Summary
Overview
Work History
Education
Skills
Timeline
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Monique Kilonzi

Customer Support Agent, Virtual Assistant, Reservations Manager,
Nairobi, Nairobi Province

Summary

Adept at customer relationship management and call control, I significantly enhanced client satisfaction and sales targets at XFusion. Fluent in German, my expertise in customer communications and product knowledge led to a consistent performance improvement, showcasing my ability to effectively address and resolve complex issues, thereby boosting customer retention rates.


Overview

4
4
years of professional experience
2
2
Languages

Work History

Call Center Representative, Reservations Officer

XFusion
10.2023 - Current
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Built relationships with customers to encourage repeat business.
  • Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
  • Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
  • Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
  • Managed returns, exchanges and refunds in accordance with cancellation policy.
  • Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
  • Streamlined checkout process, significantly reducing wait times and improving customer satisfaction.

Call Center Representative

Teleperformance
10.2022 - 06.2023
  • Explained product prices and packages as well as answered questions and addressed concerns of customers.
  • Developed extensive knowledge of products and services to better assist customers.
  • Documented customer interactions and transactions, maintaining accurate records of all dealings.
  • Implemented upselling techniques to increase revenue and move product.
  • Educated customers on product and service benefits, explaining features and answering questions.
  • Pitched products and services to potential customers, securing new deals and sales opportunities.
  • Utilized CRM systems proficiently to track customer interactions, ensuring accurate records for future reference and followups.
  • Adapted communication style according to diverse clientele backgrounds for better connection and rapport building during calls.
  • Boosted revenue by identifying up-selling and cross-selling opportunities during customer interactions.

Customer Service Representative Intern

Bahari Beach Hotel
11.2021 - 02.2022
  • Collaborated with team members to achieve high-quality service and timely resolution of issues.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries.
  • Contributed positively towards team goals by actively participating in team meetings, sharing insights, and offering assistance where needed.
  • Provided comprehensive support to customers, guiding them through account setup and usage processes.
  • Assisted guests in checking in, and gave them a brief overview about the hotel, mealtimes, activities.

Sales Agent

Amboseli Simba Galleria Curio Shop
07.2021 - 09.2021
  • Sold artifacts to the guests by mastering their positive beliefs about our products
  • Developed strong relationships with clients through excellent customer service and regular followups.
  • Enhanced product knowledge through continuous training and professional development opportunities.
  • Achieved top performer status within the company due to consistent high sales numbers.
  • Expanded client base by diligently prospecting new leads and effectively presenting product offerings.
  • Delivered engaging sales presentations tailored specifically towards individual client needs, demonstrating a deep understanding of their business and industry.
  • Improved overall customer satisfaction by promptly addressing concerns and providing tailored solutions.

Education

Security Awareness Training - Marine Maintenance And Ship Repair

STCW Academy
Australia
04.2001 -

Travel Agency Techiques - Aviation

Kenya Utalii Collage
Mombasa, Mombasa District, Kenya
04.2001 -

German Language - Foreign Languages And Literatures

Goethe Institute
Mombasa, Mombasa District, Kenya
04.2001 -

Skills

    Customer service

    Customer relationship management

    Call control

    Data entry

    Customer communications

    Complaint resolution

    Quality assurance

    Customer support

    Product upselling

    Payment processing

    Inbound phone calls

    Verbal and written communication

    FLUENT IN German

    Call center operations

    Product knowledge

    Performance improvement

    Documentation and reporting

    Building rapport

    Logging call information

Timeline

Call Center Representative, Reservations Officer

XFusion
10.2023 - Current

Call Center Representative

Teleperformance
10.2022 - 06.2023

Customer Service Representative Intern

Bahari Beach Hotel
11.2021 - 02.2022

Sales Agent

Amboseli Simba Galleria Curio Shop
07.2021 - 09.2021

Security Awareness Training - Marine Maintenance And Ship Repair

STCW Academy
04.2001 -

Travel Agency Techiques - Aviation

Kenya Utalii Collage
04.2001 -

German Language - Foreign Languages And Literatures

Goethe Institute
04.2001 -

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Monique KilonziCustomer Support Agent, Virtual Assistant, Reservations Manager,