Margaret Wachuka
Narok
Summary
Motivated Customer Service Officer dedicated to delivering best-in-class customer service. Manages customer calls, emails and face-to-face inquiries to research issues and implement successful solutions. Open and upbeat communicator with team-oriented approach.
Overview
4
4
years of professional experience
16
16
years of post-secondary education
Work History
Customer Service Officer
Musoni Microfinance
Nakuru ,Bomet And Narok
08.2021 - Current
- Provided customer service in a courteous and professional manner.
- Answered customer inquiries via telephone, email and face-to-face contact.
- Resolved customer issues in an efficient and timely manner.
- Assisted customers with placing orders for products and services.
- Processed payments from customers using point of sale systems.
- Maintained accurate records of customer interactions and transactions.
- Identified potential opportunities to upsell products or services to customers.
- Developed strategies to improve customer service processes and procedures.
- Performed follow-up calls to ensure customer satisfaction with product and service delivery.
- Established trustful relationships with customers through effective communication skills.
- Monitored inventory levels of products available for sale to customers.
- Trained new employees on company policies related to customer service practices.
- Collaborated with other departments within the organization on various projects.
- Ensured compliance with applicable laws and regulations related to customer service activities.
Loan Officer - Reliever
Musoni microfinance
Nakuru
05.2021 - 07.2021
- Developed and maintained relationships with potential customers to increase loan business.
- Counseled clients on debt management and repayment plans.
- Analyzed financial data to determine the feasibility of granting loans.
- Approved or denied loan applications based on established guidelines.
- Verified accuracy of loan documents prior to approval.
- Prepared reports detailing loan portfolio performance metrics.
- Monitored changes in relevant federal regulations related to lending practices.
- Responded promptly to customer inquiries regarding their accounts or other matters related to consumer lending operations.
- Attended periodic training sessions related to consumer lending operations.
- Delivered high levels of customer service to facilitate smooth processes.
- Approved loan within specified limits or referred to appropriate approval level.
- Collected past due loans, keeping credit and collateral exceptions within policy ranges.
Financial service Intern
Musoni Microfinance
Nakuru
01.2021 - 06.2021
- Assisted in the development of marketing materials, such as brochures, flyers, and promotional items.
- Gathered data for market research projects and analyzed findings to make recommendations.
- Conducted interviews with customers to gain insights into their experiences.
- Provided administrative support by completing tasks such as filing documents and scheduling meetings.
- Attended and participated in meetings and brainstorming sessions with team members.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
- Assessed company operations for compliance with safety standards.
- Organized client meetings to provide project updates.
Social Media Marketing Intern
Wajose Wholesale shop
Nakuru
04.2020 - 10.2020
- Managed customer service inquiries through social media platforms in a timely manner.
- Maintained up-to-date knowledge of new technologies related to social media marketing.
- Reviewed feedback from customers regarding products or services.
- Participated in brainstorming sessions to develop fresh approaches to marketing initiatives.
- Monitored Facebook, Instagram, Twitter and other social media platforms to build customer connections.
- Utilized Twitter and Facebook to promote products, services and content.
- Engaged with clients and answered queries to promote brand-focused interactive and engaging content.
- Engaged with and responded to online audience through relevant comments.
District Cooperative Office
County Government
Nakuru
09.2019 - 11.2019
- Managed daily operations of district office, including staffing and scheduling.
- Ensured compliance with federal, state, and local regulations and laws.
- Coordinated communication between multiple departments in the district office.
- Assessed staff performance and provided feedback on areas of improvement.
- Provided administrative support to the district director when needed.
- Established key performance indicators for evaluating team performance.
- Conducted audits to ensure that all processes are compliant with company standards.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Reviewed completed work to verify consistency, quality and conformance.
Education
Bachelor of Management And Leadership
Management University of Africa
Nairobi 09.2023 - Current
Diploma in Co-operative Management
Rift Valley Institute of Science And Technology
Nakuru 09.2017 - 01.2021
Computer Packages
Africa Institute of Research And Development Study
Nakuru 01.2017 - 04.2017
Kenya Certificate of Secondary Education
Nakuru Day Secondary School
Nakuru 01.2013 - 11.2016
Certificate in Primary Education
Moi Primary School Nakuru
Nakuru 01.2005 - 11.2012
Skills
- Issue Research
- Service Recommendations
- Membership Renewals
- Inbound Call Management
- Call Documentation
- Data Entry
- Information Protection
- Documentation and Reporting
- Customer Support
- Complaint Handling
- Technical Support
- Records Maintenance
Languages
English/Kiswahili
First Language
English
Upper Intermediate (B2)
B2
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Resolved product issue through consumer testing.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Affiliations
Ø Run for student council
Ø Member of environmental club 2013 - 2016
Ø Art and drama at high school 2013- 2014
Ø Volunteering at Imani children's home 2023 - till date
References
References available upon request.
Timeline
Bachelor of Management And Leadership
Management University of Africa
09.2023 - Current
Customer Service Officer
Musoni Microfinance
08.2021 - Current
Loan Officer - Reliever
Musoni microfinance
05.2021 - 07.2021
Financial service Intern
Musoni Microfinance
01.2021 - 06.2021
Social Media Marketing Intern
Wajose Wholesale shop
04.2020 - 10.2020
District Cooperative Office
County Government
09.2019 - 11.2019
Diploma in Co-operative Management
Rift Valley Institute of Science And Technology
09.2017 - 01.2021
Computer Packages
Africa Institute of Research And Development Study
01.2017 - 04.2017
Kenya Certificate of Secondary Education
Nakuru Day Secondary School
01.2013 - 11.2016
Certificate in Primary Education
Moi Primary School Nakuru
01.2005 - 11.2012
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