Summary
Overview
Work History
Education
Skills
Interests
Trainings and Workshop
References
Timeline
Generic

Kaluki Maundu

Customer Success Executive
Nairobi

Summary

Knowledgeable and dedicated customer service professional with extensive experience developed over time. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialized in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing business.

Overview

11
11
years of professional experience
8
8
years of post-secondary education
1
1
Language

Work History

Senior Administrative Officer

MI Links Limited
Nairobi
07.2020 - 12.2021
  • Represented company at internal and external forums and committees for effective corporate communication and collaboration.
  • Liaised with staff to manage information, develop systems and compile reports using data to identify trends and take action to enhance performance.
  • Managed staff development, and employee relations to adopt consistent, fair and objective decision-making.
  • Categorized and securely processed sensitive documents with information of deeply personal nature or corporate sensitivity.
  • Drafted documents in company-directed formats and fonts, maintaining exceptional style consistency.
  • Supported CEO on financial management and acted as first point of contact for budget holders.
  • Prepared flawless emails and technical memorandums upon direction of immediate supervisor.
  • Supported long-standing professional relationships and established strategic ones, creating favorable conditions for enduring partnerships.
  • Developed and maintained productive relationships with internal and external stakeholders to support increased business.
  • Provided administrative support to clients internally and supported needs for materials organization.
  • Wrote and prepared deliberate yet flexible agendas for company meetings.

Customer Service Representative

First Community Bank
Nairobi
07.2016 - 04.2020
  • Provided primary customer support to internal and external customers.
  • Answered constant flow of customer calls with minimal wait times.
  • Participated in income generation for the branch through sale campaigns,upselling and cross selling.
  • Responded to customer requests for products, services, and company information.
  • Ensuring that the company adhered to policy and regulatory requirements by rigorously vetting new customers during the on boarding process.
  • Built rapport with customers to understand and gather information to respond to their specific needs.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Updated account information to maintain customer records.
  • 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.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • 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 up-to-date knowledge of product and service changes.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction.
  • Cross-trained and provided backup support for organizational leadership.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Microfinance Officer

First community Bank
Nairobi
06.2014 - 06.2016

Direct Sales Representative

Ecobank Kenya
Nairobi
04.2013 - 03.2014

Call Center Agent

ISON BPO
Nairobi
04.2014 - 06.2014

Senior Microfinance Officer

K-Rep Group
Garissa
01.2011 - 10.2012

Education

BBA - Marketing

Kenyatta University
Nairobi, Kenya
09.2018 - Current

Diploma - Public Relations Management

The Kenya Institute of Management
Embu,Kenya
01.2006 - 12.2008

Skills

Relationship management

undefined

Interests

Reading,Travel,Music

Trainings and Workshop

  

  • Empowerment for Customer Service excellence-Power Play
  • Quality Management Systems ISO 9001:2015-MMCAfrica
  • Microfinance Operations for Microfinance officers-KDA

References

  

John Mutui Ikui

Operations Manager, First Community Bank

Telephone no: +254 721 574526

Email: jmutui@fcb.co.ke


Daniel K.Muoki

Managing Director- MI Links Limited

Telephone no: +254 721 306057

Email: Md@mi.co.ke

 

Walter Tinega

Business Advisor,Global Affairs Canada,Nairobi.

Telephone no: +254 728 536 750

Email: wambetati@yahoo.com 

Timeline

Senior Administrative Officer

MI Links Limited
07.2020 - 12.2021

BBA - Marketing

Kenyatta University
09.2018 - Current

Customer Service Representative

First Community Bank
07.2016 - 04.2020

Microfinance Officer

First community Bank
06.2014 - 06.2016

Call Center Agent

ISON BPO
04.2014 - 06.2014

Direct Sales Representative

Ecobank Kenya
04.2013 - 03.2014

Senior Microfinance Officer

K-Rep Group
01.2011 - 10.2012

Diploma - Public Relations Management

The Kenya Institute of Management
01.2006 - 12.2008

Similar Profiles

CREATE PROFILE
Kaluki MaunduCustomer Success Executive