JANE MURUGI
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
11
11
years of post-secondary education
1
1
Language
Work History
Customer Service Representative
Freelance
06.2020 - 11.2023
- Streamlined communication channels for improved customer experience and faster response times.
- Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
- Contributed to a positive work environment by actively participating in team meetings and sharing ideas for improvement.
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
- Educated customers about available services, promotions, or discounts; up-selling products when appropriate.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Volunteer data clerk
JOOTRH
01.2019 - 02.2020
- Provided support during audits by supplying accurate documentation of all processed transactions as needed.
- Prepared detailed reports for management, showcasing trends and insights derived from analyzed data sets.
- Supported team members by cross-checking their work to ensure accuracy and consistency in data entry.
- Mastered various software programs for efficient data input and analysis, increasing overall productivity.
- Managed sensitive customer information with care, ensuring strict compliance with company policies and legal regulations surrounding data privacy.
- Implemented efficient backup protocols, protecting valuable data assets from potential loss due to system failures or hardware malfunctions.
- Maintained high-quality data records by consistently updating and organizing information in databases.
- Completed data entry tasks with accuracy and efficiency.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
Accounts clerk
Open Patmon Enterprises Limited
04.2016 - 08.2018
- Ensured prompt payment of invoices, negotiating with vendors to secure favorable terms and discounts.
- Completed accurate bank reconciliations, identifying errors and rectifying any discrepancies promptly.
- Provided exceptional customer service to both internal departments and external clients while resolving billing inquiries efficiently.
- Optimized cash flow management, tracking incoming payments, and coordinating collections efforts when necessary.
- Enhanced financial accuracy, maintaining detailed records of all transactions and bank deposits.
- Completed bi-weekly payroll for company employees.
- Implemented new accounting processes to decrease spending and work flow downtime.
Store Keeper.
General Merchant Stores.
12.2014 - 04.2016
- Managed store budgets effectively, monitoring expenses closely to ensure optimal resource allocation.
- Streamlined supply chain operations, negotiating with suppliers for better pricing and delivery terms.
- Provided reliable support during audits by presenting well-organized documentation, ensuring transparency in inventory management processes.
- Enhanced store organization by implementing effective storage solutions and space utilization techniques.
- Improved inventory accuracy by conducting regular stock checks and maintaining updated records.
- Reduced stock discrepancies by diligently investigating variances and taking corrective actions as needed.
- Assisted customers by answering questions and suggesting merchandise.
- Monitored inventory to maintain sufficient supply levels to meet business and customer needs.
Education
BACHELOR OF ARTS - SOCIOLOGY
UNIVERSITY OF NAIROBI
09.2017 - 04.2022
DIPLOMA IN PURCHASING AND SUPPLIES MANAGEMENT - undefined
KENYA INSTITUTE OF MANAGEMENT
06.2011 - 05.2012
CERTIFICATE COURSE IN MANAGEMENT - undefined
KENYA INSTITUTE OF MANAGEMENT
03.2011 - 05.2011
CERTIFICATE IN COMPUTER STUDIES - undefined
ALTEC COMPUTER CENTER
11.2010 - 05.2011
KENYA CERTIFICATE OF SECONDARY EDUCATION - undefined
KARIMA GIRLS HIGH SCHOOL
01.2006 - 05.2010
Skills
Call Management
undefinedPersonal Information
- Date of Birth: 02/02/92
- Gender: Female
- Nationality: Kenyan
- Religion: Christian
References
- DR.VICTOR OMOLLO, DOCTOR, 0707160873, victorciv2@gmail.com
- DR BEN NYARIKI NYANCHOGA, LECTURER UON, P.O BOX 30197-00100, NAIROBI, 0710770431
- DAVID KARIRU MACHARIA, BANKER, P.O BOX 59559-00200, NAIROBI, 0712312371
Competence
- Dynamic, highly motivated and able to demonstrate strategic focus.
- Responsible and able to work under minimum supervision.
- Team player, honest, hardworking and patient.
- Positive attitude and goal oriented.
- Ambitious, hardworking and able to work under immense pressure to meet deadlines.
- Excellent communication skills.
- Good organizational skills.
- Able to handle assignments successfully and effectively.
Training
2021, AJIRA DIGITAL TRAINING
Timeline
Customer Service Representative
Freelance
06.2020 - 11.2023
Volunteer data clerk
JOOTRH
01.2019 - 02.2020
BACHELOR OF ARTS - SOCIOLOGY
UNIVERSITY OF NAIROBI
09.2017 - 04.2022
Accounts clerk
Open Patmon Enterprises Limited
04.2016 - 08.2018
Store Keeper.
General Merchant Stores.
12.2014 - 04.2016
DIPLOMA IN PURCHASING AND SUPPLIES MANAGEMENT - undefined
KENYA INSTITUTE OF MANAGEMENT
06.2011 - 05.2012
CERTIFICATE COURSE IN MANAGEMENT - undefined
KENYA INSTITUTE OF MANAGEMENT
03.2011 - 05.2011
CERTIFICATE IN COMPUTER STUDIES - undefined
ALTEC COMPUTER CENTER
11.2010 - 05.2011
KENYA CERTIFICATE OF SECONDARY EDUCATION - undefined
KARIMA GIRLS HIGH SCHOOL
01.2006 - 05.2010
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