Sandra Macharia
Customer Support Specilaist
Nairobi
Summary
Service-oriented Customer Support Representative with 2 years of experience in talking to customers via e-mail and online chat to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
2
2
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Customer Support Representative
Infux Inc
01.2021 - Current
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions. e.g. issues on billing, service or product quality.
- Connected with customers to address questions and resolve issues through phone and email.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution. e.g. managed to maintain a customer satisfaction score of 4.3/5 and above.
- Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Trained and offered support to new agents as they transitioned into their roles.
- Documented customer interactions through Microsoft Excel and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
Intern
Twiga Chemical Industries Ltd
- Laboratory analysis of incoming raw materials and finished products using various laboratory equipment
- Report writing on every analysis performed
- Daily update of laboratory logbooks
- Ensure the correct batch numbers are printed on the products
- Prepare certificates of analysis once analysis is complete
- Maintain the cleanliness and tidiness of the laboratory
- Print, photocopy and file documents
- Supported departmental staff by answering calls & responding to emails.
Intern
Trufoods Limited
09.2017 - 12.2017
- Learned and monitored quality control checks in each production line.
- Received and confirmed packaging materials that met necessary parameters provided.
- Laboratory analysis of daily production before it is packaged to ensure highest quality is obtained
- Microbial analysis of products and monitor the results daily to ascertain there is no contamination
- Supervised employees manning product lines to ensure production procedures are followed
- Supervised rework process & ensure all products go through production
- Daily update of laboratory logbooks.
Intern
East African Breweries Limited
04.2016 - 06.2016
- Collected brew samples in between production and performed analysis to ensure brews are within specifications
- Daily sampling of water from main water tanks used in brewing process and analyzed samples to ensure no contamination
- Received raw material samples and ensured it meets required specifications for production processes
- Monitored the system control room to ensure machines are working efficiently and alert operators in case of any deviation
- Weekly data entry on turnover time and production yield of each brew.
Education
Bachelor of Science - Biochemistry
Kenyatta University, Certificate of Secondary
Nairobi 09.2013 -
Certificate - Community Health
Kenya Institute of Social Work AndCommunity Development
Nairobi 01.2018 -
High School Diploma -
Bristar Girls Secondary School
Juja 01.2009 - 12.2012
Skills
Excellent Communication & Interpersonal skills
Passions
Helping the vulnerable/Serving people.
Mentoring young people.
Reading.
Timeline
Customer Support Representative
Infux Inc
01.2021 - Current
Certificate - Community Health
Kenya Institute of Social Work AndCommunity Development
01.2018 -
Intern
Trufoods Limited
09.2017 - 12.2017
Intern
East African Breweries Limited
04.2016 - 06.2016
Bachelor of Science - Biochemistry
Kenyatta University, Certificate of Secondary
09.2013 -
High School Diploma -
Bristar Girls Secondary School
01.2009 - 12.2012
Intern
Twiga Chemical Industries Ltd
Similar Profiles
Grace NgigiGrace Ngigi
Process Engineer at Tetra PakProcess Engineer at Tetra Pak
LUCY NYAMBURA MAINALUCY NYAMBURA MAINA
Sales Person at KIDVENTEROUS HOTELSales Person at KIDVENTEROUS HOTEL
Elizabeth Adhiambo OlagoElizabeth Adhiambo Olago
Supervisor at Kizuri Laundry ServicesSupervisor at Kizuri Laundry Services