Mercy Wangu Maina
Customer Service Representative
Summary
Polite and professional customer service representative successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
Work History
Subject Matter Expert ( SME)
CCI KENYA
01.2022 - Current
- Delivering comprehensive training programs for customer service representatives, focusing on product knowledge, communication skills, and issue resolution techniques
- Spearheaded internal training initiatives that led to increased employee proficiency in critical skills.
- Conduct regular audits of customer interactions, providing constructive feedback and coaching to enhance service delivery
- Collaborating with cross-functional teams to address systemic issues affecting customer satisfaction
- Analyzing customer feedback and surveys to identify trends and areas for improvement
- Developing and maintaining a knowledge base for customer service representatives, providing quick access to accurate information and troubleshooting guides.
Call Center Agent
CCI KENYA
01.2021 - 12.2021
- Proactively raising and escalating sensitive cases that require immediate attention, ensuring necessary actions are taken promptly
- Accurately capturing interactions without any omissions or distortions, ensuring comprehensive and reliable documentation
- Proposing innovative ideas to your Team Leader (TL), Quality Assurance (QA), or Client Campaign Manager (CCM) based on recipient feedback, aiming to enhance our services and meet customer expectations
- Understanding the escalation process and promptly raising challenging cases to supervisors when necessary, ensuring complex issues receive appropriate attention
- Handling other recipient support channels, such as Chats, if required, to provide consistent and effective support across multiple communication channels
- Receiving incoming calls and effectively providing solutions, responses, and assistance to both inquiries and complaints from assigned campaign clients
- Resolving complaints by actively clarifying issues, exploring answers, alternative solutions, and implementing agreed-upon resolutions
- Escalating unresolved complaints to higher levels when necessary to ensure proper resolution.
Business Manager
BLISS BEAUTY AND COSMETIC PARLOUR
01.2015 - 12.2020
- Ensured client satisfaction by addressing their needs, providing personalized recommendations, and delivering exceptional customer service on a daily basis
- Interacted with clients, colleagues, and stakeholders, both verbally and in writing, to convey information, address inquiries, and resolve customer concerns promptly and professionally
- Successfully led and managed a team of salon staff, including hiring, training, and motivating employees to deliver excellent customer service and maintain a positive work environment
- Actively resolved customer complaints, diffused difficult situations, and found solutions to meet customer needs, ensuring a positive and satisfactory outcome for all parties involved
- Effectively managed salon operations, including scheduling appointments, prioritizing tasks, and allocating resources to ensure smooth and efficient service delivery
- Applied a strong understanding of business operations, financial management, and marketing strategies to attract and retain customers, contributing to the overall success of the salon
- Ensured salon cleanliness, maintained accurate inventory records, and implemented quality control measures to provide a high-quality experience for customers.
Personal Assistant
KOREAN DIPLOMAT
08.2014 - 09.2015
- Handled incoming and outgoing diplomatic correspondence promptly and professionally, ensuring accurate and timely responses to inquiries and requests
- Assisted the diplomat with scheduling meetings, managing calendars, organizing travel arrangements, and preparing documents, demonstrating efficiency and attention to detail
- Served as the primary point of contact for internal and external stakeholders, such as government officials, embassy personnel, and members of the public, ensuring effective communication and providing courteous and knowledgeable assistance
- Maintained confidentiality and discretion when dealing with sensitive and confidential diplomatic information, adhering to security protocols and handling data with the utmost care and professionalism
- Assisted in organizing and coordinating diplomatic events, such as receptions, meetings, and official visits, ensuring smooth execution and providing excellent hospitality to attendees
- Understood and adhere to diplomatic protocols, etiquette, and cultural sensitivities when interacting with diplomats, dignitaries, and international guests, ensuring a high level of professionalism and respect
- Provided consular assistance to nationals of the diplomat's home country, addressing their inquiries, offering guidance, and facilitating necessary documentation and procedures
- Build and maintained positive relationships with stakeholders, demonstrating strong interpersonal skills, diplomacy, and the ability to adapt to diverse cultural backgrounds
- Proactively addressed and resolved any issues, conflicts, or complaints that arise, applying problem-solving skills and effective communication to ensure customer satisfaction.
Intern
DISTRICT COMMISSIONER OFFICE, THIKA
11.2013 - 02.2014
- Responded to customer inquiries and provide accurate information regarding procurement processes, procedures, and documentation requirements, ensuring prompt and helpful assistance
- Assisted internal stakeholders in navigating the procurement process, offering guidance on purchasing policies, procedures, and best practices, fostering a positive and supportive customer experience
- Maintained organized and up-to-date procurement records, including purchase orders, invoices, and contracts, ensuring proper documentation and easy retrieval of information when needed
- Assisted in evaluating bids and proposals, ensuring compliance with procurement guidelines, and providing input on supplier selection based on predetermined criteria
- Worked closely with procurement team members to ensure efficient and effective procurement processes, fostering a collaborative and customer-centric work environment
- Addressed and resolved customer complaints or concerns regarding the procurement process, demonstrating excellent problem-solving skills and the ability to provide satisfactory resolutions.
Education
Diploma in Purchasing and Supplies Management -
JOMO KENYATTA UNIVERSITY OF AGRICULTURE AND TECHNOLOGY
Kenya 01.2014 - 01.2016
Kenya Certificate of Secondary Education - undefined
NAROMORU GIRL'S SECONDARY SCHOOL
Kenya Certificate of Primary Education - undefined
HIGHWAY VIEW ACADEMY
Skills
Customer communications
undefinedReferences
- Salome Nduta Kimani, Team leader- CCI Kenya, +254 712 612 079
- Kelvin Mumbi, Operations Manager- CCI Kenya, 0711666016
- Purity Wangari, Regional Human Resource Officer, Christian Aid -Kenya, 0719429817
Timeline
Subject Matter Expert ( SME)
CCI KENYA
01.2022 - Current
Call Center Agent
CCI KENYA
01.2021 - 12.2021
Business Manager
BLISS BEAUTY AND COSMETIC PARLOUR
01.2015 - 12.2020
Personal Assistant
KOREAN DIPLOMAT
08.2014 - 09.2015
Diploma in Purchasing and Supplies Management -
JOMO KENYATTA UNIVERSITY OF AGRICULTURE AND TECHNOLOGY
01.2014 - 01.2016
Intern
DISTRICT COMMISSIONER OFFICE, THIKA
11.2013 - 02.2014
Kenya Certificate of Secondary Education - undefined
NAROMORU GIRL'S SECONDARY SCHOOL
Kenya Certificate of Primary Education - undefined
HIGHWAY VIEW ACADEMY
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