Summary
Overview
Work History
Education
Skills
Timeline
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Joyce Wangari

Business Administration and Management
Nairobi

Summary

I am a dedicated Customer Service Representative motivated to improve service satisfaction and contribute to overall company success.


i am a dedicated administration assistant with 6 of years of customer service experience within dynamic, fast-pace environments. Excellent interpersonal skills aiding positive professional relationships for recurring business and guaranteed customer satisfaction.


I am Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.


I am Enthusiastic Customer Service and Telesales Representative with in-depth knowledge of sales, account management and training. Provide superior customer service and resolve all issues quickly and with positive attitude.


I am Focused Customer Service Representative skilled in customer relationship development and sales. Providing unsurpassed support to demanding customers with a passion for consistently improving numbers, enhancing knowledge and exceeding expectations.


I am an Attentive administrative team member organised in managing enquiries and documents. Prompt in handling communications and developing resolutions for diverse concerns. Thorough and detail-oriented in following procedures.

Overview

7
7
years of professional experience
3
3
years of post-secondary education
3
3
Languages

Work History

Customer Experience Agent

Burn Manufacturing
Nairobi, Kenya
07.2023 - Current
  • Handled phone, email and social media enquiries with consistent customer service across multiple channels.
  • Processed inbound customer calls, providing information on service or product upgrades
  • Managed 150+ daily calls, taking orders and escalated cancellations.
  • Answered customer telephone calls promptly and improved on-hold wait times.
  • Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
  • Assisted customers with varying questions using product knowledge and service expertise.
  • Applied conflict management to stressed and concerned customers.
  • Handled in-person, email and mailed correspondence.

Front Desk Receptionist

TONY PARLOR
Nairobi, Kenya
04.2022 - 06.2023
  • Provided information about duties and responsibilities of committees.
  • Performed administrative support tasks such as data entry, appointment scheduling and phone call screening.
  • Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
  • Kept reception area clean and neat to give visitors positive impression of the company.
  • Assisted administrative staff with special projects using file management skills.
  • Scheduled meetings for internal personnel, partners and clients using Scoro.
  • Expertly handled complaints and recorded customer feedback to enhance guest experience.
  • Resolved minor customer issues and requests for information, escalating complex problems to line manager.

Legal Administrative Assistant

KENGEN
Nairobi, Kenya
01.2020 - 02.2021
  • Recorded detailed minutes during staff meetings, collating and distributing notes within minute timeframe.
  • Warmly greeted visitors, ascertaining nature of business and directing to appropriate staff members.
  • Coordinated and secured accommodation and other travel arrangements .
  • Processed and filed incoming and outgoing mail, thoroughly maintaining records for maximum efficiency.
  • Answered telephone calls and relayed messages effectively, maintaining strict confidentiality throughout.
  • Drafted correspondence on behalf of legal partners and other staff members, ensuring attention to detail to minimise errors.
  • Created legally binding wills for clients.
  • Proofread and revised draft documents daily to optimise formatting, punctuation and consistency.

Administrative Intern

KENGEN
Nairobi, Kenya
05.2017 - 08.2017
  • Responded to telephone enquiries from clients, vendors and members of public.
  • Reviewed expense reports and invoices to assist with monthly accounting processing.
  • Scheduled and confirmed appointments for entire management team.
  • Registered visitors, guests and contractors upon arrival, providing access passes.
  • Verified documents and associated records to catch and resolve discrepancies.
  • Maintained tidy reception area to provide visitors with positive first impression of company.
  • Greeted customers promptly and professionally, providing friendly, knowledgeable assistance.
  • Sorted and organised different types of information by document type, personnel or location.

Education

diploma business Management and Admin - Administration

ZETECH UNIVERSITY
Nairobi, 30
01.2016 - 12.2018

Skills

Invoicing and receipts

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Timeline

Customer Experience Agent

Burn Manufacturing
07.2023 - Current

Front Desk Receptionist

TONY PARLOR
04.2022 - 06.2023

Legal Administrative Assistant

KENGEN
01.2020 - 02.2021

Administrative Intern

KENGEN
05.2017 - 08.2017

diploma business Management and Admin - Administration

ZETECH UNIVERSITY
01.2016 - 12.2018

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Joyce Wangari Business Administration and Management