PowerPoint,PageMaker.
02.2015 - 04.2015
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