Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Generic

LAURA KANDA MWICHEKHA

Nairobi,30

Summary

Enthusiastic Customer experience executive eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of customer service and support with training in exceptional customer service. Motivated to learn, grow and excel in the service

Overview

9
9
Certifications
19
19
years of post-secondary education
1
1
year of professional experience

Work History

Call Centre

  • Safaricom Limited || September 2017 –Date.
  • Key duties.
  • Ensuring timely resolution of 1st level support related issues in the contact center by attending to customers’ issues and queries through SMS, Email and Telephone.
  • Collecting, confirming and updating client information on CRM , recording and following up on general queries and complaints.
  • Delivering superior customer service at each point of interaction with the customer & responding promptly to customer issues within agreed SLAs (Service Level Agreement).
  • Managing incoming calls and customer queries, providing appropriate solutions and alternatives within the time limits.
  • Participating in various sales exhibition events by ensuring availability of marketing materials and informing clients on the various products.
  • Effectively managing existing and new accounts through improved customer experience by managing end to end process and by ensuring compliance to service agreement requirements.
  • Keeping records of customer interactions, processing customer accounts and writing reports at the end of the shift.
  • Conducting Customer Satisfaction Surveys to ensure provision of improved service to our customers .

Graduate Clerk, Graduate clerk

Standard Chartered Bank
05.2016 - 04.2017
  • I was assigned various roles at the credit control department such as:.
  • Provision of high standards of service to partners by meeting turnaround time on assigned tasks according to my key responsibilities.
  • Provision of quality credit administration support to the business units of the designated countries within the African Hub while providing independent control over credit processes.
  • Management of the relationship between CRC department and other business units as well as team members within the designated countries in the hub.
  • Provision of Certificate of balances and processed audit confirmations.
  • Charging of fees on certificate of balances and audit confirmations on client accounts.
  • Generation of management monthly reports on daily and monthly intervals which including performance metrics.
  • Maintaining the audit database for interest calculations.
  • Provide customers with quality report/returns within agreed service levels.
  • Responding to telephone enquiries from both internal and external customers promptly and in a friendly manner.

Education

Bachelor of Business Information Management -

Kisii University
01.2012 - 01.2015

Certified Information Communication Technologist(CICT - undefined

Kasneb Kenya
01.2015 - Current

Kenya Certificate of - undefined

Lugulu Girls High School
01.2006 - 01.2010

Kenya Certificate of Primary Education - undefined

Mumias Central Primary School
01.1999 - 01.2005

Skills

Call center operations background

undefined

Certification

Trainings, Seminars and Workshops

Additional Information

  • 2

Timeline

Graduate Clerk, Graduate clerk

Standard Chartered Bank
05.2016 - 04.2017

Certified Information Communication Technologist(CICT - undefined

Kasneb Kenya
01.2015 - Current

Bachelor of Business Information Management -

Kisii University
01.2012 - 01.2015

Kenya Certificate of - undefined

Lugulu Girls High School
01.2006 - 01.2010

Kenya Certificate of Primary Education - undefined

Mumias Central Primary School
01.1999 - 01.2005

Call Centre

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LAURA KANDA MWICHEKHA