Nancy Wanjiru
Customer Service Representative
Nairobi
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
3
3
years of professional experience
8
8
years of post-secondary education
1
1
Language
Work History
Call Center Representative
Sendwave
Nairobi
11.2022 - 03.2023
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Educated customers on company systems, form completion, and access to services.
- Approved and terminated customer contracts upon request.
- Attended telephone skills and program information training sessions to boost aptitude.
- Responded to customer calls and emails to answer questions about products and services.
Customer Service Representative
Influx
Nairobi
12.2021 - 08.2022
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Provided primary customer support to internal and external customers.
- Answered constant flow of customer calls with minimal wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Call Center Customer Service Representative
Ria money
Nairobi
03.2021 - 09.2021
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Documented and detailed calls and complaints using call center's CRM database.
- Resolved concerns with products or services to help with retention and drive sales.
- Generated customer service reports to track customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
Customer Service Representative
Mavens plumbers limited .
Nairobi
07.2020 - 12.2020
- Provided primary customer support to internal and external customers.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
GED -
Nyataragi Primary School
Kiambu 04.2001 -
High School Diploma -
Gatitu Secondary School
Nairobi 01.2014 - 11.2017
Bachelor of Arts - Economics
KCA University
Nairobi 09.2018 - 11.2022
Skills
Customer support
Problem-solving skills
Answering questions
Logging call information
Technical Support
Customer Relationship Management
Customer service optimization
Client communication
Inbound phone calls
Timeline
Call Center Representative
Sendwave
11.2022 - 03.2023
Customer Service Representative
Influx
12.2021 - 08.2022
Call Center Customer Service Representative
Ria money
03.2021 - 09.2021
Customer Service Representative
Mavens plumbers limited .
07.2020 - 12.2020
Bachelor of Arts - Economics
KCA University
09.2018 - 11.2022
High School Diploma -
Gatitu Secondary School
01.2014 - 11.2017
GED -
Nyataragi Primary School
04.2001 -