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SHARINE NDUNGE MBITHI
CUSTOMER SUPPORT
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. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
4
4
years of professional experience
3
3
Languages
Work History
Customer Service Representative
Peak Credit
01.2024 - Current
- Investigating and resolving customer inquiries and complaints quickly.
- Educating customers about billing, payment processing and support policies and procedures.
- Following up with customers about resolved issues to maintain high standards of customer service.
- Responding to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintaining up-to-date knowledge of product and service changes.
Customer Service Representative
Code Associates
03.2022 - 12.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Updated account information to maintain customer records.
Customer Service Executive
S3 Education
06.2021 - 02.2022
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues related to relocating abroad for further studies.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues relating to paperwork required for studying abroad.
- Described service details to potential students to provide information on benefits and advantages of learning abroad.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided on all available places of study abroad.
Customer Service Representative
Carnation Hotel
01.2021 - 06.2021
- 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.
Customer Support Officer
Haandi Hotel
01.2020 - 03.2020
- Managed high call volumes while maintaining composure and professionalism under pressure.
- Collaborated effectively with other departments to handle escalated customer issues, resulting in swift resolutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
Education
Diploma in Hospitality Management
NIBS Technical College
Nairobi12.2020
Kenya Certificate of Secondary Education
Mau Girls High School
11.2015
Skills
- Customer Service
- Active Listening
- Product Knowledge
- Call Management
- Complaint resolution
- Problem-solving abilities
- Call center experience
Interests
Travelling
Referees
Chris Okinyi
CEO, Code Associates
+254 722 301 981
cameposs@yahoo.com
Caroline Wanjiku
Accountant
S3 Education
+254 710 904 997
Mary Makina
Supervisor
Carnation Hotel
+254 705 777 031
Timeline
Customer Service Representative
Peak Credit
01.2024 - Current
Customer Service Representative
Code Associates
03.2022 - 12.2023
Customer Service Executive
S3 Education
06.2021 - 02.2022
Customer Service Representative
Carnation Hotel
01.2021 - 06.2021
Customer Support Officer
Haandi Hotel
01.2020 - 03.2020
Diploma in Hospitality Management
NIBS Technical College
Kenya Certificate of Secondary Education
Mau Girls High School
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