Leah Warau
NAIROBI
Summary
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.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
M-kopa Limited
12.2020 - 12.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer service orders promptly to increase customer satisfaction.
Customer Service Representative
Sportpesa Kenya
04.2017 - 11.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Supervisor of Operations
Havana Bar And Restaurants
01.2014 - 12.2016
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Devised processes to boost long-term business success and increase profit levels.
- Established and administered annual budget with controls to prevent overages, minimize burn rate, and support sustainability objectives.
- Partnered with vendors and suppliers to effectively manage and budget.
Education
BBA - International Business Management
St Paul's University
Nairobi 11.2012
Advance Diploma - Human Resources Management
Nairobi Institute of Business Studies
Nairobi01.2010
Skills
- Product Knowledge
- Paperwork Processing
- Appointment Scheduling
- Information Security
- Data Collection
- Call Management
- Service Upselling
- Customer Relationship Management (CRM)
- Customer Service
- Call Center Operations
Refers
Walter Ngotho
Head of Customer Care, Sportpesa
TEL:+254 716280252
EMAIL:walterngotho@yahoo.com
Peter Chege,
Head of Finance,
Kenya Power and Lighting Company,
TEL: +254 722807982
EMAIL:peter_chege2003@yahoo.com
Languages
English, Swahili
Native language
Timeline
Customer Service Representative
M-kopa Limited
12.2020 - 12.2022
Customer Service Representative
Sportpesa Kenya
04.2017 - 11.2019
Supervisor of Operations
Havana Bar And Restaurants
01.2014 - 12.2016
BBA - International Business Management
St Paul's University
Advance Diploma - Human Resources Management
Nairobi Institute of Business Studies
Similar Profiles
James MwangiJames Mwangi
Customer Retention Representative at M-KOPA Solar LimitedCustomer Retention Representative at M-KOPA Solar Limited
Louis Paul Njogu GichiahLouis Paul Njogu Gichiah
Assistant Process Engineer at M-Kopa Kenya LimitedAssistant Process Engineer at M-Kopa Kenya Limited
Noah MuhumuzaNoah Muhumuza
Fraud Analyst at M-kopaFraud Analyst at M-kopa