SALOME NJENGA
CUSTOMER SERVICE REPRESENTATIVE
Nairobi, Nairobi Province,30
Summary
Experienced customer service representative bringing in eight years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
CCI Kenya
07.2022 - 05.2024
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
Call Center Representative
ONQ Kenya
01.2019 - 02.2022
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Responded to customer calls and emails to answer questions about products and services.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Customer Service Representative
Safaricom Public Limited
09.2016 - 12.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
Master of Arts - Communication Studies
United States International University
Nairobi Kenya 04.2001 -
Certificate - AI Essentials in The Workplace
Africa Leadership University
Nairobi, Nairobi Province, Kenya 04.2001 -
Bachelor of Arts - Development Studies
Kenyatta University
Nairobi, Nairobi Province, Kenya 04.2001 -
Skills
Problem-Solving
Customer Relations
Team Building and Leadership
Complaint resolution
Time Management
Call Center Operations
Training and mentoring
MS Office
Customer Relationship Management (CRM)
Team Development
Adaptability and Flexibility
Multitasking
Accomplishments
- Supervised team of 25 staff members.
- Resolved product issue through consumer testing.
Certification
CAP - Certified Administrative Professional
Timeline
Customer Service Supervisor
CCI Kenya
07.2022 - 05.2024
Call Center Representative
ONQ Kenya
01.2019 - 02.2022
Customer Service Representative
Safaricom Public Limited
09.2016 - 12.2018
Master of Arts - Communication Studies
United States International University
04.2001 -
Certificate - AI Essentials in The Workplace
Africa Leadership University
04.2001 -
Bachelor of Arts - Development Studies
Kenyatta University
04.2001 -