Joyce Wangui
Nairobi
Summary
Personable and community-oriented professional dedicated to exceeding community and client expectations while maintaining organizational standards. Skilled in swiftly and effectively resolving problems through strong communication skills. Recognized for successfully implementing interventions using the latest technologies. Proven track record in client relations and a commitment to excellence, well-equipped to make a significant impact in any role.
Overview
26
26
years of professional experience
Work History
Community /Client Relations Officer
Gitue Water Services Limited
09.2010 - Current
- Front Office and Reception Duties
- Community Sensitization
- Compiling Records and Reports
- Receiving and solving Customer Queries and Complaints
- Planning and Executing site visits
- Banking and Debt Collection
- New Sales per Customer Queries
- Shared client's engagement history, culture, organizational structure, competitive landscape and differentiators with new business and account teams
- Influenced decision-makers in key areas within client organization to drive sales
- Generated leads and boosted brand through professional and personal networks
- Reported field activity, interactions and results weekly
- Documented accurate data
- Customer relationships to maintain strong ties and customer satisfaction
- Created, monitored and pursued client business and financial plans
- Developed relationships with executives to generate ideas and pursue opportunities
- Presented contracts to clients, answered questions and obtained signatures
- Demonstrated products to show potential customers benefits and advantages and encourage purchases
- Built relationships with customers and community to establish long-term business growth
- Managed accounts to retain existing relationships and grow share of business
- Enhanced customer satisfaction by promptly addressing and resolving concerns in a professional manner
- Streamlined communication channels with clients to ensure timely updates on account activities and service offerings
- Contributed to the development of training materials aimed at enhancing the skills of fellow team members in managing client relationships effectively
- Assisted in crafting sales proposals that demonstrated a clear understanding of potential clients' unique challenges and showcased how our solutions could address them
- Coordinated successful events aimed at showcasing company offerings while strengthening bonds between clients and the organization
- Championed internal efforts focused on elevating employee understanding of client needs, promoting a culture centered around excellent customer service delivery
- Boosted company reputation by consistently providing exceptional customer service to various stakeholders
- Developed targeted marketing campaigns geared towards increasing awareness of new products or services among existing clientele
- Evaluated client feedback on a regular basis, implementing changes to existing processes and strategies as needed to maintain high levels of satisfaction
- Implemented effective strategies for proactive client outreach, building strong relationships and fostering loyalty
- Conducted comprehensive assessments of client accounts, identifying areas for improvement and growth opportunities
- Generated leads by actively networking within industry circles, expanding the company's reach into untapped markets
- Served as a key point-of-contact for high-value clients, ensuring their needs were met promptly and efficiently throughout all stages of engagement
- Delivered informative presentations to prospective customers, effectively communicating the value of partnering with our company
- Managed customer relations on ongoing basis to maximize customer retention
- Created customer support strategies to increase customer retention
- Delivered superior customer service to strengthen relationships and drive future business revenue
- Worked with clients to address and respond to client and partnership management issues
- Educated customers about Product or Service options and processed purchases
- Analyzed customer feedback to identify areas for improvement in service delivery
- Strengthened community relationships by organizing and hosting regular meetings, workshops, and events
- Promoted a positive image of the organization to the public through proactive responses to inquiries, complaints, and concerns
- Maintained detailed records of client interactions, ensuring accurate documentation for future reference
- Streamlined call handling processes for improved efficiency and reduced wait times
- Described product and service details to customers to provide information on benefits and advantages
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat
- Developed working relationships with internal and external customers while assisting with account management duties
- Increased customer loyalty through personalized interactions, building rapport with clients
- Enhanced customer satisfaction by providing timely and accurate information on products and services
- Contributed to positive work environment by actively participating in team meetings and offering constructive feedback when appropriate
- Resolved customer complaints with empathy and professionalism, ensuring repeat business
- Facilitated successful cross-departmental communication to ensure seamless coordination in resolving customer inquiries
