Julia Nasimiyu Abraham
Nairobi,30
Summary
PROFILE SUMMARY An experienced, dynamic and professional Customer Service Representative and phone operator with a proven track record of achieving results through people in complex and challenging roles, at all levels. I have a wealth of experience in office administration, customer service, reception roles, cashiering, quick books, tele sales and phone operation. My personal objective is to use my interpersonal and communication skills at my position at work to resolve customer problems and foster a goo d relationship between them and the company. To use my experience, combine with my combined with my professional problem-solving skills, to provide outstanding service. I am eager to combine my energy and time to make a meaningful contribution to the organization's long term goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
ATS Compliant CV/Resume Cover and Letter Writer |
Upwork.com
09.2023 - Current
- Created over 20 Resumes per week
- Managed competing deadlines with efficiency.
- Presented clients with unique copy options based on overall marketing objectives.
- Composed original written material for various types of publications and submitted for approval by supervisor, editor or publisher.
- Completed accurate and polished formatting in line with publishing standards prior to submission.
Customer Service Representative
ONFON MEDIA
10.2020 - Current
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Processed customer service orders promptly to increase customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Reliever Receptionist
Citi Bank N.A
05.2017 - 10.2017
- Answering the switchboard, screening and forwarding incoming phone calls
- Managed over 30 calls per day
- Receiving and sorting daily mail/deliveries/couriers
- Confirmed appointments, communicated with clients, and updated client records
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Resolved customer problems and complaints
- Provided clerical support to company employees by copying, faxing, and filing documents
- Corresponded with clients through email, telephone, or postal mail
- Kept reception area clean and neat to give visitors positive first impression
Customer service representative, Front office assistant
City Eye Hospital
10.2017 - 07.2017
- Manage over 100 calls per day
- Answered constant flow of customer calls with minimal wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
- Updated account information to maintain customer records
- Directed phone inquiries, answered customer questions, and scheduled appointments
- Responded to inquiries from callers seeking information
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered customer telephone calls promptly to avoid on-hold wait times
- Provided primary customer support to internal and external customers
- Responded to customer requests for products, services, and company information
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention
Call centre agent
03.2013 - 10.2016
- Managed over 100 calls per day
- Documented and detailed calls and complaints using call center's CRM database
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Resolved concerns with products or services to help with retention and drive sales
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Maintained and managed customer files and databases
- Performed various clerical duties by filing and faxing documents and creating customer databases
- Generated customer service reports to track customer satisfaction
- Responded to customer calls and emails to answer questions about products and services
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Detailed payment options and explained price, receipt and billing details to customers
- Attended telephone skills and program information training sessions to boost aptitude
Education
Certificate in Ophthalmic assistance - Ophthamology
City Eye Hospital
Nairobi01.2018
ICDL -
Institute of Advanced Technology
Nairobi, 3003.2010
High School Diploma -
State House Girls' School
Nairobi11.2007
Skills
- Languages
- Ms Office Suite
- Team collaboration
- Administrative tasks
- Operations support
- Research
Certification
- [Ophthalmology], [City Eye Hospital ]- [2017-2020]
Acting
I started acting in highschool. I took a break but I am now just getting back in the industry
Languages
English
Native language
Swahili
Beginner
A1
Timeline
ATS Compliant CV/Resume Cover and Letter Writer |
Upwork.com
09.2023 - Current
Customer Service Representative
ONFON MEDIA
10.2020 - Current
Customer service representative, Front office assistant
City Eye Hospital
10.2017 - 07.2017
Reliever Receptionist
Citi Bank N.A
05.2017 - 10.2017
Call centre agent
03.2013 - 10.2016
Certificate in Ophthalmic assistance - Ophthamology
City Eye Hospital
ICDL -
Institute of Advanced Technology
High School Diploma -
State House Girls' School
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