LINDA IMBANDU SIMIYU
Webuye
Summary
Seasoned Customer Care Agent with background in managing diverse customer inquiries and resolving complex issues. Strengths include effective communication, problem-solving skills, and ability to thrive in fast-paced environments. Notable for maintaining high customer satisfaction rates and contributing positively to team dynamics.
Empathetic Customer Care Agent known for high productivity and efficient task completion. Possess specialized skills in conflict resolution, customer relationship management, and communication technologies. Excel in active listening, problem-solving, and adaptability, ensuring positive outcomes in customer interactions.
Diligent professional brings top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals.
Overview
5
5
years of professional experience
Work History
Direct Sales Representative
Kenya Comercial Bank (KCB)
02.2025 - Current
- Sourcing prospective customer leads from referrals, cross-selling opportunities, bank-organized sales activations, and provided sales leads
- Explaining product features to prospective customers while ensuring alignment with product guidelines and fair treatment principles
- Guiding customers in filling application forms for their preferred bank products
- Reviewing customer applications and documents to confirm completeness and accuracy
- Authenticating customer details by verifying originals against submitted copies, such as IDs and passports
- Forwarding completed applications to the Sales Manager or Retail Support Team within 24 hours of customer sign-off
- Prospecting customers for additional bank products that match their financial needs
- Sharing customer feedback, market insights, and field updates with the leadership while maintaining safe custody of documents and submitting sales reports regularly
Customer Care Officer
Rosemary Machinery
Webuye
06.2020 - 01.2025
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Surpassed sales goals through implementation of successful marketing strategies.
- Ensured compliance with safety standards and customer service protocols, improving the customer experience.
- Delivered exceptional customer support via phone and email communication.
- Managed customer inquiries and resolved issues promptly and effectively.
- Assisted customers in understanding product features and specifications.
- Maintained accurate records of customer interactions in the CRM system.
- Collaborated with team members to enhance service delivery processes.
- Provided feedback on common customer concerns to improve product knowledge.
- Educated clients on equipment maintenance and safety protocols.
- Handled warranty claims and coordinated with technical support teams.
- Responded promptly to incoming phone calls from customers seeking assistance.
- Collaborated with other departments to ensure prompt resolution of customer issues.
- Performed data entry tasks related to tracking orders, updating records.
- Resolved customer complaints quickly and efficiently.
- Generated reports on customer satisfaction levels and sales performance metrics.
- Maintained accurate records of customer interactions and transactions.
- Identified opportunities to upsell additional products or services when appropriate.
- Created detailed documentation regarding all customer interactions for reference purposes.
- Greeted customers warmly upon arrival and provided assistance as needed.
- Processed orders in accordance with established procedures and policies.
- Provided excellent customer service by responding to inquiries in a timely and professional manner.
- Recognized patterns in recurring customer problems and worked proactively to address them.
- Educated customers on the features of new products or services being offered.
- Developed strong relationships with customers through proactive follow-up calls and emails.
After Sales Officer
Bidhaa Sasa
Webuye
12.2018
- Followed up with customers to gather feedback on product performance, contributing to product development initiatives.
- Compiled and analyzed customer feedback, providing actionable insights to the product team.
- Facilitated the resolution of customer complaints, ensuring timely and satisfactory outcomes.
- Assisted in creating a customer feedback database, streamlining future communication and follow-ups.
- Collaborated with the sales team to identify potential upselling opportunities based on customer needs.
- Trained customers on product usage, resulting in improved user satisfaction and reduced return rates.
- Prepared reports for management, offering insights on customer trends and feedback patterns.
- Managed and resolved after-sales issues, maintaining strong client relationships and fostering repeat business.
Education
Bachelor of Arts -
University of Nairobi
Kenya Certificate of Secondary Education (KCSE) -
Loreto High School
LimuruSkills
- Customer Relationship Management (CRM)
- Leadership & Team Building
- Negotiation & Persuasion
- Inventory & Stock Management
- Product Knowledge & Upselling
- Customer Feedback & Insights
- Communication & Presentation Skills
- Multitasking & Prioritization
- Staff Training & Development
- Problem-Solving & Decision Making
- Complaint resolution
- Cross-functional collaboration
- Communication skills
- Attention to detail
- Time management
- Relationship building
- Call logging
- Payment processing
- Email communication
- Issue escalation
- Conflict mediation
- Cultural awareness
- Call handling
- Stress management
- Customer service
- Verbal and written communication
- Call center experience
- Email correspondence
- CRM software
- Issue follow up
- Phone etiquette
References
- Hillary Yiminyi Simon Simiyu, Bidhaa Sasa, Assistant Manager, External Communication, Webuye, simonsimiyu59@gmail.com, +254712763951
- Emmanuel Wandera, KenGen, emmanuelwandera@gmail.com, +254723664408
Languages
English
Advanced
C1
Swahili
Proficient
C2
Timeline
Direct Sales Representative
Kenya Comercial Bank (KCB)
02.2025 - Current
Customer Care Officer
Rosemary Machinery
06.2020 - 01.2025
After Sales Officer
Bidhaa Sasa
12.2018
Bachelor of Arts -
University of Nairobi
Kenya Certificate of Secondary Education (KCSE) -
Loreto High School