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. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
4
4
years of professional experience
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.
Finance Loan 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
Diploma in Co-operative Management
01-2021
Kenya Certificate of Secondary Education
11-2016
Certificate in Primary Education
11-2012
Bachelor of Management And Leadership
Some College (No Degree) - Computer Application Packages
04-2017
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
During my internship period was able surpass the target by almost 200 % his enable me to get recognition by management therefore securing a position in the company .
Affiliations
- Some of my personal interest include
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
Work Preference
Work Type
Full TimePart TimeLocation Preference
RemoteOn-SiteTimeline
Customer Service Officer - Musoni Microfinance
08.2021 - Current
Loan Officer - Reliever - Musoni microfinance
05.2021 - 07.2021
Finance Loan 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
Rift Valley Institute of Science And Technology - , Diploma in Co-operative Management
Nakuru Day Secondary School - , Kenya Certificate of Secondary Education
Moi Primary School Nakuru - , Certificate in Primary Education
Management University of Africa - , Bachelor of Management And Leadership
Africa Institute of Research And Development Study - Some College (No Degree), Computer Application Packages