- Supported colleagues during periods of high demand or staff shortages, displaying a strong teamwork mentality
- Handled escalated customer concerns with diplomacy and tact, finding agreeable solutions that satisfied both parties
- Employed comprehensive benchmarks to establish and monitor customer service standards
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies
Customer Service Representative
Kameme FM
08.2007 - 03.2008
- Operating the Company's Switchboard
- Front Office & Reception
- Company Events Management
- Compiling Reports on Daily Calls
- Arranging meetings and appointments
- Sitting in for staff when necessary
- Resolved concerns with products or services to help with retention and drive sales
- Responded to customer calls and emails to answer questions about products and services
- Offered free products or services to pacify irate or unsatisfied customers
- Provided customers with updates and periodic statements on service developments and changes in trends
- Maintained courteous, friendly atmosphere for guests to increase overall satisfaction and customer service standards
- Embraced spotlight on customer service by creating courteous, friendly atmosphere for guests
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Boosted sales revenue by skillfully promoting diverse service options
- Provided primary customer support to internal and external customers
- Collected customer information and analyzed customer needs to recommend potential products or services
- Offered advice and assistance to customers, paying attention to special needs or wants
- Answered constant flow of customer calls with minimal wait times
- Updated account information to maintain customer records
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Responded to customer requests for products, services, and company information
- Handled customer inquiries and suggestions courteously and professionally
Customer Service Representative
Mobile Ya Wananchi
01.2002 - 09.2002
- Customer Service and Sales
- Daily Sales Records
- Forwarding complex queries to respective departments
- Portraying a positive image of the Company at all times
- Responded to customer requests for products, services, and company information
- Answered constant flow of customer calls with minimal wait times
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Updated account information to maintain customer records
- Provided primary customer support to internal and external customers
- Offered advice and assistance to customers, paying attention to special needs or wants
- Answered customer telephone calls promptly to avoid on-hold wait times
- Processed customer service orders promptly to increase customer satisfaction
- Utilized customer service software to manage interactions and track customer satisfaction
- Handled customer inquiries and suggestions courteously and professionally
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Tracked customer service cases and updated service software with customer information
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces
- Increased efficiency and team productivity by promoting operational best practices
- Developed customer service policies and procedures to meet and exceed industry service standards
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Handled customer inquiries and suggestions courteously and professionally
Customer Service Representative
Kencell Communications Limited
01.2001 - 09.2001
- Customer Invoices Billing
- First Point of Contact
Customer Service Representative
Capital Group
01.2000 - 02.2001
- First Point of Contact for the Company
- Customer Support and Sales
- Sales Reconciliation
- Billing
Customer Service Representative
Africa Online Limited
01.1999 - 09.1999
- First Contact Person for the Company
- Reception Front Office Duties
- Switchboard Operation
- Call Center Employee
- Resolving Customer Queries and Complaints
- Portraying Best Image of the Company
Education
Bachelor of Arts - International Relations, Liberal Arts, Humanities
United States International University Africa- USIU-Africa
NairobiSkills
- Excellent Communication
- Passion for Customer Service
- Passion for Humanitarian Work
- Empathy and Approachable
- Front Office and Reception
- Customer Service
- Effective Listening
- Strategic Issue Resolution
- Effective Interpersonal Communication
- Emotional Regulation
- Community Networking
- Effective Complaint Resolution
- Office Administration
- Effective Problem Resolution
- Client Relationship Management
- High Ethics and Professional
- Collaborative Teamwork
- Documentation and reporting
- Travel coordination
- Global Flexibility
Languages
English
Swahili
References
- MRS CAROL NGENO, UNICEF KENYA, 0722 775 830
- MR KIRAITHE WAMUTITO, KBC KENYA, 0722 749 045
Personal Information
Title: Community And Client Services Expert
Timeline
Community /Client Relations Officer
Gitue Water Services Limited
09.2010 - Current
Customer Service Representative
Kameme FM
08.2007 - 03.2008
Customer Service Representative
Mobile Ya Wananchi
01.2002 - 09.2002
Customer Service Representative
Kencell Communications Limited
01.2001 - 09.2001
Customer Service Representative
Capital Group
01.2000 - 02.2001
Customer Service Representative
Africa Online Limited
01.1999 - 09.1999
Bachelor of Arts - International Relations, Liberal Arts, Humanities
United States International University Africa- USIU-Africa
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