MARGARET KIONE MWATU
Customer service Representative
Nairobi
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
19
19
years of professional experience
13
13
years of post-secondary education
1
1
Language
Work History
Customer Service Agent And Sales Representative
Al-yusra restaurant Limited
Nairobi, Kenya
11.2008 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Entered customer interaction details in sales system to track requests, order problems and record solutions offered.
- Provided primary customer support to internal and external customers.
- Responded to customer calls and emails to answer questions about products and services.
- Recommended products to customers and suggested other options if preferred product was unavailable.
- POS system operation
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Data Entry Clerk
World Food Programme
Nairobi, Kenya
07.2020 - 01.2021
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
- Added documents to file records and created new records to support filing needs.
- Increased data-entry productivity by maintaining detailed logs of data projects, identifying issues and improving them.
- Kept optimal quality levels to prevent critical errors and support team performance targets.
- Corrected data entry errors to prevent duplication or data degradation.
- Carried out day-to-day duties accurately and efficiently.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Maintained energy and enthusiasm in fast-paced environment.
- Worked flexible hours across night, weekend and holiday shifts.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Conducted research, gathered information from multiple sources and presented results.
Freelance Data Entry Clerk
Macmillan Publishers
Nairobi, Kenya
02.2010 - 10.2010
- Corrected data entry errors to prevent duplication or data degradation.
- Kept optimal quality levels to prevent critical errors and support team performance targets.
Restaurant Waitress
Green Corner Restaurant
Nairobi, Kenya
10.2006 - 11.2008
- Maintained detailed knowledge of specials and currently available items to provide guests with informative menu descriptions/upsell.
- Participated in dining room sidework such as refilling condiment bottles, preparing menus and arranging silverware packages.
- Performed dining room sanitation tasks such as spill cleanup, table sterilization and removal of apparent waste or refuse.
- Cultivated warm relationships with regular customers.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Bussed and reset tables to keep dining room and work areas clean.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
Waitress
AL-YUSRA RESTAURANT (BISHOP GATES BRANCH)
Nairobi, Kenya
11.2008 - 01.2010
- Informed customers about daily and seasonal specials.
- Worked with POS system to place orders, manage bills and handle complimentary items
- Increased sales significantly by upselling higher-end products to customers.
- Noted special customer requests and followed up with kitchen to confirm delivery.
- Completed credit payments via card processing systems.
- Sustained calm and congenial manners during communications with angry guests, directing disgruntled clients to appropriate managers.
Education
Certificate - Microsoft Office
Forrnax Computer College
Nairobi 09.2008 - 02.2009
Kenya Certificate of Secondary Education - Certificate of Secondary Education
Coast Girls’ High School
Mombasa 02.2002 - 11.2005
Kenya Certificate of Primary Education - Certificate of Primary Education
Kiembeni Estate Primary School
Mombasa 01.1994 - 11.2001
Diploma - Purchasing and Supply Management
Nairobi Aviation College
Nairobi 10.2011 - 10.2012
Skills
Ms Office highly proficient
Upselling Products and Services
Customer Data Confidentiality
Call Documentation
Telephone Reception
Document and Records Management
Promoting Brand and Company Identity
POS Systems and Ordering Platforms
Inbound and Outbound Calling
Client Interactions
Selling Skills
Hobbies
- Travelling
- Watching movies
- Listening to music
Timeline
Data Entry Clerk
World Food Programme
07.2020 - 01.2021
Diploma - Purchasing and Supply Management
Nairobi Aviation College
10.2011 - 10.2012
Freelance Data Entry Clerk
Macmillan Publishers
02.2010 - 10.2010
Customer Service Agent And Sales Representative
Al-yusra restaurant Limited
11.2008 - Current
Waitress
AL-YUSRA RESTAURANT (BISHOP GATES BRANCH)
11.2008 - 01.2010
Certificate - Microsoft Office
Forrnax Computer College
09.2008 - 02.2009
Restaurant Waitress
Green Corner Restaurant
10.2006 - 11.2008
Kenya Certificate of Secondary Education - Certificate of Secondary Education
Coast Girls’ High School
02.2002 - 11.2005
Kenya Certificate of Primary Education - Certificate of Primary Education
Kiembeni Estate Primary School
01.1994 - 11.2001