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 dataCommunication skills-facilitation, presentation, report writing
Documentation and reporting
Inbound and outbound calling
Service recommendations
Report preparation
Complaint resolution
Account management
Service standard compliance
Key stakeholder relationship building
Creative problem solving
Strategic sales knowledge
Stock management
Professional telephone demeanor
Receiving support
Recordkeeping strengths
Money handling abilities
Administrative support
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