NANCY KAGWIRIA
CUSTOMER CARE
Summary
CAREER PROFILE SUMMARY I am a high performer in office management, sales and marketing, with particular experience from the hospitality industry. I possess over 4 years’ experience in sales and product promotion. During this time, I gained valuable skills such as communication, client service, ability to work under pressure, report writing among others. I also developed a strong work ethic through working in various companies in the world of business. In addition to this, I am a self-motivated person, trustworthy and easy to work with. I aspire to provide exceptional service to each unique client across a dynamic society. I am well positioned to drive business and lead ambitious customers’ satisfaction strategies as well as turn the skills obtained throughout my experience into business. Helpful Senior Customer Service Executive possessing friendly demeanor and excellent problem-solving and communication skills. Bringing [Number] years of experience increasing customer satisfaction levels and business performance by handling and analyzing complaints and designing customer service strategies. Dedicated to creating positive impression on customers to build and retain customer base. Confident Customer Service Executive experienced in working in busy [Type of Company] environments. Pursuing a customer-centric role to expand relationships and draw in new business through excellent interaction, problem resolution and efficient research.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
Work History
Senior Customer Service Executive
INBET SPORTS, MOPA INVESTMENTS LTD
Nairobi
06.2020 - Current
- Promote and sell products/services using solid arguments to existing and prospective customers
- Perform cost-benefit and needs analysis of existing/potential customers to meet their needs
- Establish, develop and maintain positive business and customer relationships
- Reach out to customer leads through cold calling
- Expedite the resolution of customer problems and complaints to maximize satisfaction
- Achieve agreed upon sales targets and outcomes within schedule
- Analyze the territory/market’s potential, track sales and status reports
- Supply management with reports on customer needs, problems, interests, competitive activities, and potential for new products and services
- Keep abreast of best practices and promotional trends
- Continuously improve through feedback
- Achievements:
- Increased sports turnover to Kshs 500,000/- per month and delivered 10 retail shops
- Was the best overall performer for 4 months in a row
- Assisted marketing team on short-term and long-term promotional projects and provided regular updates on status and progress.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Resolved [Product or Service] issues by clarifying customer's complaints, determining causes of problems and selecting best solutions.
- Placed and canceled average of [Number] orders from customers, distributors and agents per month.
- Addressed on average [Number] inbound customer calls daily.
- Informed customers of sales promotions and services, warranties or terms of sale and refunds or exchanges.
- Conducted surveys to determine customer opinion of products and services.
- Responded to customer inquiries and queries to provide thorough and speedy resolutions.
- Directed team of [Number] supervisors and managers to enhance across-the-board customer support and better meet company service demands.
- Maintained customer account information database by canceling and updating customer accounts.
- Evaluated interactions between associates and customers to assess personnel performance.
- Prepared [Product or Service] reports by collecting and analyzing customer needs.
- Answered multi-line phones and used active listening skills to assess client's issues and challenges.
- Developed and implemented various [Type] strategies, increasing productivity [Number]%.
- Promptly responded to inquiries and requests from prospective customers.
- Developed and updated databases to handle customer data.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
SALES MANAGER
NANCY COLLECTIONS, NAIROBI
NAIROBI
01.2016 - 01.2020
- Present, promote and sell products/services using solid arguments to existing and prospective customers
- Perform cost-benefit and needs analysis of existing/potential customers to meet their needs
- Establish, develop and maintain positive business and customer relationships
- Reach out to customer leads through cold calling
- Expedite the resolution of customer problems and complaints to maximize satisfaction
- Achieve agreed upon sales targets and outcomes within schedule
- Analyze the territory/market’s potential, track sales and status reports
- Supply management with reports on customer needs, problems, interests, competitive activities, and potential for new products and services
- Keep abreast of best practices and promotional trends
- Continuously improve through feedback
- Researched competitors' activities and products to uncover new trends
- Tracked pipeline data, won vs. lost opportunities and lead response times with Salesforce CRM.
- Interpreted sales and pricing policies to departmental personnel and customers.
- Maintained marketplace visibility marketplace by participating in industry-related and community activities.
- Targeted and prospected for new business through telemarketing, individual creativity and innovation.
- Reviewed customer service agreements for terms and conditions pricing and accuracy.
