ROSEMARY NYAMBURA NJOROGE
Nairobi
Summary
With over 5 years of experience in customer service and client service relations in a call center environment, I have a strong passion for building strong customer relations, driving brand loyalty, and increasing customer engagement and retention. Dedication and attentiveness enable effective support in achieving continuous success through process improvements and implementing effective strategies in client service management.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Quality Assurance Analyst
Apollo Agriculture Limited
06.2019 - 04.2023
- Monitoring, evaluating and scoring inbound and outbound calls against established assurance standards
- Participating in customer and client listening programs to identify customer needs and expectations
- Ensuring the call center agents adhere to the quality assurance standards and the business's standard operating procedures
- Providing actionable data to various internal support groups as needed
- Providing feedback to call center team leaders and managers
Customer Care Agent
Apollo Agriculture Limited
01.2018 - 05.2019
- Providing required information about enquired products and services to prospective clients and suggesting information about other available products and services
- Ensuring customer satisfaction and providing professional customer support
- Opening customer accounts by recording all the account information
- Maintaining up to date customer account information
- Resolving product or service challenges by clarifying the customer's complaint; determining the root cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Maintaining financial accounts by processing customer adjustments
- Maintaining solid customer relationship by handling questions and concerns with speed and professionalism
- Recommending potential products or services to management by collecting customer information and analyzing customer needs
- Providing feedback on the efficiency of the customer service process
- Preparing regular product or service reports by collecting and analyzing customer information
- Contributing to team effort by accomplishing related results as required
IT Technician (Trainee)
AAR Holdings Ltd
02.2011 - 04.2011
- Providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Responding to queries either in person or over the phone
- Maintaining daily performance of computer systems
- Responding to email messages for staff seeking help
- Installing, modifying, and repairing computer hardware and software
- Running diagnostic programs to resolve problems
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
- Installing computer peripherals for users
- Following up with staff to ensure issue has been resolved
- Getting and analyzing feedback from staff about computer usage
IT Technician (Trainee)
Kenya Police Staff Sacco Society Ltd
01.2009 - 04.2009
- Responding to queries either in person or over the phone
- Providing technical assistance with computer hardware and software
- Resolving technical issues in timely manner using available resources
- Performing hardware and software installations, configurations and updates as needed
- Maintaining daily performance of computer systems
- Running diagnostic programs to resolve problems
- Providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Following up with staff to ensure issue has been resolved
Education
Diploma - Information Technology
Jomo Kenyatta University of Agriculture and Technology
01.2009
Kenya Certificate of Secondary -
Elite High School
01.2004
Skills
- Excellent communication skills
- Strong time management skills
- Organizational skills
- Planning skills
- Strong interpersonal skills
- Quality assurance
- Teamwork and positive attitude
- Quality processes
- Mentoring and training
- Data analysis
- Documentation skills
- Quality assurance controls
- Customer service
- Technical support
- Call monitoring
- Group presentations
- Report analysis
- Critical thinking
- QA planning
- QA reporting
- Strong problem solver
- Decision-making
Certification
- Diploma in Customer service
- Visual Assistant
Timeline
Quality Assurance Analyst
Apollo Agriculture Limited
06.2019 - 04.2023
Customer Care Agent
Apollo Agriculture Limited
01.2018 - 05.2019
IT Technician (Trainee)
AAR Holdings Ltd
02.2011 - 04.2011
IT Technician (Trainee)
Kenya Police Staff Sacco Society Ltd
01.2009 - 04.2009
Kenya Certificate of Secondary -
Elite High School
Diploma - Information Technology
Jomo Kenyatta University of Agriculture and Technology
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