Silvia Muthoni
Customer Service Representative
Nakuru,Rift Valley
Summary
I'm an attentive customer service representative with high energy, great customer service skills and clerical prowess. I enhance guest relations and office reputation through professionalism and prompt customer assistance. I possess verbal and written communication skills, I'm a problem solver, thus I'm able to analyze customer's issues, identify appropriate solutions and provide accurate and timely resolutions.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
New Media Services
Baguio
06.2023 - 02.2024
- Responded to customer inquiries via phone, email, and chat.
- Resolved customer complaints in a timely manner.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Mentored new employees on procedures and policies to maximize team performance.
- Improved customer service wait times to mitigate complaints.
- Maintained up-to-date knowledge of product features and services offered by the company.
- Followed up with customers to ensure their satisfaction with resolution provided.
- Performed data entry tasks as required.
Outbound Call Center Agent
Apollo Agriculture
Nairobi
11.2023 - 12.2023
- Answered incoming calls from customers regarding inquiries or complaints.
- Demonstrated ability to multi-task while speaking with customers on the phone.
- Identified customer needs, clarified information, researched every issue and provided solutions.
- Followed up with customers to ensure resolution of their issues or concerns.
- Upsold products when appropriate to meet customer needs.
- Adhered to company policies and procedures for handling outbound calls.
- Performed data entry into computer system to document all call activity accurately.
- Suggested process improvements based on observed trends from customer interactions.
Customer Service Receptionist
Rift Valley Sports Club
Nakuru
10.2019 - 05.2023
- Greeted customers upon arrival.
- Answered incoming calls, responded to customer inquiries, and directed callers to the appropriate personnel.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Processed customer orders accurately and efficiently.
- Coordinated with other departments to ensure that all customer requests were fulfilled promptly.
- Verified accuracy of invoices before submitting for payment processing.
- Handled customer complaints professionally.
- Monitored inventory levels to ensure adequate stock of supplies for customers' needs.
- Conducted follow-up surveys with customers after their purchases to assess satisfaction levels.
- Researched potential solutions for difficult or complex customer inquiries.
- Updated knowledge base regularly with new content related to products and services.
- Developed strategies to improve quality of service delivered to customers.
Receptionist
Eastmark hotel
Nakuru
05.2018 - 05.2019
- Greeted visitors and provided them with assistance.
- Answered and directed incoming calls using multi-line telephone system.
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Maintained a neat reception area by organizing materials and tidying up furniture.
- Performed data entry tasks into various computer systems accurately and promptly.
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
- Provided excellent customer service at all times while interacting with both internal and external customers.
- Scheduled and confirmed appointments.
Travel Consultant
Inside Africa Safaris
Nairobi
05.2017 - 01.2018
EastmarkPhilippines
- Provided customers with detailed information about travel destinations and packages.
- Developed customized travel plans to meet customer needs and preferences.
- Created itineraries for customers, including flight bookings, car rentals and hotel reservations.
- Resolved any issues related to travel plans and services.
- Responded promptly to customer inquiries via phone, email or in-person contact.
- Liaised with airlines, hotels and other vendors to ensure best rates for customers' trips.
- Maintained an up-to-date knowledge of industry trends,
Education
Some College (No Degree) - Tourism
Dima College
Nairobi12-2017
Skills
- Effective communication
- Attention to detail
- Critical Thinking
- Problem solving
- Multitasking
- Inbound and Outbound Calling
- Technical skills
- Active Listening
- Travel Coordination
- Office Management
- Scheduling
- Administrative Support
- Organization Skills
- Data Entry
- Typing Proficiency
- Courteous Demeanor
References
References available upon request.
Timeline
Outbound Call Center Agent
Apollo Agriculture
11.2023 - 12.2023
Customer Service Representative
New Media Services
06.2023 - 02.2024
Customer Service Receptionist
Rift Valley Sports Club
10.2019 - 05.2023
Receptionist
Eastmark hotel
05.2018 - 05.2019
Travel Consultant
Inside Africa Safaris
05.2017 - 01.2018
Some College (No Degree) - Tourism
Dima College
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