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
Fleet management
Basic computer knowledge
Team management
Top sales performer
Complaint handling
Outstanding customer service
Excel proficiency
Store maintenance
Customer service expert
Cash and card processing
Transportation solutions
Exceptional communication
Administrative support
Strong customer service orientation
Complaint resolution
Adaptive team player
Creative problem solving
Staff education and training
Credit card processing
Visual merchandising proficiency
Customer loyalty building
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