Michelle Munyiva
Nairobi
Summary
Experienced and results-oriented customer service professional with over 6 years of proven expertise in enhancing processes and delivering exceptional service. Skilled in analyzing customer feedback, identifying areas for improvement, and implementing streamlined procedures. Creative problem solver with a strategic mindset, dedicated to achieving service excellence through the development and execution of effective plans.
Overview
7
7
years of professional experience
Work History
Customer Service Manager
Shopit Limited
5 2020 - Current
- Conducting public relations duties such as calling existing clients to ensure their satisfaction, networking within the community to identify prospective customers, and contributing to the organization’s marketing campaigns
- Investigating any customer issues and ensuring they are resolved as fast as possible
- Monitoring the sales team's strengths and weaknesses from the client's point of view and providing feedback
- Auditing lost sales opportunities to determine the causes and giving recommendations to reverse the outcomes
- Acting as a liaison between the customer and the customer service department to ensure that all feedback is implemented appropriately
- Training new staff on operating procedures and company services
- Examining industry trends and strategizing to stay ahead of competitors
- Ensuring that all customer inquiries and requests from prospective customers are responded to promptly and appropriately.
- Reduced response time to customer inquiries by optimizing support channels.
- Collaborated with marketing teams to align messaging and promotions with customer needs and expectations.
- Established cross-functional teams for improved communication between departments and better customer experiences.
- Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
Customer Experience Agent
Shopit
01.2019 - 05.2020
- Responded to customer requests for products, services, and company information
- Met all customer call guidelines including service levels, handling time, and productivity
- Educated customers about billing, payment, and support policies and procedures
- Investigated and resolved customer inquiries and complaints quickly
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives
- Provided excellent customer care by responding to requests and assisting with product selection
- Promoted available products and services to customers during service, account management, and order calls
- Promptly responded to inquiries and requests from prospective customers through face-to-face interactions and calls
- Created and maintained a professional relationship with product suppliers and distributors
- Maintained an up-to-date database of in-stock and out-of-stock products
- Liaised with vendors, contractors, and professional services personnel to ensure proper processing of orders in alignment with the needs and specifications of management.
Customer Relation Intern
Shopit
10.2018 - 01.2019
- Handled an average of 70 calls which involved signing up new customers, retrieving customer data, presenting relevant product information, and canceling services
- Resolved warranty issues over the phone with customers
- Followed through on all critical inter-departmental escalations to increase customer retention rates
- Promised best prices for all customer services and maintained accuracy when determining quotes
- Met all customer call guidelines including service levels, handling time, and productivity
- Welcomed, greeted, and assisted guests in a high-traffic store
- Conferred with customers about concerns with products or services to resolve problems and drive sales
- Recorded actions taken, and issues resolved and provided information to effectively manage customer accounts.
Receptionist
Getbucks
05.2018 - 10.2018
- Monitored and screened visitors to verify accessibility to inter-office personnel
- Aggregated and prepared documentation and reports for office meetings, distribution, and filing
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Liaised with vendors, contractors, and professional services personnel to ensure proper processing of orders in alignment with needs and specifications of management
- Assisted in administrative duties for the office team, including making phone calls, copies, and schedules
- Supported various administrative duties by proofreading, transcribing, and invoicing.
Communication and Public Relations Intern
Mama Lucy Hospital
05.2017 - 06.2017
- Management and sharing of customer care and public complaints with the director of communications
- Management of customer queries about hospital services
- Coming up with branding ideas for the hospital
- Monitored negative publicity that may arise from the hospital
- Assisted with the organization of CSR events.
Education
Bachelor of Science, Communications And Public Relations - Public Relations
Maasai Mara University
International Computer Driving License Certificate - Introduction to Web Design
Institute of Advanced Technology
Kenya Certificate of Secondary Education -
Matungulu Girls Secondary School
Kenya Certificate of Primary Education -
Bidii Primary School
Skills
Building and maintaining quality customer relationships
Meticulous attention to detail
Quick thinking and problem-solving skills
A great team player
Service Level Agreements
Workload Management
Contract Negotiation
Vendor Relationship Management
Service Delivery Optimization
References
- Joram Mbutu, Shopit Limited, Product Team Lead, +254708851411
- Shelmith Nderitu, Shopit Limited, Human Resource Manager, 0711632547
- Joseph Wambua, Ministry of Education, Assistant Director, 0722272309
Timeline
Customer Experience Agent
Shopit
01.2019 - 05.2020
Customer Relation Intern
Shopit
10.2018 - 01.2019
Receptionist
Getbucks
05.2018 - 10.2018
Communication and Public Relations Intern
Mama Lucy Hospital
05.2017 - 06.2017
Customer Service Manager
Shopit Limited
5 2020 - Current
Bachelor of Science, Communications And Public Relations - Public Relations
Maasai Mara University
International Computer Driving License Certificate - Introduction to Web Design
Institute of Advanced Technology
Kenya Certificate of Secondary Education -
Matungulu Girls Secondary School
Kenya Certificate of Primary Education -
Bidii Primary School
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