SHARON OYOMBE
Nairobi,30
Summary
Self-motivated professional with outstanding oral and written communication skills desire to take on new challenges, Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Highly knowledgeable in computer software development. Experience performing quality assurance testing and consultative services for customers.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Head Of Quality Assurance/Outsource Specialist
SureCred Capital
08.2020 - Current
- Providing daily and weekly reports and giving recommendations on areas of improvement
- Call monitoring to ensure that agents are interacting with clients in accordance with company's set guidelines
- Agent engagement through coaching, training and mentorship programs
- Timely follow up with line-managers on gaps that have been flagged
- Conducting interviews analyzing best candidate for agent position.
- Supervise my team to ensure they provide expected number of screenshots,
- Recommend warnings on agents flagged more than thrice on weekly basis.
- Conducting one-on-one coaching and role plays
- Conducting trainings as set out in training schedule
- Monitoring agents' communication skills, negotiation skills and problem-solving skills to ensure client retention
- Conducting of call audits to determine areas of improvement
- Planning of QA weekly work schedule together with your supervisor
- Following up on outsourced files and generates reports and give recommendation.
Cashier, Customer Care Representative
Tumaini Supermarket
05.2019 - 03.2020
- Answered phone calls to assist customers with questions and orders
- Recommended potential products or services after analyzing customer needs
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit
- Counted money in cash drawer at beginning of shift to ensure that amounts were correct and have sufficient change
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions
- Assisted customers by providing information and resolving complaints
- Balanced daily transactions on computerized point-of-sale system.
Sales Representative
Brymal Foods
07.2018 - 12.2018
- Developed and maintained relationships with existing clients to ensure customer satisfaction
- Generated new sales leads through cold calling and networking activities
- Conducted market research to identify potential customers and their needs
- Analyzed customer feedback to improve products and services
- Maintained accurate records of all sales and prospecting activities
- Researched competitors' products, prices, and sales techniques
- Created detailed reports on daily, weekly, and monthly sales activity
- Identified opportunities for cross-selling additional products and services
- Adhered to established policies and procedures when handling customer accounts
- Reviewed monthly performance against targets set by management team
- Answered inquiries from prospective customers regarding features of products and services offered.
Teller Agent Representative
Cooperative Bank
01.2018 - 06.2018
- Processed account transfers and other requests in timely manner
- Verified customer identification by checking driver's license or other forms of ID
- Balanced currency, coin, and checks in cash drawer at end of shift
- Provided assistance to customers with transactions, such as deposits, withdrawals, check cashing, loan payments, and balance inquiries
- Assisted with opening new accounts for customers
- Maintained accurate records of all transactions performed throughout on daily basis.
- Ensured compliance with applicable laws and regulations related to banking operations
- Informed customers about special promotions running .
Education
Diploma in Cabin Crew - Aviation Management And Operations
NAIROBI AVIATION COLLEGE
Nairobi,Kenya09.2018
CERTIFICATE IN PASRTY AND BAKING - Baking And Pastry Arts
NAIROBI INDUSTRIL INSTITUTE
Nairobi,Kenya05.2017
COMPUTER APPLICATION PACKAGES - Computer Packages
PETANNS DRIVING AND COMPUTER COLLEGE
Nairobi,Kenya03.2016
Skills
Communication skills and analytical skills
Call Monitoring/Call Auditing
Quality Assurance Controls
Mentoring and Training
Report Analysis
Process Implementation
Customer Relationship Building
Debt and Credit Management
Exceptional Customer Service
Issue Resolution
QA/QC Reporting
Improvement Recommendations
Certification
- Awarded a Certificate in Safety and First Aid
- Attended a mentor-ship class on financial matters and leadership program
Accomplishments
- Contributed to good customer service
- Awarded best employee of the year as A quality Assurance
- Re-organized something to make it work better
- Identified a problem and solved it
- Come up with a new idea that improved things
- Developed or implemented new procedures or systems
- Worked on special projects
Languages
Swahili
Native language
English
Proficient
C2
French
Beginner
A1
References
- To be provided upon request
Timeline
Head Of Quality Assurance/Outsource Specialist
SureCred Capital
08.2020 - Current
Cashier, Customer Care Representative
Tumaini Supermarket
05.2019 - 03.2020
Sales Representative
Brymal Foods
07.2018 - 12.2018
Teller Agent Representative
Cooperative Bank
01.2018 - 06.2018
Diploma in Cabin Crew - Aviation Management And Operations
NAIROBI AVIATION COLLEGE
CERTIFICATE IN PASRTY AND BAKING - Baking And Pastry Arts
NAIROBI INDUSTRIL INSTITUTE
COMPUTER APPLICATION PACKAGES - Computer Packages
PETANNS DRIVING AND COMPUTER COLLEGE
Similar Profiles
Tabitha MunyasyaTabitha Munyasya
Head of Customer Care at SureCred Capital LimitedHead of Customer Care at SureCred Capital Limited
Cassia McTamaneyCassia McTamaney
Intern at Ripple Capital, New York, NY Ripple Capital, InvesIntern at Ripple Capital, New York, NY Ripple Capital, Inves
Shane CosiverShane Cosiver
Client Services Representative at Marex Capital Markets (formerly ED&F Man Capital Markets)Client Services Representative at Marex Capital Markets (formerly ED&F Man Capital Markets)