ROSEMARY KARUBIU
Customer Service
Nairobi,Kenya
Summary
I am a Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills.
I have acquired diverse experience in customer service where I use my problem solving skills to resolve customer issues and mantain customer loyalty.
I am looking forward to establish a career that I can utilize my skills, experience and natural abilities to make and implement decisions that are proactive and dynamic in compatibility with the fast changing and demanding dimensions of the industry today.
Overview
6
6
years of professional experience
9
9
years of post-secondary education
Work History
Customer Service Representative
Watu Credit
11.2020 - 05.2023
- Communicating with customers across different channels such as face-to-face, calls,SMS, emails, and live chat in a professional manner to enhance efficient communication with customers.
- Receiving and responding to customer service account queries on account balances, transaction details, statements, and fees and charges.
- Escalating all unresolved customer complaints by sending Complaint Escalation Tickets immediately.
- Obtaining customer feedback on products and services delivered through diverse techniques such as customer surveys to help to identify process and product improvement areas when required.
- Meeting or exceeding performance metrics while providing excellent and consistent customer service by understanding Key Performance Indicators (KPIs)
- Utilized customer service software to manage interactions and track customer satisfaction.
CUSTOMER SERVICE EXECUTIVE
BIASHARA SACCO SOCIETY
01.2017 - 09.2020
- Approved of account opening documents and ensured they are fully compliant.
- Responded to customer queries in a timely and accurate way, via phone and email.
- Informed customers about new features and functionalities
- Followed up with customers to ensure their technical issues are resolved
- Gathered customer feedback and share with our Product, Sales and Marketing teams
- Generate sales leads
- Updated account information to maintain customer records.
- Tracked customer service cases and updated service software with customer information.
Education
Bachelor of Business Management - Purchasing And Supplies
Karatina University
01.2011 - 04.2015
Certificate In Advanced Computer Applications -
Annex Computer College
01.2010 - 08.2010
Kenya Certificate Of Secondary Education -
Moi Girls Secondary School
01.2006 - 12.2009
Skills
Customer service
Referees
Francis Njuguna
Retail Manager,Watu Credit Limited
+254-706899025
fnjuguna@watuafrica.com
Diana Karimi
Software Developer,Transunion Kenya
+254-722363564
diana.programmer@gmail.com
Timeline
Customer Service Representative
Watu Credit
11.2020 - 05.2023
CUSTOMER SERVICE EXECUTIVE
BIASHARA SACCO SOCIETY
01.2017 - 09.2020
Bachelor of Business Management - Purchasing And Supplies
Karatina University
01.2011 - 04.2015
Certificate In Advanced Computer Applications -
Annex Computer College
01.2010 - 08.2010
Kenya Certificate Of Secondary Education -
Moi Girls Secondary School
01.2006 - 12.2009
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