MAXWELL NJOROGE KINYARI
Customer Service Officer
Nairobi
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Boost customer loyalty by delivering expert support and guidance to resolve any problem. Skillfully multitask and prioritize actions to manage incoming calls, emails and in-person inquiries. Good research, communication and teamwork abilities.
Overview
2
2
years of professional experience
12
12
years of post-secondary education
1
1
Language
Work History
Customer Service Officer
Unaitas Sacco
Nairobi
03.2021 - Current
- Promoted company brand and unique offerings through personalized customer service.
- Communicated with clients regarding account services, statements, and balances.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Build customer relationships
- Maintain and manage existing accounts
- Capture new accounts
- Respond to customer inquiries and resolve
- Maintain customer database and update periodically
- Assist customers in depositing and withdrawing cash
- Refer complex issues to the management
- Ensure best practices in rendering services to customers
- Resolve concerns with products or services to help with retention and drive sales.
- Collect customer feedback and maKe process changes to exceed customer satisfaction goals.
- Complete data entry to record call notes, suggestions and questions.
- Respond to customer calls and emails to answer questions about products and services.
- Assiste call-in customers with questions and orders.
- Helpe large volume of customers every day with positive attitude and focus on customer satisfaction.
- Initiate investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Respond to customer requests for products, services and company information.
- Collect and analyze customer information to prepare product or service reports.
- Clarify customer issues and determine root cause of problems to resolve product or service complaints.
- Answer customer telephone calls promptly to avoid on-hold wait times.
- Recommend products to customers, thoroughly explaining details.
- Record account information to open new customer accounts.
- Offer advice and assistance to customers, paying attention to special needs or wants.
- Answer product and service questions, suggesting other offerings to attract potential customers.
Intern
Ministry of Health
Nairobi
08.2018 - 01.2019
- Maintaining the imp rest ledger
- Issuing imp rest to staff
- Maintaining the cashbook
- Numbering and preparation of payment vouchers
- Sorted, organized and maintained files.
- Provided clerical support, addressing routine and special requirements.
- Developed business, financial and analytical skills in fast-paced work environment.
Attachee, Accounts Section
Kenya Civil Aviation Authority
Nairobi
06.2015 - 08.2015
- Collection, compilation, sorting and data analysis of aircraft movement
- Preparation of imp rests
- Collection of cash receipts from briefing office and posting them against daily aircraft movement records
- Issuance of aircraft clearance letters
- Reconciling monthly revenue data with that of Kenya
- Revenue Authority
- Preparation of monthly Aircraft statistical movements.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Drove operational improvements which resulted in savings and improved profit margins.
- Maintained excellent attendance record, consistently arriving to work on time.
- Improved operations through consistent hard work and dedication.
Education
Pursuing Certified Credit Professional (CCP) Section 3 - Credit Management
ROYAL BUSINESS SCHOOL
Nairobi 06.2019 - Current
Undergraduate, Bachelor of Commerce - Accounting
PWANI UNIVERSITY
Kilifi County 09.2012 - 12.2017
High School Diploma -
BARICHO BOYS HIGH SCHOOL
Kirinyaga County 04.2008 - 04.2011
Skills
Skills acquired Research methods-data collection, analysis and present dataundefined
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Additional Information
REFEREES
1. Mrs Margaret Kariuki
Senior Assistant Accounts General
Ministry of Health wkariuki@ymail.com
Tel: +254 725263052
2. Mr Joseph Kiraita
Senior Assistant Accounts General
Ministry of Agriculture
Tel: +254 733760493
3. Loice Mulongo
Team Leader, Contact Centre
Unaitas Sacco Limited
Tel: +254 716444088
Timeline
Customer Service Officer
Unaitas Sacco
03.2021 - Current
Pursuing Certified Credit Professional (CCP) Section 3 - Credit Management
ROYAL BUSINESS SCHOOL
06.2019 - Current
Intern
Ministry of Health
08.2018 - 01.2019
Attachee, Accounts Section
Kenya Civil Aviation Authority
06.2015 - 08.2015
Undergraduate, Bachelor of Commerce - Accounting
PWANI UNIVERSITY
09.2012 - 12.2017
High School Diploma -
BARICHO BOYS HIGH SCHOOL
04.2008 - 04.2011
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