MARY MUTURI

· Was responsible for occasional platform testing and make recommendations to improve user experience.

· Helped with technical onboarding of new employees to ensure their systems were in sync with all essential features and applications for maximum productivity

· Managing and supporting a team of customer service leads by creating an environment that enabled the department achieve its desired objectives.

· Monitored email, chat and call responses and interactions between the associates and the customers to ensure we provided the quality standard of service required.

· Addressed escalated customer complaints and implemented solutions to restore satisfaction.

· Studied company products and services to maintain relevant knowledge and deliver top-notch service.

· Studied customer interactions and collected feedback to identify potential service improvements.

· Identify opportunities and offer recommendations to the Head of the Customer service, on how to improve customer service procedures. Assisted in training junior Customer Support Representatives.

· Was responsible of assisting the team with troubleshooting issues, documenting and reporting bugs and recommending solutions.

· Acted as the bridge between the customer service team and the developers to ensure essential software releases were prioritized.

· Trained the support team on how to effectively utilize new features after revamp or introduction of new work processes.

· Leading the team when the head of the department is away.

· Improved customer satisfaction and product delivery meeting the company's desired goals

· Analyze team member's individual statistics; prepare weekly and daily reports

· Complete proposed projects on time and ensure performance standards are met

· Handling customer complaints

· Receive and respond to customer inquiries on account issues and order status

· Assist in delivery reporting which has helped us improve our delivery timelines

· Personalizing customer service for our most valuable customers

· Respond to customer inquiries regarding hardware and software issues in a timely manner.

· Troubleshoot hardware and software issues using diagnostic tools.

· Provide technical solutions to customers based on their individual needs.

· Document customer interactions in a database for future reference.

· Maintain up-to-date knowledge of relevant products and services.

· Follow up with customers to ensure their inquiries have been resolved satisfactorily.

· Assisted with daily and weekly reports i.e Abandoned carts and traffic reports.

· Kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

· Refer unresolved customer grievances or special requests to the concerned departments for further investigation.

· Handled escalated customer complaints and took necessary action.

· Filled in for the head of department in her absence and identified tasks that were critical in maintaining customer satisfaction levels.

· I have had the honor of being employee of the month for outstanding customer service.