JOYCE KARIUKI
Customer Service Representative
Nairobi,Kenya
Summary
Resourceful Customer Service Representative with over 4 years of working experience in customer service. Skilled in driving productivity through seeking ways to improve on my role as well as carrying out my duties in line with the job description and to the necessary standards. Ready to grow and venture into an opportunity that will see me thrive and achieve both my personal and organizational goals.
Overview
6
6
years of professional experience
17
17
years of post-secondary education
Work History
Customer Service Representative
Del Monte Kenya Limited
01.2020 - Current
- Focusing on improving overall customer service level by providing excellent service to all customers in a professional manner
- Processing all Orders received in the Order Management system in Oracle and keeping track of LPO deadlines to ensure goods are dispatched on or before committed timelines
- Scheduling orders on time and keeping a follow-up on the deliveries
- Working closely with finance, production, dispatch, and logistics departments to reduce order cycle time and improve fill rates
- In liaison with the sales team, ensuring the Del Monte products master list is aligned to the Customers’ Master list in order to ensure items ordered are available in Del Monte inventory
- Sharing proforma invoices with cash customers in time to guide them on the amount they are supposed to pay for the release of their orders from credit hold
- Raising of departmental purchase requisition(PR) and internal requisition(IR)
- Sharing order status reports on time, enabling sales representatives to sort for orders not yet received as per their forecast, and giving them an indication of all orders that they need to follow up due to credit issues
- Effectively managing teams’ i.e
- Transport service providers, retail merchandisers, trainees, etc
- Maintaining a reliable filing system for proof of deliveries in order to be able to retrieve these documents once needed
- Undertaking any other task assigned in the spirit of teamwork for the growth and development of the office and the company as a whole
- Key Achievements: Improved internal order cycle time by working on orders on time while liaising with the relevant parties(sales representatives, credit control team, and warehouse and dispatch team) and ensured orders were shipped within the shortest time possible
- By booking and scheduling orders on time, order fulfilment cycle time improved
- Ensured proper coordination with colleagues for the order management process to run smoothly
- Kept all sales representatives on toe of day-to-day forecast performance enabling them to sort for orders
- Promptly answered product and service questions via phone and email and effectively offered information on a variety of these products
- Was able to prioritize on most important tasks leading to satisfied customers
- Imparted knowledge to trainees in the department and ensured they were fully utilized in the course of their training period
- Ensured I was productive all through.
Receptionist
Stima Hotel
06.2019 - 11.2019
- Welcoming guests upon arrival and assigning rooms
- Providing information about our Hotel, available rooms, rates, and amenities
- Responding to all incoming calls and emails from existing and potential clients
- Resolving client’s complaints in a timely and professional manner
- Making and confirming reservations for guests
- Key Achievements: Identified and escalated complex customer issues to my supervisor as required
- Listened to and resolved guests' complaints
- Trained two new staff members.
Attachee
Del Monte Kenya Limited
05.2018 - 08.2018
- Transferring Customer orders on the Del Monte order pad
- Calculating the number of cases purchased per day and keeping records
- Assisting all employees in the sales department in carrying out their roles
- Handling all office activities including photocopy, scanning, and binding as required by the office
- I was a fast learner and got to learn skills such as being a collaborative worker.
Education
Bachelor of Commerce - Marketing option - undefined
Chuka University
01.2015 - 05.2019
Kenya Certificate of Secondary Education - undefined
Karoti Girl's High School
01.2011 - 05.2014
Kenya Certificate of Primary Education - undefined
Kaminji Primary School
01.2001 - 05.2010
Skills
Customer Service management skills: Ensuring excellent customer relations are maintained to facilitate growth in customer numbers and retaining the same
Personal Information
- Gender: Female
- Nationality: Kenyan
References
- Mr. Kennedy Irungu, Sales Director, Weetabix E.A Ltd, +254 (0) 722396611
- Mrs. Emilly Ogutu, Fresh Sales Manager, Del Monte Kenya Ltd, +254 (0) 758713282
- Mr. Martin Warutere, Lecturer, Chuka University, +254 (0) 755994142
Timeline
Customer Service Representative
Del Monte Kenya Limited
01.2020 - Current
Receptionist
Stima Hotel
06.2019 - 11.2019
Attachee
Del Monte Kenya Limited
05.2018 - 08.2018
Bachelor of Commerce - Marketing option - undefined
Chuka University
01.2015 - 05.2019
Kenya Certificate of Secondary Education - undefined
Karoti Girl's High School
01.2011 - 05.2014
Kenya Certificate of Primary Education - undefined
Kaminji Primary School
01.2001 - 05.2010
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