I am an advocate for mindfulness and practice meditation regularly This not only helps me maintain focus and resilience in a fast-paced work environment but also contributes to a positive and calm demeanor when facing challenges
MILLICENT NG’ENDO
Nairobi,30
Summary
Committed and detail-oriented professional with a strong work ethic, dedicated to maximizing potential and gaining expertise in organizational operations. Proven ability to contribute to decision-making and policy formulation. Skilled in critical decision-making, deadline management, and team reviews. Possesses expertise in analysis and quantitative problem-solving. Demonstrated commitment to achieving tangible results, meeting deadlines, and fostering cross-team collaboration. Proactive and eager to collaborate with like-minded individuals to achieve common goals.
Overview
5
5
years of professional experience
1
1
years of post-secondary education
1
1
Language
Work History
Call Center Representative
CCI Kenya
NAIROBI, Kenya
09.2022 - Current
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Educated customers on company systems, form completion, and access to services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Processed debit and credit card and electronic check payments.
- Approved and terminated customer contracts upon request.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Collaborated with shipping team to track shipments, verify orders and handle product returns.
- Boosted customer service satisfaction ratings through consistent quality control.
- Responded to customer calls and emails to answer questions about products and services.
- Cross-trained and provided backup support for organizational leadership.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Managed timely and effective replacement of damaged or missing products.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved accounting, service and delivery concerns.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Cross-trained and backed up other customer service managers.
- Educated customers about billing, payment processing and support policies and procedures.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Promptly responded to inquiries and requests from prospective customers.
- Developed and updated databases to handle customer data.
Exam Invigilator
Kenya National Examination Council(KNEC)
Kiambu , Nairobi, Kenya
07.2022 - 07.2022
- Collated examination papers at end of allocated time.
- Assisted with setting up examination hall.
- Made sure that students were seated per the seating plan.
- Communicated with other invigilators on possible student malpractice and reported to examination body.
- Checked students issued with correct examination paper.
- Supervised students throughout the examination to deter cheating.
- Ensured students abided by rules of the examination hall and practised correct exam conditions.
- Assisted students before the start of the exam by directing them to seats.
- Distributed examination papers and other materials.
- Examined papers to determine complete and consistent examination documents, preparing for arrival of students.
- Set up equipment, distributed examination documents and outlined procedures to prepare and provide instructions to students in venue.
- Prohibited mobile phones, hats and gadgets to enforce rules and enable students to focus on examinations.
- Briefed candidates regarding rules to enforce no talking inside examination room and focus on exams.
- Conducted roll call to check and monitor attendance, determining and recording punctuality and absences.
- Supervised exam duration of time to monitor students complete answers before deadline.
- Managed candidates during toilet, lunch and rest breaks to enforce proper behaviour, complying with conduct code.
- Answered questions and resolved issues and concerns to support communications and positive examinations.
- Directed students to assigned seats and informed time limits and schedule for examinations for clarity and organisation.
Volunteer
Ministry Of Labour And Social Security
Kiambu , Kenya
11.2020 - 06.2021
- Supported engaging, fun, and smooth-running events by helping with organization and planning.
- Assisted with special events and programs.
- Used strong interpersonal communication skills to convey information to others.
- Demonstrated customer service abilities while greeting and welcoming visitors upon arrival.
- Maintained excellent professional relationships by going extra mile to complete tasks voluntarily.
- Took initiative to identify and execute tasks to improve service quality.
- Assisted in organising and setting up inside areas to facilitate community events.
- Used excellent listening skills, empathy and friendly approach to provide best possible care for service users.
- Recruited new volunteers to meet organisational needs and helped coordinate schedules, training and volunteer activities.
- Scanned, photocopied and filed documents to maintain consistent and updated records.
- Read and proofread documents to correct errors and promote clarity.
- Analysed data to identify discrepancies and achieve quality standards.
- Focused volunteering efforts on supporting and expanding community-based work to meet needs of local residents.
- Created welcoming, friendly and safe environment for families and service users through rapport building.
- Wrote and submitted reports to manager to inform status and developments.
