MELONS WANDERA
Customer Service Representative
Summary
A motivated and self-driven individual enriched with knowledge in Corporate Communication. I am looking forward to broadening my experience and sharpen my skills in my career. Passionate and ready to learn new ideas in any working environment.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
Work History
Receptionist Administrator
4 Points By Sheraton
09.2023 - 04.2024
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Kept reception area clean and neat to give visitors positive first impression.
- Enhanced customer satisfaction by efficiently managing incoming calls and directing them to appropriate departments.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Maintained a clean, organized, and welcoming reception area with updated reading materials for visitors while monitoring security by verifying visitor credentials and issuing visitor badges.
- Oversaw office equipment maintenance to support continuous and uninterrupted operations.
- Contributed to a positive work environment through excellent interpersonal skills and genuine care for colleagues'' needs or concerns.
Customer Service Representative Supervisor
CCI South Africa
03.2022 - 05.2023
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Facilitated open lines of communication within the team by holding regular meetings, promoting collaboration, and sharing best practices.
- Championed a culture focused on delivering exceptional customer experiences, resulting in higher levels of client satisfaction and retention.
- Collaborated with other departments to address customer issues, resulting in improved cross-functional communication.
- Created reporting systems to track customer service performance and improve insight.
- Built positive rapport and relationships for high levels of customer satisfaction.
REAL TIME ANALYST
CALL CENTRE INTERNATIONAL KENYA
06.2023 - 11.2023
- Responsibilities: Performing real time analysis and execution of intra-day staffing adjustments in every hour
- Analyzing data to identify trends in behaviors and preferences which includes creating reports based on the findings
- Monitoring inbound operations to ensure optimal staffing levels
- Evaluating adherence and taking immediate action to improve performance
- Timely and accurate collection, evaluation and preparation of reports of statistical data required.
CUSTOMER CARE AGENT
CALL CENTRE INTERNATIONAL KENYA
11.2021 - 02.2022
- Responsibilities: Provide front-line customer support via phone and email, addressing inquiries, resolving issues, and ensuring customer satisfaction
- Assist customers with product selection, order placement, and tracking, providing accurate and detailed information to ensure a positive buying experience
- Educate customers on upgrades in regards to the network and services
- Market and sell out the company's products to new and existent customers
- Collaborate with cross-functional teams to resolve complex customer issues and escalate them as necessary
- Conduct customer satisfaction surveys and compile feedback for analysis.
COMPUTER TRAINER AND CYBERCAFE ASSISTANT
01.2020 - 01.2021
- Responsibilities: Train the computer packages
- Issue exams and Certificates to the trainees
- Help out with computer services and other cybercafé work.
Education
Certificate - Data Analysation & Excel
Sigma Academy of data analysis
03.2023 - Current
Diploma - Film and animation
Shangtao media arts College
01.2013 - 04.2016
High School Diploma -
NIE Technical College
Nairobi, Nairobi Province, Kenya 04.2001 -
Skills
Has efficient communication skills, both written and verbal
Experience managing media relations
Digital marketing
Excellent research skills
Sharp photography and videography skills
Ability to manage time properly, work under minimal supervision and a team player
Good organizational and interpersonal skills
Report writing and chronological filling of documents both electronically and manually
Very good and fast in learning, editing new software & excel
Attention to Detail
Multilingual
Personal Traits
- High level of discipline, honesty and loyalty at all times.
- Flexible and quick adaptability to changing work environment.
- Self-driven, motivated and able to meet specified targets.
- Keen, observant and analytical to various aspects in a working environment.
- Excellent customer service skills
- Excellent interpersonal skills.
- Proven track record of delivering outstanding customer service, both in-person and over the phone.
- Excellent computer software experience
References
- Caleb Mwendwa, Supervisor 4 points by Sheraton, 0759559194
- Dennis Mungai Macharia, owner Cyber Cafe, 0706529969
- Humphrey Waititu, Real Time Analyst Team Lead, Humphrey.waititu@ccikenya.com, 0708180730
- Collins Mendelles, Supervisor- CCI International, collins.mendelles@ccikenya.com, 0715172044
Languages
Swahili
Native language
English
Upper intermediate
B2
Spanish
Elementary
A2
Italian
Beginner
A1
Interests
Learn different cultures
Swimming,Hiking
I love swimming and hiking on my free time i have some skills .
Timeline
Receptionist Administrator
4 Points By Sheraton
09.2023 - 04.2024
REAL TIME ANALYST
CALL CENTRE INTERNATIONAL KENYA
06.2023 - 11.2023
Certificate - Data Analysation & Excel
Sigma Academy of data analysis
03.2023 - Current
Customer Service Representative Supervisor
CCI South Africa
03.2022 - 05.2023
CUSTOMER CARE AGENT
CALL CENTRE INTERNATIONAL KENYA
11.2021 - 02.2022
COMPUTER TRAINER AND CYBERCAFE ASSISTANT
01.2020 - 01.2021
Diploma - Film and animation
Shangtao media arts College
01.2013 - 04.2016
High School Diploma -
NIE Technical College
04.2001 -