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
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 -
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