ROSE MIRICHO
CUSTOMER SERVICE REPRESENTATIVE
Nairobi
Summary
Dedicated and results-oriented professional with a strong educational background in International Relations and a minor in Public Relations. Adept at combining academic knowledge with practical experiences to excel in diverse roles. Proven expertise in customer service and administrative functions.
Eager to leverage interpersonal skills, diverse background, and commitment to effectively deliver. Excited to engage with professionals, contribute to global development initiatives, and provide valuable perspectives to drive positive change .I am seeking to venture into community mobilization and empowerment and adept at combining excellent communication skills with a passion for driving positive social change.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Uses logical decision-making skills and sound judgment to positively impact company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
My commitment to accuracy, attention to detail, and ability to apply good judgment in evaluating evidence align with the requirements of the Nonimmigrant Visa (NIV) Assistant role. Eager to contribute my skills and experiences to enhance the efficiency and success of the USA Embassy’s consular operations.
Overview
3
3
years of professional experience
17
17
years of post-secondary education
1
1
Language
Work History
Customer Service Representative
AMG realtors
Nairobi
02.2023 - 12.2023
- Managed over 30 clients per day via phone, email, and chat, ensuring timely and accurate responses
- Assisted customers in understanding land-related processes, legal requirements, and documentation
- Was pioneer of customer service department and therefore contributed to development of training materials for new hires, aiding in smooth onboarding process by providing coaching and mentoring to new hires.
- Resolved customer issues promptly, addressing concerns and finding appropriate solutions to maintain satisfaction
- Collaborated with cross-functional teams, including sales and legal departments, to ensure seamless customer experiences.
- Conducted data entry, document preparation, and maintained organized records.
- Maintained a customer service focus, addressing applicants in person daily, ensuring positive experiences.
- Provided primary customer support to internal and external customers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
DIGITAL AND COMMUNICATION ASSISTANT
MOJA MOJA AFRICA CHARITY ORGANIZATION
Nairobi
10.2021 - 01.2023
- Maintained strict confidentiality while handling sensitive employee data or client information as needed for various projects
- Created and designed various materials for print and digital collateral.
- Supported communications team in designing and editing materials for donors.
- Managed social media platforms, creating engaging content and implementing strategies to enhance online presence and community engagement.
- Stayed abreast of latest trends in experiential learning (EXPL) engagement and adapted social media practices accordingly.
- Collaborated with diverse stakeholders to promote NGO's initiatives related to education and stationery provision.
- Assembled reports and presentations to share insights and recommendations with donors.
- Served as primary contact point for external partners, managing correspondences professionally with effective communication skills
- Conducted thorough research on industry trends, providing valuable insights for strategic decision making
Salesperson
Dajmert Enterprises
Nairobi
03.2021 - 08.2021
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Listened to clients and introduced solutions to satisfy business and personal needs.
- Provided product benefits and advantages and discussed pricing with interested parties.
- Provide excellent customer service to M-Pesa users, addressing their inquiries, concerns, and assisting with transactions. Clearly communicate M-Pesa products, services, and processes to potential and existing customers, ensuring they understand the benefits and features.
- Build positive relationships with customers and colleagues, fostering trust and rapport to enhance the overall customer experience.
- Ability to handle cash transactions accurately, calculate fees, and troubleshoot any issues related to financial transactions.
- Quickly and effectively resolve customer issues, ensuring a smooth and seamless experience with M-Pesa services.
- Understand and respect diverse cultural practices and norms, as M-Pesa is often used in various communities with unique preferences and traditions.
Education
Bachelor of Arts - International Relations And Security Studies
Daystar University
Nairobi, Kenya 04.2020 - 11.2023
Diploma - International Relations
Daystar University
Nairobi, Kenya 01.2019 - 03.2020
High School - High School
St. Bakhita Bahati Girls Secondary School
Nakuru , Kenya 02.2014 - 11.2018
Rockfields primary school - Primary School
Rockfields Primary School
Nairobi, Kenya 05.2006 - 11.2013
Skills
Maintain a customer service focus, addressing applicants in person daily, ensuring positive experiences
Intermediate knowledge of Microsoft Word , power point and Outlook
Accurate and rapid data entry and document review
Exceptional customer service skills, exercising tact and effective communication
Ability to work under continuous pressure and time constraints
Strong attention to detail, identifying trends and potential issues
Excellent interpersonal skills, fostering positive relationships with colleagues and applicants
Demonstrated ability to apply good judgment in evaluating evidence and applying regulations correctly
Proficient in drafting written correspondence in both English and Kiswahili
Volunteer Experience
- Participating in research club which a program initiated by IPSOS and got an award for it
- Participating in charity for mater and being a member of the red cross club in high-school so as to fundraise
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide. This enabled me to be awarded three times in one year
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Customer Service Representative
AMG realtors
02.2023 - 12.2023
DIGITAL AND COMMUNICATION ASSISTANT
MOJA MOJA AFRICA CHARITY ORGANIZATION
10.2021 - 01.2023
Salesperson
Dajmert Enterprises
03.2021 - 08.2021
Bachelor of Arts - International Relations And Security Studies
Daystar University
04.2020 - 11.2023
Diploma - International Relations
Daystar University
01.2019 - 03.2020
High School - High School
St. Bakhita Bahati Girls Secondary School
02.2014 - 11.2018
Rockfields primary school - Primary School
Rockfields Primary School
05.2006 - 11.2013