Freshdesk
ROSELINE SHARON NJERI WOKABI
Customer Relations| Operations| Communication
Nairobi
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
9
9
years of professional experience
Work History
Customer Service Manager
TalkRemit
07.2022 - Current
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Senior Customer Service Advisor
TalkRemit
05.2021 - 06.2022
- Enhanced customer satisfaction by promptly addressing and resolving complex issues.
- Assisted management in establishing goals for the department based on historical data analysis and projected growth trends.
- Contributed valuable insights during strategy meetings focused on refining overall organizational approach toward delivering superior customer experiences.
- Organized team-building events aimed at fostering camaraderie among colleagues while also promoting creative problem-solving techniques.
- Spearheaded initiatives aimed at enhancing internal communication within the team for better collaboration on cases.
- Participated in recruitment efforts, helping select top talent for the customer service team.
- Streamlined customer service processes for improved efficiency and faster response times.
- Mentored junior advisors, fostering a culture of continuous learning and development.
- Oversaw scheduling functions to ensure adequate staffing during peak call volume periods without exceeding budgetary constraints.
- Managed escalated cases with diplomacy, maintaining professionalism at all times.
- Escalated issues to proper supervisors when standard processes were not effective.
- Engaged clients in person and over phone to answer questions and address complaints.
Customer Service Executive
TalkRemit
02.2020 - 04.2021
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
Sales Executive
Fee Plan Limited
01.2017 - 01.2020
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.
- Delivered exceptional customer service, resulting in a high percentage of repeat business and client referrals.
- Demonstrated expert product knowledge during client interactions, addressing questions/concerns confidently and offering solutions tailored specifically for them.
- Engaged with clients to gather feedback on areas for improvement, leading to enhanced customer service.
Brand Ambassador
Strategic Pursuits Limited
04.2016 - 12.2016
- Enhanced brand recognition by executing promotional events and engaging customers with product demonstrations.
- Participated in in-store promotional activities to raise product awareness by representing the brand in branded clothing.
- Fostered long-term relationships between the company and assigned stores, enhancing collaboration.
- Boosted sales through effective collaboration with store staff to promote products in high-traffic areas.
- Analyzed slow-moving products and implemented price reductions or promotions to improve performance.
- Identified and addressed production and supply chain issues, resolving delays and minimizing disruptions.
- Approached strangers and interacted in natural conversation with goal of developing brand loyalty.
- Educated consumers about product benefits, leading to increased interest and sales conversions.
Brand Ambassador
Azen Services
11.2015 - 01.2016
- Approached strangers and interacted in natural conversation with goal of developing brand loyalty.
- Boosted sales through effective collaboration with store staff to promote products in high-traffic areas.
- Educated consumers about product benefits, leading to increased interest and sales conversions.
- Enhanced brand recognition by executing promotional events and engaging customers with product demonstrations.
- Increased positive word-of-mouth referrals through genuine, personalized customer interactions and excellent product knowledge.
- Communicated product information with confidence and educated consumers about company.
Education
International Business Management - Business Management
KCA University
Nairobi 04.2001 -
Diploma - Diploma in Sales, Management And Marketing
NIBS Technical College
Nairobi 04.2001 -
Skills
Customer service
Complaint resolution
Customer relationship management (CRM)
Problem-solving
Service delivery optimization
Training and mentoring
Administrative support
Staff management
Schedule coordination
Staffing coordination
Software
Timeline
Customer Service Manager
TalkRemit
07.2022 - Current
Senior Customer Service Advisor
TalkRemit
05.2021 - 06.2022
Customer Service Executive
TalkRemit
02.2020 - 04.2021
Sales Executive
Fee Plan Limited
01.2017 - 01.2020
Brand Ambassador
Strategic Pursuits Limited
04.2016 - 12.2016
Brand Ambassador
Azen Services
11.2015 - 01.2016
International Business Management - Business Management
KCA University
04.2001 -
Diploma - Diploma in Sales, Management And Marketing
NIBS Technical College
04.2001 -
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