JOAN WAITHERA

- Provide tailored academic assistance to high school and college students via Edgenuity's online learning.

- Guide students in understanding complex topics, troubleshooting technical issues, and improving study strategies.

- Maintain clear communication with learners to clarify instruction and foster independent problem-solving skills.

- Adapt support methods to individual learning styles, resulting in improved grades and course completion rates.

- Engaging with customers to understand their needs and concerns.

- Offering solutions and incentives to retain customers.

- Identifying trends, patterns, and opportunities for improvement.

- Handling customer retention campaigns and initiatives.

- Monitoring customer satisfaction and loyalty metrics.

- Assisting customers with billing inquiries and concerns.

- Processing payments and updating account information.

- Handling billing disputes and resolving overdue accounts.

- Providing explanations of charges and fees.

• Customer Service and Support.

- Assist customers with inquiries, complaints, product issues, and service requests.

- Follow up on the previous interaction.

Sales and revenue generation.

- Process orders, upsell, and cross-sell during service calls.

- Conduct telemarketing and promotional offers.

• Technical and troubleshooting assistance.

- Help customers with technical problems, such as software, devices, and accounts.

• Maintained up-to-date knowledge of company policies and procedures.

- Proactively inform customers about updates, outages, or fixes.

• Account and Payment Management.

- Update customers' details, process payments, and resolve billing disputes.

• Lead Management.

- Capture leads from incoming inquiries.

- Generate leads via calling, surveys, or database research.

• Retention and loyalty.

- Handle cancellation requests, and offer solutions to retain customers.

• Appointment scheduling.

- Book or reschedule appointments.

- Confirm or cancel appointments, or remind customers.

• Escalating handling.

- Transfer complex issues to supervisors.

- Follow up on escalated cases.

• Identified customer needs by asking probing questions and actively listening to responses.

- Answering questions and services offered.

- Providing proactive customer outreach.

- Handling customer complaints.

- Responding to customer reviews.

-Resolving issues and troubleshooting technical problems.

-Collecting and analyzing customer feedback.

- Describe cars and explain the use, operation, and care of cars to meet customers' needs and desires.

Recommend, select, and help locate or obtain cars based on customers' desires.

- Compute sales prices, total purchases, receive, and process cash or credit payments.

- Prepare sales slips or sales contracts.

- Answer questions regarding the store and its merchandise.

- General office duties.

- Reconciling finance accounts and direct debits.

- Controlling credit.

- Working with spreadsheets, purchase ledgers, and journals.

- Sorting out incoming and outgoing daily post, and answering any queries.

- Calculating and checking to make sure payments, amounts, and records are correct.