Lydia Mwangi
Summary
I am a dynamic customer service professional with proven expertise at Cci Kenya in complaint resolution and upselling. Skilled in effective communication and time management, I excel in building strong customer relationships, ensuring satisfaction, and driving sales growth. I am committed to delivering exceptional service and enhancing customer experiences. I am able to handle large amounts of inbound or outbound calls and sustaing satisfactory experiences with the customers but successfully handling escalated customer support issues.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Cci kenya
Nairobi , Kenya
04.2024 - Current
- Assisted customers with inquiries and provided accurate product information.
- Handled customer complaints through effective communication and problem-solving skills.
- Processed flight bookings and managed returns efficiently using company software systems.
- Provided exceptional customer service to ensure customer satisfaction.
- Identified opportunities for upselling additional products or services based on customer needs.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
Salesperson
Mkopa limited
Nairobi , Kenya
05.2023 - 12.2023
- Engaged customers to identify their needs and recommend suitable products.
- Demonstrated product features to enhance customer understanding and interest.
- Managed inventory by restocking products needed by the customers.
- Assisted in training new team members on sales techniques and product knowledge.
- Collaborated with team members to achieve daily sales targets and goals.
- Provided feedback on customer preferences to improve product offerings.
- Advised customers on the latest product features and benefits.
- Assisted customers in selecting appropriate products or services for their needs.
- Performed regular follow-ups with clients to ensure satisfaction with purchases.
- Collaborated with my team mates on field days so as to maximize sales and to enhance customer service experience.
Sales Agent
Damany Solar and Electricals limited.
Nairobi , Kenya
02.2021 - 11.2021
- Presented product features and benefits to potential clients.
- Managed customer inquiries through phone and email communication.
- Updated customer records in the sales database regularly.
- Provided customers with accurate and correct quotations that meets their needs within our product range.
- Followed up with prospects on a regular basis to ensure satisfaction with services provided.
- Conducted market research to identify potential customers and their needs.
Education
Some College (No Degree) - Sales And Marketing
MAHANAIM EDUCATIONAL INSTITUTE
Nairobi , KenyaSome College (No Degree) - Certificate in Customer Support Training
JETBLUE UNIVERSITY
Newyork , AmericaSkills
- Customer relationship management
- Flight booking processing
- Complaint resolution
- Product upselling
- Inventory management
- Sales analysis
- Market research
- Team collaboration
- Effective communication
- Problem solving
- Time management
- Computer proficiency
- Punctuality and reliability
- De-escalation techniques
- Inbound and outbound calling
- Typing 27 wpm
- Product sales
- Credit card payment processing
- Active listening
- Call center operations
Certification
- CERTIFICATE OF COMPLETION OF THE JETBLUE CUSTOMER SUPPORT TRAINING FROM JETBLUE UNIVERSITY. COMPLETION DATE 31ST MAY,2024.
Timeline
Customer Service Representative
Cci kenya
04.2024 - Current
Salesperson
Mkopa limited
05.2023 - 12.2023
Sales Agent
Damany Solar and Electricals limited.
02.2021 - 11.2021
Some College (No Degree) - Sales And Marketing
MAHANAIM EDUCATIONAL INSTITUTE
Some College (No Degree) - Certificate in Customer Support Training
JETBLUE UNIVERSITY