Nature Adventures
MARGARET N. MWANGI
CUSTOMER SERVICE AGENT|VIRTUAL ASSISTANT
Nairobi,30
Summary
Dedicated Customer Service professional equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
9
9
years of professional experience
8
8
years of post-secondary education
Work History
Customer Service Representative
Teleperformance Company
Remote
04.2024 - Current
- Meeting customer call guidelines for handle time and productivity.
- Effectively manage escalations from dissatisfied customers, working closely with management to ensure timely resolutions to maintain brand reputation.
- Managing a large volume of inbound calls, approximately 120 calls per day from customers.
- Responding to customer requests, offering excellent support and individually tailored recommendations to address needs.
- Time management and multitasking to capture guest information and requirements timely.
- Collaborating with other team members via email and slack to ensure a seamless flow of activities.
- Helping a large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolving customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Agent
Etmark Enterprises
03.2022 - 02.2023
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Streamlined communication processes for improved information exchange between customers and team members.
- Maintained up-to-date knowledge of product and service changes for effective handling of customer queries.
- Collaborated with staff members to enhance customer service experience and meet team goals through effective client satisfaction rates.
- On boarding and orienting new staff.
Operations Assistant
Twiga Chemicals Industries Limited
10.2018 - 06.2019
- Managed day-to-day department operations for effective workflow coordination.
- Provided administrative support with accurate document preparation and data entry.
- Supported daily operations by organizing office spaces for maximum functionality and ease of use.
- Prepared and delivered operational performance reports to inform management.
- Collaborated with other departments to foster smooth operation of daily processes.
- Collaborated with cross-functional teams to achieve project goals within specified timelines.
- Boosted order fulfillment rates by closely monitoring inventory levels and promptly addressing discrepancies.
- Assisted in recruitment process, organizing interviews, and onboarding new staff to accelerate their integration into team.
- Supported marketing efforts by coordinating logistics for promotional events and product launches.
Greenhouse Assistant
Flamingo Horticulture Limited
03.2018 - 09.2018
- Facilitated team building activities and workshops to improve communication, collaboration, and productivity.
- Developed relationships with junior workers to ensure that standards in the greenhouse are upheld.
- Acted as the bridging platform between the senior management and the general laborers through effective communication of matters arising.
Quality Control In-charge
East Africa Growers Limited
01.2016 - 09.2017
- Wrote daily reports for accountability and quality assurance.
- Acted as team leader in group projects, delegating tasks and providing feedback.
- Managed time efficiently to complete all tasks within deadlines.
- Gained strong leadership skills by managing projects from start to finish.
- Used critical thinking to breakdown problems, evaluate solutions and make decisions.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Developed strong communication and organization skills by working in groups and maintaining courteous and effective working relationships.
- Documented all concerns and incidents and escalated where necessary.
Education
Bachelor of Science - Horticultural Science and Management
University of Eldoret
Eldoret 08.2011 - 11.2015
Kenya Certificate of Secondary Education -
Naivasha Day Secondary School
Naivasha 01.2006 - 11.2009
Skills
- Customer Support
- Analytical Problem-Solving
- Attentive Listening Ability
- Google Workspace
- Data Entry
- Scheduling
- Adaptable and Flexible
Professional Development
- Africa Leadership, Virtual Assistant, 08/01/24, 10/31/24
- Generation Programme Kenya, Digital Customer Service, 08/01/23, 09/30/23
- Coursera, Foundations of Project Management, 02/01/23, 06/30/23
Interests
ReadingMusic
Timeline
Customer Service Representative
Teleperformance Company
04.2024 - Current
Customer Service Agent
Etmark Enterprises
03.2022 - 02.2023
Operations Assistant
Twiga Chemicals Industries Limited
10.2018 - 06.2019
Greenhouse Assistant
Flamingo Horticulture Limited
03.2018 - 09.2018
Quality Control In-charge
East Africa Growers Limited
01.2016 - 09.2017
Bachelor of Science - Horticultural Science and Management
University of Eldoret
08.2011 - 11.2015
Kenya Certificate of Secondary Education -
Naivasha Day Secondary School
01.2006 - 11.2009
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