RUTH COMFORT MAINA
Customer Service Executive
Karen, Nairobi
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
5
5
years of professional experience
Work History
Customer Service Executive
Absa Bank Kenya PLC
Nairobi
04.2018 - Current
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction.
- Described product and service details to customers to provide information on benefits and advantages.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
Intern
National Hospital Insurance Fund
Nairobi
09.2016 - 10.2016
- Answered and transferred incoming telephone calls, taking messages for various staff members.
- Provided clerical support, addressing routine and special requirements.
- Sorted, organized and maintained files.
- Liaised with clients to assess needs and responded to inquiries.
- Developed business, financial and analytical skills in fast-paced work environment.
Education
Bachelor Of Commerce - Finance
JKUAT
Karen06.2018
K.C.S.E -
Our Lady of Consolata Mugoiri Girls High School
Muranga11.2013
Skills
- Customer Retention Strategies
- Team Management
- Customer Account Management
- Responding to Difficult Customers
- Calm and Professional Under Pressure
- Inbound Customer Calls
- Accurate Recordkeeping while being Efficient and Detail-Oriented
- Online Chat
- POS Systems and Ordering Platforms
- Loyalty Programs
- Microsoft Exchange
- Credit Card Payment Processing
- Issue and Complaint Resolution
- Report Preparation and Analysis
Timeline
Customer Service Executive
Absa Bank Kenya PLC
04.2018 - Current
Intern
National Hospital Insurance Fund
09.2016 - 10.2016
Bachelor Of Commerce - Finance
JKUAT
K.C.S.E -
Our Lady of Consolata Mugoiri Girls High School
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