KEZIAH WANJIRU KARIUKI

• Resolving customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managing high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhancing customer satisfaction by promptly addressing concerns and providing accurate information.
• Responding to customer requests for products, services, and company information.
• Answering customer questions and providing assistance.
• Following up with customers to ensure issues are resolved.
• Handling complaints and escalated them to management.
• Processing payments and orders.
• Making outbound calls to customers.
• Handling escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Maintaining detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Developing strong product knowledge to provide informed recommendations based on individual customer needs.
• Updating customer information in the CRM system.
• Ensuring customers are satisfied with their call.
• Reporting potential service issues to management

Skills.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Collaborated with product team to communicate customer feedback, resulting in product enhancements.
• Addressed customer inquiries to ensure satisfaction and foster positive service experience.

• Completed transcriptions with outstanding precision and efficiency to meet assigned turnaround timeframes.
• Transcribed audio from various sources, listening attentively to deliver correct, actual dictation.
• Checked transcripts for spelling and grammar accuracy, ensuring readiness for distribution and publication.
• Produced transcripts for clients,coordinating with them and working to exact specifications and delivered high-standard results.
• Enhanced client satisfaction by efficiently managing and organizing schedules, appointments, and travel arrangements.
• Upheld the highest standard of confidentiality when handling sensitive information related to clients'' personal or business affairs.
• Boosted productivity levels by constantly refining personal typing speed and accuracy skills throughout the work history period as a Transcriber.
• Verified accuracy of transcribed material prior to finalization.
• Maintained database of transcribed documents for easy access and retrieval.
• Developed and implemented strategies to improve transcription efficiency.
• Maintained logs of incoming dictation projects and transcription records.
• Produced and delivered transcripts within anticipated timeframes to meet tight deadlines.
• Transcribed sensitive documents with complete confidentiality.
• Reviewed and edited transcripts to verify and provide accurate and complete information.
• Responded to inquiries regarding transcripts to provide information and resolve issues.
• Supported continuous improvement initiatives by providing feedback on transcription processes and suggesting enhancements.
• Assisted in quality control measures by reviewing transcription work for accuracy and consistency.
• Enhanced transcription accuracy by meticulously proofreading and editing completed documents.
• Delivered exceptional results under tight deadlines, consistently meeting or exceeding client expectations for transcription accuracy and timeliness.
• Maintained meticulous records of transcription tasks for easy retrieval and reference, enhancing operational efficiency.

• Registered and processed claims of any damages occasioned by motorist to the expressway.
• Maintainined and kept the Expressway and any repairs in good order.
• Investigated and stopped any illegal encroachment, pollution, damage, or occupation of the expressway according to the applicable laws and regulations.
• Worked with the appropriate law enforcement department to investigate and punish any illegal conducts.
• Operated and maintained the toll stations.
• Liaised with patrol team in reporting vehicles that fail to stop and comply with the traffic laws after causing or being involved in accidents along the expressway to the Inspection team for investigations and prosecution.
• Approved, motored and inspected any activities under the expressway bridge.
• Dealt with any lawsuits, demands and or claims against the company.
• Sensitizing the public on road safety along Expressway.
• Exercised any other powers granted by applicable laws and regulations.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Fostered positive customer service culture within team which led to higher customer satisfaction rates.
• Participated in training programs to enhance product knowledge and customer service skills.
• Analyzed customer service metrics to identify trends and develop strategies for improvement.
• Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
• Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Maintained up-to-date knowledge of product and service changes.
• Delivered prompt service to prioritize customer needs.

• Presenting and selling company products to existing and potential customers
• Clearing any unwanted products from displays and monitoring the sales performances of products
• Ensuring that the shelves of assigned retail stores are stocked with products and displaying them accordingly for customers
• Improved performance of in-store team, consistently reviewing and updating best practices.
• Maximised sales by designing interactive and engaging store displays.
• Collaborated with manufacturers, suppliers and retailers to facilitate proper execution of merchandising plans.
• Accompanied retail buying manager on visits to manufacturers to further understand production processes and identify future product ideas.
• Built thorough understanding of sales patterns of all products, utilising week cover to identify reordering requirements on weekly basis.
• Answered customers' questions about products, prices and availability to enhance customer satisfaction.
• Identified customers' needs and interests to recommend suitable products.
• Monitored competitors' products, prices and sales to identify and take advantage of any marketing gaps.
• Worked closely with marketing to foster timely launch of online products to online shop.
• Provided information to help management in decision-making by reporting growth, expansion or closure of stores in assigned territory.
• Conferred with team members to achieve set KPIs, leading to business growth.
• Used business directories and followed leads from existing customers to identify prospective clients.
• Managed turn over of fast selling lines, forecasting for peak trading seasons to avoid stock-outs.
• Safeguarding company assets and maintaining high integrity critical action planning and implementation.

