Google sheets/excel
Power BI
Machuka Divinah
Nairobi
Summary
Seasoned professional adept at navigating the intersection of data analytics, customer service, and procurement. Recognized for delivering exceptional support in dynamic settings. With a passion for technology and a knack for problem-solving, I'm excited to join Capital Recruit as a Customer Support Agent. Proven ability to swiftly resolve inquiries and collaborate seamlessly across teams positions to elevate user satisfaction and drive product enhancement. Eager to leverage this expertise to contribute to Capital Recruit's mission of pioneering innovative SaaS solutions and exceeding customer expectations.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Experience Representative
Influx
08.2021 - 12.2021
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Documented customer interactions in internal database to maintain customer service history details.
- Confirming shifts with facility and allocating them to health care
- Assisted with onboarding process of clients by accessing documents such as background checks and drug tests.
Digital Customer Service Associate
Solami Kwikbet, NAIROBI
02.2020 - 03.2021
- Responded promptly to customer inquiries via live chat, offering accurate information on gaming and betting products and services.
- Supported new employees by assisting team leaders in their coaching and mentorship within the gaming and betting environment.
- Resolved issues swiftly, adhering to company policies, to address gaming-related customer concerns and inquiries effectively.
- Conducted online demonstrations to educate customers on gaming features, strategies, and available resources for an enhanced betting experience.
- Instrumental in elevating client retention rates from 40% to 77% by identifying and resolving gaming-related complaints and implementing corrective measures.
Customer Service Representative
TELESKY, NAIROBI
08.2017 - 11.2018
- Managed and updated account information, ensuring accurate records for customers within betting platform, maintaining data integrity and compliance.
- Implemented forward-thinking strategies to address customer needs, resolving betting-related concerns and enhancing overall customer satisfaction.
- Provided personalized advice and assistance to customers, paying particular attention to individualized betting preferences and unique requirements.
- Addressed customer requests for betting products, services, and comprehensive company information, ensuring seamless betting experience and clarity on available offerings.
Supply Chain Intern
MINISTRY OF ENERGY AND PETROLEUM, NAIROBI
01.2014 - 04.2014
- Recommended purchasing goods, supplies and services to meet supply chain goals.
- Analyzed statistical data and reports to determine trends in
- Preparation and circulation of quotation, tenders and proposals.
- Processing of payments of goods and services delivered and rendered.
- Assist in reservation of funds in IFMIS Program for Local Purchase orders and Local Service Orders.
- Identification of surplus, redundant and obsolete stores and assists in preparation of disposal.
Education
Training Program - AICE
ALX
Africa04.2024
Bootcamp - Data Analytics
Tech4Dev
Africa02.2024
Data Analytics - Data Analytics
ALX
AfricaCurrent
MBA - Finance
Kenyatta University
KiambuCurrent
Bachelor of Commerce - Procurement And Supply Chain Management
Kenyatta University
Kiambu12-2017
Diploma in Business Management - Business Management
Kenyatta University
Kiambu12-2014
Skills
- Soft skills
- Complaint resolution
- Staff education and training
- Data formatting and presentation
- Technical skills eg Power BI, SQL ,Ms Excel and Google workspace
- Resource Allocation
Accomplishments
Championed a paradigm shift in customer retention, elevating rates from 40% to an astounding 77% by spearheading innovative strategies and resolving client concerns within the gaming and betting sector.
Affiliations
Actively involved in philanthropic efforts, collaborating with ALX in support of children's homes. Contributing time and resources to nurture and support the lives of children, fostering a positive impact within the community.
Software
SQL
Certification
KISM Membership
Timeline
Customer Experience Representative
Influx
08.2021 - 12.2021
Digital Customer Service Associate
Solami Kwikbet, NAIROBI
02.2020 - 03.2021
KISM Membership
01-2018
Customer Service Representative
TELESKY, NAIROBI
08.2017 - 11.2018
Supply Chain Intern
MINISTRY OF ENERGY AND PETROLEUM, NAIROBI
01.2014 - 04.2014
Training Program - AICE
ALX
Bootcamp - Data Analytics
Tech4Dev
Data Analytics - Data Analytics
ALX
MBA - Finance
Kenyatta University
Bachelor of Commerce - Procurement And Supply Chain Management
Kenyatta University
Diploma in Business Management - Business Management
Kenyatta University
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