MAUREEN MWANDUKA
Mombasa, KENYA,28
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. Knowledgeable and dedicated customer service professional with extensive experience in Financial industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative
Legit Micro Enterprise
Mtwapa, Kilifi
04.2022 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Handled customer inquiries and suggestions courteously and professionally.
- Investigated and resolved customer inquiries and complaints quickly.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Call Centre Agent ; Call Centre Supervisor
Watu Africa
Nyali, Mombasa
06.2019 - 03.2022
- Called clients to remind them on their due loans, overdue and take notes the conversation for followup purposes.
- Responded to clienta queries on their loan balances and any other issues.
- Educated clients on importance of timely payments and new products.
- Assisted other staffs with ways of improving their KPI’s
- Resolved problems, improved operations and provided exceptional service.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Developed strong communication and organizational skills through working on group projects.
- Cultivated interpersonal skills by building positive relationships with others.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Communicated customer feedback and complaints to team members to promote proper resolution.
- Assisted sales team members in developing customer relationships, and building customer loyalty.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Managed a diverse portfolio of clients, ensuring that each received tailored solutions aligned with their specific requirements.
- Provided valuable input during team meetings, resulting in the identification of new opportunities for growth and development within the organization.
Branch Manager
Fadhili Micro Enterprise
Changamwe, Mombasa
01.2018 - 06.2019
- Recruitment, Training and staff induction
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Implemented risk management strategies to minimize potential losses while maintaining a healthy balance between risk and return on investments.
- Established performance benchmarks and KPIs for the credit department, regularly monitoring progress and implementing corrective measures when needed.
- Managed a high-performing team of credit analysts, providing guidance, training, and support for professional development.
- Held sales coaching sessions.
- Provided training and consulted with struggling teams to help meet monthly target goals.
- Reported key performance indicators to department heads for management of positive cash flow and to adjust credit risk policies and procedures.
- Negotiated settlements and payment terms with customers and delivered customized payment plans.
- Monitored accounts for signs of fraud and non-payment issues.
Business Relationship Officer
Fadhili Micro Enterprise
Ukunda, Kwale
05.2016 - 01.2018
- Monitored, followed-up and escalated cases to meet customer response commitments.
- Maintained and built close relationships with customers through regular contact and visits.
- Educated potential clients on various loan options, guiding them towards informed decisions that fit their financial goals.
- Provided mentorship and guidance to junior colleagues, fostering a collaborative team environment that encouraged professional development and knowledge sharing.
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Submitted loan applications to underwriter for verification and recommendations.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Assisted customers with completing loan applications and other paperwork.
- Supervised loan personnel and motivated to maintain customer service and performance standards.
- Assisted clients with improving financial health by counseling on issues such as excessive spending and borrowing.
- Oversaw complex transactions involving multiple parties ensuring smooth execution without compromising compliance requirements.
Education
Degree - Psychology And Sociology
University Of Nairobi
09.2010 - 12.2014
Skills
Customer Service
Timeline
Customer Service Representative
Legit Micro Enterprise
04.2022 - Current
Call Centre Agent ; Call Centre Supervisor
Watu Africa
06.2019 - 03.2022
Branch Manager
Fadhili Micro Enterprise
01.2018 - 06.2019
Business Relationship Officer
Fadhili Micro Enterprise
05.2016 - 01.2018
Degree - Psychology And Sociology
University Of Nairobi
09.2010 - 12.2014
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