Luka Mang'ula Ingari
Nairobi
Work Preference
Summary
Detail-oriented Customer Service Specialist with over 9 years of experience in delivering high-quality support across multiple channels such as email, chat and phone. Skilled in resolving complaints, strengthening customer satisfaction, and maintaining strong client relationships. Proficient in troubleshooting, knowledgeable in using CRM tools, and great at collaborating with different teams to resolve customer issues efficiently. Known for exceptional communication and multitasking, with a track record of going beyond expectations in a fast-paced environment. Dependable, organised, and proactive, committed to optimising processes, supporting team goals, and driving positive customer experiences.
Overview
12
12
years of professional experience
Work History
Back Office Operation
Flocash Limited
10.2024 - Current
- Checking Partners account
- Processing Transactions making sure that the funds have been received in the partner accounts
- Reconciliation of all transactions that have been received and processed
- Complete selected daily controls including following all other operations procedures to ensure the smooth running of the department
- Complete refunds/reversals when required
- Preparing hourly reports and posting on time
- Email, Skype and phone call communication between different parties.
- Training new team staffs
- Exception handling- report and follow up on any exception cases encountered during working hours to supervisors
- Respond and assist supervisors on any urgent tasks or queries
Customer Executive Representative
Moko Home and Living
07.2022 - 03.2024
- Receive all inbound calls and offer support to customers questions and queries
- Coordinate with the 'Dreamliner' delivery team to arrange home deliveries to customers
- Ensure that payments are collected and logged in our system
- Assist customers in case of queries such as replacement of the product or assistance with product guarantee
- Maintain a positive, empathetic and professional attitude toward customers at all times
- Maintain communication with customers through various channels i.e. WhatsApp, Phone calls, Messages
- Communicating and coordinating with colleagues as necessary
- Manage the Moko care program by giving customers a remarkable experience worth talking about
- Reach out to customers and leads to create deep and lasting relationships
- Source for gift items and coordinate delivery and other logistics of the Moko Care program
- Work with suppliers and service providers to ensure customers and leads receive gifts
- Meet the monthly customer reach target
- Acknowledging and resolving customer complaints
- Ensure customer satisfaction
- Provide feedback to enable us to learn and improve the Moko Care program
- Using customer insight propose new ideas on how to improve the Moko Care program
- Follow up on leads to coordinate when orders can be placed and delivered
- Keep an up to date record of leads and customers generated from online conversations and manage the inbound customer system by keeping a record of customer transactions, interactions, comments and complaints.
- Propose new ideas about ways to engage our customers online and offline with our brand and suggest improvements about the customer engagement system.
- Meet sales targets and call handling quotas
- Collect testimonials from customers and provide any insightful feedback to management to develop our products and our brand
- Conduct market research and customers' insights collections (both online and offline) through surveys or 1:1 interviews
- Summarize data collected from market research and offer recommendations
Customer Service Agent
Customer Care International
10.2020 - 07.2022
- Successfully assisted customers in booking their flights and resolved travel-related issues, achieving a 90% and above customer satisfaction rate.
- Was successful in selling and marketing company products and services, increasing company revenue through cross-selling and upselling.
- Managed escalated calls within the company guidelines and enhanced customer trust
Customer Support Agent
Inventure Mobile (Tala)
10.2017 - 08.2020
- Efficiently and promptly resolve customer complaints and questions by clarifying the customers' issue; determining cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure resolution.
- Build a good standing relationship with our customers.
- Follow communication procedures, guidelines, and policies.
- Provide accurate and complete information by using our communication methods.
- Record customer interactions.
- Work with customer service manager to ensure proper service to customers is being delivered.
- Provide feedback and ideas on the efficiency of the customer service processes.
- Reliably fulfill duties during scheduled shifts, including nights and weekends.
Customer Care Representative
Horizon Contact Centers
03.2016 - 10.2017
- Provided solutions to customers' inquiries through inbound and outbound calls, ensuring a positive experience.
- Handled escalated issues through back-office support, achieving high first-contact resolution rates.
- Collaborated with team members to enhance service delivery and improve customer satisfaction.
Department of Public Communications
Ministry of East African Affairs, Commerce and Tourism
08.2013 - 11.2013
- I had the opportunity to communicate and interact with the public, improving my skills as a photographer.
- Daily review of Newspapers except for weekends
- Taking photographs of meetings held
- Reporting to the Public Relations Officer and the Senior Photographer.
- Any other duties that come up
Education
Web Development Course
Top Max Training College
07.2024
Diploma - Journalism and Media Studies
Nairobi Institute of Business Studies
12.2011
Certificate of Achievement - Computer
Multiface Computer Training College
08.2008
Ingotse High School
01.2007
Skills
- Flexibility
- Self-motivated
- Result-oriented
- Team player
- Reliable
- Well-organised
- Time management
- Ability to answer incoming calls
- Attention to detail
- Customer Support
- Technical Proficiency
- Experience in using Zendesk
- Experience in using Slack
- Experience in using Freshworks
- Experience in using Microsoft Office
- Experience in using DTP packages
- Experience in using editing software
- Experience in Adobe CS
- Web Design
- Problem-solving
- Customer service
- Friendly, positive attitude
- Teamwork and collaboration
- Multitasking
- Computer skills
- Multitasking Abilities
- Excellent communication
- Organizational skills
- Microsoft office
- Dependable and responsible
- Flexible and adaptable
- Data entry
- Decision-making
- Active listening
- Critical thinking
- Customer relations
- Calm under pressure
Skills And Qualities
- Flexibility: Available to work different shifts, including evenings and weekends
- Self-motivated and result-oriented team player. Reliable and well-organised. I am comfortable working independently and/or as part of a team to achieve shared goals.
- Time management: Able to prioritize and multitask and work in a target-driven environment.
- Ability to answer incoming calls and respond promptly to clients through various channels like email, phone, and chat.
- Attention to detail: Highly accurate in handling customer interactions. Capable of managing and resolving customer complaints professionally and effectively.
- Customer Support: Great understanding of customer service principles and practices.
- Developed skills that provide accurate and timely responses to customers.
- Technical Proficiency: Experience in using Zendesk, Slack, Freshworks, Microsoft Office and several DTP packages and editing software both in Adobe CS. Now pursuing Web Design course.
Hobbies and Interests
I am an avid reader who enjoys travelling, listening to music and taking photographs
Languages
English
Advanced (C1)
Swahili
Bilingual or Proficient (C2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Software
Adobe CS Suite
Web Development
Timeline
Back Office Operation
Flocash Limited
10.2024 - Current
Customer Executive Representative
Moko Home and Living
07.2022 - 03.2024
Customer Service Agent
Customer Care International
10.2020 - 07.2022
Customer Support Agent
Inventure Mobile (Tala)
10.2017 - 08.2020
Customer Care Representative
Horizon Contact Centers
03.2016 - 10.2017
Department of Public Communications
Ministry of East African Affairs, Commerce and Tourism
08.2013 - 11.2013
Diploma - Journalism and Media Studies
Nairobi Institute of Business Studies
Certificate of Achievement - Computer
Multiface Computer Training College
Ingotse High School
Web Development Course
Top Max Training College
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