Joyce Wangui
Bachelor Of Arts Graduate In International Relations, Community/Client Relations Expert.
Nairobi,KENYA
Summary
Bachelor of Arts Graduate in International Relations, Community/Client Services Professional. A confident, reliable and enthusiastic individual, with 17 Years experience in Field Work, Community Liaison and Customer Services.Great personality, Problem Solver, Excellent Communicator, Highly Organized, Excellent Learner.
Overview
25
25
years of professional experience
3
3
years of post-secondary education
2
2
Languages
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.
- Developed proposals and collaborated with team preparing presentation materials.
- 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 on 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.
- Drove sales by developing multi-million dollar contract sales.
- Built relationships with customers and community to establish long-term business growth.
- Managed accounts to retain existing relationships and grow share of business.
Customer Service Representative
Kameme FM
08.2007 - 03.2008
- Operating the Company's Switchboard.
- Front
- Office Reception Duties.
- 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.
- Assigned and designated job territories to customer care staff according to performance and history.
- 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.
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 Diplomacy
09.1993 - 06.1996
Skills
Curriculum Vitae -undefined
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 Diplomacy
09.1993 - 06.1996
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