- Sorted and distributed mail to designated recipients to maintain smooth communication flow.
Attachment Student
Ministry Of Labour And Social Security
07.2019 - 08.2019
- Reported back to instructor to receive day-to-day tasks and responsibilities.
- Interacted with customers by phone, email, or in-person to provide information.
- Communicated effectively with faculty and staff and accepted critiques and suggestions for areas of improvement.
- Delivered clerical support by handling range of routine and special requirements.
- Answered and transferred incoming telephone calls, taking messages for various staff members.
- Provided clerical support, addressing routine, and special requirements.
- Sorted, organized, and maintained files.
- Completed research, compiled data, updated spreadsheets, and produced timely reports.
- Sorted and organized files, spreadsheets, and reports.
- Participated in workshops and presentations related to projects to gain knowledge.
- Collaborated with senior management on new initiatives to build confidence.
- Explored new technologies and approaches to streamline processes.
- Prepared project presentations and reports to assist senior staff.
- Maintained accurate records and documentation of projects to inform stakeholders of progress and updates.
- Developed and maintained relationships with key internal stakeholders.
- Analyzed problems and worked with teams to develop solutions.
Education
Bachelors’ Degree - Arts, Humanities and Social Sciences
Kenyatta University
01.2016 - 04.2023
Attained a KCPE Certificate with -
Clanne Academy
01.2000 - 11.2010
KCSE Certificate With C+ -
Karatina Girls Secondary School
Karatina, Kenya 01.2011 - 11.2015
Skills
Effective CommunicationClearly and concisely convey information while maintaining a professional toneEmpathy: Understand and address customer concerns with compassion, showing that you genuinely care about their experienceProblem-Solving: Analyze issues and provide timely, accurate solutions to customer problemsSales Skills: Proactively recommend products or services based on customer needs, enhancing the shopping experience and contributing to sales goalsPatience: Remain calm and composed, especially when dealing with frustrated or upset customersProduct Knowledge: Have a thorough understanding of the products or services to provide accurate information and assistanceAttention to Detail: Avoid errors and ensure that all customer requests and concerns are addressed accuratelyAdaptabilityBe flexible and adapt to different customer personalities and situationsProfessionalism: Maintain a professional demeanor in all communications, adhering to company guidelines and policiesPositive Language: Use positive and constructive language to foster a positive customer experienceMultitasking: Handle multiple customer inquiries simultaneously without compromising the quality of responsesFollow-Up: Ensure that customer issues are resolved, and follow up to confirm satisfaction or provide additional assistance if neededTeam Collaboration:Collaborating with colleagues and other departments to ensure seamless communication and resolution of customer issues
Documentation and reporting
Customer Relationship Management I'm
Customer support
Customer Relationship Management
Logging call information
Complaint resolution
Call center operations
Verbal and written communication
Inbound phone calls
Problem-solving skills
Performance improvement
Quality assurance
Account management
Brand representation
Answering questions
Customer service optimization
Calm disposition
Gathering information
Documentation and reporting
Interests
I enjoy exploring local parks and nature trails, allowing me to unwind and recharge This appreciation for tranquility positively influences my approach to handling stress and maintaining focus during demanding work periods
I appreciate the simplicity of spending quality time with family This not only reinforces my commitment to relationships but also emphasizes my ability to create a harmonious environment, a trait I bring to collaborative projects
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The best way out is always through.
Robert Frost
Timeline
Call Center Representative
CCI Kenya
09.2022 - Current
Exam Invigilator
Kenya National Examination Council(KNEC)
07.2022 - 07.2022
Volunteer
Ministry Of Labour And Social Security
11.2020 - 06.2021
Attachment Student
Ministry Of Labour And Social Security
07.2019 - 08.2019
Bachelors’ Degree - Arts, Humanities and Social Sciences
Kenyatta University
01.2016 - 04.2023
KCSE Certificate With C+ -
Karatina Girls Secondary School
01.2011 - 11.2015
Attained a KCPE Certificate with -
Clanne Academy
01.2000 - 11.2010