Resa Namaemba
Summary
Dedicated Customer Service professional with experience in engaging customers and enhancing team collaboration. Proven ability to leverage Business Management knowledge and digital skills to drive positive outcomes. Aiming to exceed client expectations and lead a customer service team in implementing innovative support strategies.
Overview
2
2
Languages
15
15
years of post-secondary education
7
7
years of professional experience
Work History
Customer service Representative
Teleperformance Business Process Outsourcing
09.2025 - Current
- Responded to customer inquiries via email and chat, delivering accurate information about products and services to enhance customer experience.
- Listen to customer issues, investigate problems, and provide solutions to ensure satisfaction.
- Understand company products & services to assist customers effectively and answer questions confidently.
- Built strong customer relationships through professionalism, empathy, and responsiveness, fostering loyalty and trust.
- Resolved complex customer issues by collaborating with other departments to deliver effective solutions that addressed customer needs.
- Keep detailed records of interactions, transactions, and complaints for future reference and reporting.
- Participated in training sessions to improve product knowledge and service skills.
Merchandiser and Promoter
Carrefour Kenya
11.2023 - 07.2025
- Optimized product placement according to store layout and promotional strategies to enhance visibility and sales.
- Managed stock levels by restocking shelves, monitoring inventory, and promptly replenishing products to prevent shortages.
- Inspected merchandise for damage and expiry, ensuring only high-quality products were available to customers.
- Assisted customers in locating products and provided exceptional service, enhancing overall shopping experience.
- Addressed customer complaints and resolved minor issues or escalated them to appropriate staff for timely resolution.
- Arranged product displays to enhance store aesthetics and customer engagement. according to company standards and specifications.
Brand Ambassador
Safaricom PLC
01.2020 - 08.2023
- Increased sales and brand awareness through face-to-face marketing.
- Represented Safaricom at promotional events and marketing campaigns, enhancing brand visibility and customer interaction.
- Educated customers on Safaricom's products, services, and offers, driving informed purchasing decisions.
- Created positive brand experiences by engaging customers with professionalism and enthusiasm, strengthening brand loyalty.
- Assisted customers with SIM card activations, data bundle purchases, and M-Pesa transactions, ensuring seamless service.
- Collected customer feedback on concerns and product performance, delivering insights to inform product enhancements.
Education
Diploma - Business Management
Sang'alo Institute of Science and Technology
Bungoma 09.2017 - 07.2020
Kenya Certificate of Secondary Education -
St Mary's Sosio Girls High School
Trans nzoia 07.2004 - 12.2016
Skills
- Customer service
- CRM tools
- Customer Engagement
- Customer Feedback
- Sales techniques
- Problem resolution
- Conflict resolution
- Task prioritization
- Multitasking
- Effective Communication
- Product knowledge
Professional Development
Generation Programme Kenya, Certificate in Digital Customer Service, 01/01/25, 03/01/25
Languages
English
First Language
Swahili
Proficient
C2
Timeline
Customer service Representative
Teleperformance Business Process Outsourcing
09.2025 - Current
Merchandiser and Promoter
Carrefour Kenya
11.2023 - 07.2025
Brand Ambassador
Safaricom PLC
01.2020 - 08.2023
Diploma - Business Management
Sang'alo Institute of Science and Technology
09.2017 - 07.2020
Kenya Certificate of Secondary Education -
St Mary's Sosio Girls High School
07.2004 - 12.2016