MARTHA KIHARA
CALL CENTER AGENT
Nairobi,30
Summary
Dynamic customer service professional with proven problem-solving skills and a strong background at CCI KENYA SEZ LIMITED. Recognized for enhancing customer satisfaction through effective complaint resolution and maintaining high call quality standards. Proficient in CRM software, adept at managing high-stress situations while fostering loyalty and repeat business.
Overview
2
2
years of professional experience
Work History
Contact Center Agent
CCI KENYA SEZ LIMITED
11.2024 - Current
- Responded to customer requests for products, services, and company information.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Assisted customers by answering questions and responding to inquiries.
- Analyzed and escalated complaints, issues, and grievances to designated departments for investigation and response.
- Improved customer satisfaction by efficiently addressing and resolving inquiries, complaints, and concerns.
- Enhanced team performance by offering support and sharing knowledge with colleagues in a collaborative environment.
- Developed strong relationships with customers, fostering loyalty and repeat business for the contact center.
- Adapted communication style according to individual customer needs, ensuring comprehension of complex information while maintaining empathy throughout each interaction.
- Maintained high call quality standards by adhering to company policies and procedures for each interaction.
Customer Service Representative
PETRAM LIMITED
01.2023 - 10.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
BUILDING TECHNOLOGY -
RIFT VALLEY TECHNICAL TRAINING INSTITUTE
Eldoret, Uasin Gishu, Kenya 04.2001 -
SECONDARY SCHOOL
ST CLARE OF ASSISI GIRLS SECONDARY SCHOOL
Naivasha, Nakuru District, Kenya11-2019
Skills
Problem-solving skills
Answering questions
Complaint resolution
Typing speed
Documentation and reporting
Schedule adherence
CRM software
Call handling
Email management
Timeline
Contact Center Agent
CCI KENYA SEZ LIMITED
11.2024 - Current
Customer Service Representative
PETRAM LIMITED
01.2023 - 10.2024
BUILDING TECHNOLOGY -
RIFT VALLEY TECHNICAL TRAINING INSTITUTE
04.2001 -
SECONDARY SCHOOL
ST CLARE OF ASSISI GIRLS SECONDARY SCHOOL