Priscah Ndirangu
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
5
5
years of professional experience
Work History
Supplier Support Associate
Assent
11.2024 - Current
- Assist suppliers with inquiries and issues to ensure timely resolution. This has improved the CSAT score by 3%,
- Record all interactions with suppliers on a CRM tools
- Collaborate with cross-functional teams to improve supplier communication processes.
- Supported in lowering the a backlog of emails in September by 4% and improved our customer satisfaction rate by 3%.
- Coordinated team meetings which increased collaboration by 5%.
- Guide suppliers on how to use our platforms and troubleshoot technical issues they report to us while using our platforms.
Customer Service Representative
CCI Kenya
10.2020 - 11.2024
- I supported retail customers via chat for 2 and a half years and in social media for a period of 6 months.
- Assisted customers with inquiries regarding products, services, order statuses, returns and refunds.
- De-escalated complaints and used available resources according to policy such as issuing gift cards and following up on complaints. This reduced the detractor counts
- Documented customer interactions in CRM system for accurate record-keeping and follow-up.
- I supported customers via calls for a period 8 months from November 2023 to July 2024. I maintained a Net promoter score of 9 and 10.
- Was trained on protection of personally identifiable information of customers to protect both customers from fraud and the business from fines and legal liabilities.
- I acted in the role of a mentor for a period of 4 and a half months, that is from July to November 2024.
- While supporting as a mentor, I supported in Quality Analyst roles by holding coaching, calibration sessions, auditing calls and providing real-time feedback. In this capacity quality scores increased by 7%.
- Participated in team meetings and provided gaps that were leading to poor performance such as use of filler words that reduced confidence of customers as opposed to using rapport or placing them on hold to find an effective solution.
Education
Bachelor of Science - Horticulture
University of Eldoret
Eldoret11.2017
High School Diploma -
Kangubiri Girls' High School
Nyeri11.2012
Skills
- Teamwork and collaboration
- Call center experience
- Attention to detail
- Effective communication
- Active listening
- Experience with CRM tools
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Supplier Support Associate
Assent
11.2024 - Current
Customer Service Representative
CCI Kenya
10.2020 - 11.2024
Bachelor of Science - Horticulture
University of Eldoret
High School Diploma -
Kangubiri Girls' High School