RECEPTIONIST
PANARI HOTEL, KENYA
Nairobi
01.2015 - 01.2016
- Perform all check-in and check-out tasks
- Manage online and phone reservations
- Inform customers about payment methods and verify their credit card data
- Register guests collecting necessary information
- Welcome guests upon their arrival and assign rooms
- Provide information about our hotel, available rooms, rates and amenities
- Respond to clients’ complaints in a timely and professional manner
- Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs
- Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests
- Confirmed appointments, communicated with clients and updated client records.
- Resolved customer problems and complaints.
- Maintained confidentiality of information regarding clients and company.
- Screened visitors and issued badges to maintain safety and security.
- Coordinated catering and set up conference rooms for corporate and client meetings.
- Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
- Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Scheduled and confirmed appointments and meetings for senior management team.
- Restocked supplies and submitted purchase orders to maintain stock levels.
CUSTOMER CARE EXECUTIVE
AIRTEL KENYA
01.2014 - 01.2015
- Receiving calls from clients and guiding them accordingly
- Directing clients to other departments
- Solving clients issues promptly and professionally
- Marketing organizations products to clients
- Maintaining a high level of professional conduct
- Conducted surveys to determine customer opinion of products and services.
- Communicated with customers to identify needs and expectations.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained and managed customer files and databases.
- Kept accurate records of all customer interactions and transactions.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Oversaw hiring, orienting and training of customer care staff to facilitate capable workforce.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Assigned and designated job territories to customer care staff according to performance and history.
MERCHANDISER
GOLDCROWN COMPANY LIMITED
NAIROBI
01.2014 - 02.2014
- Plan and develop merchandising strategies that balance customers’ expectations and company’s objectives
- Analyze sales figures, customers’ reactions and market trends to anticipate product needs and plan product ranges/stock
- Collaborate with buyers, suppliers, distributors and analysts to negotiate prices, quantities and time-scales
- Maximize customer interest and sales levels by displaying products appropriately
- Produce layout plans for stores and maintain store shelves and inventory
- Forecast profits/sales and plan budgets
- Monitor stock movement and consider markdowns, promotions, price changes, clear outs etc
- Build customer relationships and team with channel partners to build pipeline and close deals
- Remain up to date with industry’s best practices
WAITRESS
SILVER SPRINGS HOTEL
01.2012 - 03.2012
- Greet and escort customers to their tables
- Present menu and provide detailed information when asked (e.g
- About portions, ingredients or potential food allergies)
- Prepare tables by setting up linens, silverware and glasses
- Inform customers about the day’s specials
- Offer menu recommendations upon request
- Up-sell additional products when appropriate
- Take accurate food and drinks orders, using a POS ordering software, order slips or by memorization
- Communicate order details to the Kitchen Staff
- Serve food and drink orders
- Check dishes and kitchenware for cleanliness and presentation and report any problems
- Arrange table settings and maintain a tidy dining area
- Deliver checks and collect bill payments
- Carry dirty plates, glasses and silverware to kitchen for cleaning
- Follow all relevant health department regulations
- Provide excellent customer service to guests
Education
Associate of Arts - Project Management Certification Course
Vantage Africa School of Leadership
Kenya 05.2022 - 05.2022
High School Diploma -
Thika Institute of Business Studies
Kenya 04.2011 - 04.2013
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KCSE, Kinjo Secondary School Meru Kenya
01.2006 - 01.2009
Bachelor of Arts - B.A COMMUNCIATIONS
UNIVERISTY IF NAIROBI
KENYA 09.2022 - Current
Skills
AND COMPETENCIESundefined
Additional Information
- 4
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 5 staff members.
- Achieved 40% Increase through effectively helping with Sales support.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Bachelor of Arts - B.A COMMUNCIATIONS
UNIVERISTY IF NAIROBI
09.2022 - Current
Associate of Arts - Project Management Certification Course
Vantage Africa School of Leadership
05.2022 - 05.2022
Senior Customer Service Executive
INBET SPORTS, MOPA INVESTMENTS LTD
06.2020 - Current
SALES MANAGER
NANCY COLLECTIONS, NAIROBI
01.2016 - 01.2020
RECEPTIONIST
PANARI HOTEL, KENYA
01.2015 - 01.2016
CUSTOMER CARE EXECUTIVE
AIRTEL KENYA
01.2014 - 01.2015
MERCHANDISER
GOLDCROWN COMPANY LIMITED
01.2014 - 02.2014
WAITRESS
SILVER SPRINGS HOTEL
01.2012 - 03.2012
High School Diploma -
Thika Institute of Business Studies
04.2011 - 04.2013
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KCSE, Kinjo Secondary School Meru Kenya
01.2006 - 01.2009
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