• Managing inventory and coordinating the demand and supply by prioritizing conflict demands.
• Analysed and updated stock levels to achieve accurate, reliable inventory management.
• Used extensive experience in stock control, handling and counting to provide well-rounded inventory management.
• Managed strategic stock planning and forecasting, assisting company delivery against purchase targets.
• Assessed suitability of current and potential suppliers, enhancing cost-effective, efficient stock provisions.
• Liaised with suppliers to maintain stable supplies within target turnaround times.
• Identified system weaknesses and development opportunities, aiding continual evolution towards improved stock control.
• Investigated stock issues and discrepancies thoroughly, seeking swift, resourceful solutions.
• Maintained excellent stock availability through effective supplier management and stock forecasting.
• Regularly reviewed stock counts to effectively reorder and achieve strong product availability.
• Completed physical inventory counts each month.
• Participated in annual physical inventories to verify accuracy of records and identify any discrepancies that needed correction.
• Performed data entry and completed proper paperwork.
• Enhanced inventory accuracy by conducting regular cycle counts and reconciling discrepancies.
• Assisted in implementing a new inventory management system, resulting in more accurate record-keeping and reduced errors.
• Collaborated with team members to ensure timely completion of daily tasks, increasing overall productivity.
• Provided excellent customer service by quickly responding to inquiries and resolving concerns related to inventory availability or shipment status.
• Prepared detailed reports on inventory levels and movement trends, providing valuable information for decision-making purposes.
• Maintained a clean and well-organized work environment, promoting safety and efficiency among team members.
• Implemented barcode scanning technology within the warehouse, speeding up item retrieval times during order fulfillment processes significantly.
• Optimized storage layouts by analyzing space usage patterns, leading to increased capacity without additional expense or construction requirements.
• Ensured compliance with regulations concerning hazardous materials storage, contributing to a safe working environment.
• Streamlined warehouse organization for improved efficiency in locating items and fulfilling orders.
• Trained new employees on proper procedures, boosting their ability to contribute effectively as part of the team.
• Coordinated with suppli to establish optimal delivery schedules, reducing instances of overstock or stockouts.
• Conducted detailed inventory analysis reports for management review, informing strategic decision-making.
• Assisted in development of inventory forecasting model, improving accuracy of stock ordering.
• Enhanced product availability with efficient inventory tracking, ensuring high-demand items were always in stock.
• Conducted regular inventory audits to ensure stock levels were accurately maintained, minimizing discrepancies.
• Led project to identify and phase out slow-moving stock, freeing up valuable warehouse space.
• Improved warehouse space utilization with strategic reorganization of stock areas.
• Monitored supply chain disruptions and proactively adjusted orders, maintaining stock levels during peak periods.
• Collaborated with IT department to upgrade inventory management software, enhancing feature set and usability.
• Optimized order fulfillment process, reducing time from order placement to shipment.
• Facilitated training sessions for new staff on inventory management software, boosting team productivity.
• Implemented returns processing system that expedited restocking of returned goods and minimized losses.
• Reduced waste by identifying and addressing issues in stock rotation practices.
• Improved inventory handling procedures to minimize damage during storage and handling, preserving product quality.
• Collaborated with sales team to align inventory levels with promotional activities, optimizing sales opportunities.
• Streamlined inventory management processes, significantly reducing time spent on stock audits.
• Communicated with carrier representatives, arranging for special deliveries and shipment receipts.
• Verified orders by comparing names and quantity of items packaged with shipping documents.
• Compared shipping orders and invoices against contents received to verify accuracy.
• Worked effectively with shippers to resolve shipment issues, damaged materials and shortages.
• Monitored inventory to maintain sufficient supply levels to meet business and customer needs.
• Packed, secured, labeled and applied postage to materials to prepare items for shipment.
• Processed required paperwork to expedite handling of shipped and received goods.
• Inspected incoming and outgoing shipments to identify discrepancies with records.
• Requisitioned new supplies and maintained storage areas for smooth department operations.
• Utilized forklift or pallet truck to load, unload, transport and store goods.
• Moved shipment materials to and from designated areas using lift and hand trucks.
• Supported reporting, accounting and recordkeeping staff with accurate updates regarding shipment information.
• Corresponded with carrier representatives to make arrangements and provide instructions for shipment and delivery of orders.
• Factored shipping procedures, rates and routes in making determinations on best shipping methods for materials.