Summary
Overview
Work History
Education
Skills
Software
Languages
Interests
References
Timeline
Generic
Joyce Mwaura

Joyce Mwaura

Customer Service Representative
Nairobi, Nairobi County,30

Summary

Dedicated and proactive Customer Service Representative with a proven track record of enhancing customer satisfaction through effective communication and problem-solving. Experienced in managing customer relationships, resolving issues, and utilizing CRM tools to streamline operations. Seeking to bring my expertise to your company to contribute to customer success and support.


Overview

4
4
years of professional experience

Work History

International Customer Service Representative

CCI Global (Shutterfly Campaign)
01.2023 - 01.2024
  • Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Maintained up-to-date knowledge of product and service changes.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Handled a high volume of customer inquiries and resolved issues effectively.
  • Maintained a customer satisfaction rate of over 90%.
  • Collaborated with team members to improve service processes and customer experience.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.


Customer Service Representative Intern

NHIF
01.2023 - 03.2023
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Aligned daily tasks according to established priorities while remaining adaptable in fast-paced environments.
  • Developed rapport with customers by actively listening and empathizing with their concerns.
  • Consistently met or exceeded performance metrics related to call handling and resolution rates.
  • Contributed to a reduction in average call wait time through efficient problem-solving skills.
  • Maintained up-to-date knowledge of service changes.

Transcriptionist

REV
01.2020 - 01.2023
  • Adapted quickly to new technology platforms and software programs introduced within the workplace, enhancing overall efficiency levels.
  • Effectively prioritized workload to balance multiple projects concurrently without compromising quality or deadline adherence.
  • Delivered excellent customer service by promptly addressing inquiries and concerns from clients regarding their projects.
  • Enhanced transcription accuracy by diligently proofreading and editing final documents.
  • Followed specific guidelines and style rules to meet clients' requirements and maintain consistency.
  • Maintained strict confidentiality with sensitive information, ensuring client trust and privacy.


Information Technology Intern

NHIF
01.2020 - 03.2020
  • Maintained current software licenses and patched applications to stay up-to-date with latest features.
  • Developed test plans for application deployments that identified potential problems before full release.
  • Streamlined workflow processes for improved productivity through the implementation of IT solutions.
  • Installed and configured software and hardware.
  • Reviewed system and network performance to make proactive adjustments based on established IT policies.
  • Collaborated with cross-functional teams to develop comprehensive IT strategies aligned with business objectives.

Education

Diploma in Information Technology

KCA University
Nairobi, Kenya
04.2001 -

ICDL

Mahanaim College
Nairobi,Kenya
04.2001 -

Highschool

Githunguri Girls High School
Nairobi,kenya
04.2001 -

Primary School

The Trinity School
Kenya
11.2013

Skills

Software

Salesforce

CRM tools

Microsoft office suite

Zendesk

Live chat

Google workspace

Languages

English, Swahili, Turkish
Native language
English
Proficient
C2
Swahili
Proficient
C2
Turkish
Beginner
A1

Interests

Networking

Reading books

Digital engagement

Problem solving puzzles

Technology enthusiast

Customer advocacy

References

1. Paul Stanley Thiaka

Tel no:   0706913108

pthiaka@nhif.or.ke

ICT   Officer Buruburu branch

2. Calvin Owiti

Tel no:0729084553

cowiti@nhif.or.ke

claims officer   Ruaraka branch

3. Fredrick Omondi

Tel no:0724318068

fomondio@students.kcau.ac.ke

lecturer kcau

Timeline

International Customer Service Representative

CCI Global (Shutterfly Campaign)
01.2023 - 01.2024

Customer Service Representative Intern

NHIF
01.2023 - 03.2023

Transcriptionist

REV
01.2020 - 01.2023

Information Technology Intern

NHIF
01.2020 - 03.2020

Diploma in Information Technology

KCA University
04.2001 -

ICDL

Mahanaim College
04.2001 -

Highschool

Githunguri Girls High School
04.2001 -

Primary School

The Trinity School

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Joyce MwauraCustomer Service Representative