Steffi Macharia
Customer Support Specialist
Nairobi,Nairobi
Summary
Experienced Customer Support Agent with over 3 years of success in delivering exceptional service in remote environments. Skilled in managing high volumes of customer inquiries, resolving complex issues, and maintaining high customer satisfaction rates. Proficient in utilizing various CRM tools and adept at building strong customer relationships. Seeking to leverage my expertise to contribute to a dynamic remote team.
Overview
8
8
years of professional experience
Work History
Remote Customer Support
Star Times Kenya
Nairobi
01.2019 - 01.2024
- Formulated and executed growth strategies to achieve financial objectives and enhance customer satisfaction
- Conducted comprehensive market research to identify emerging opportunities and customer needs
- Arranged and facilitated business meetings with potential clients to showcase company offerings
- Promoted products and services, addressing client objectives and anticipating future needs
- Prepared and reviewed sales contracts, ensuring adherence to legal regulations and guidelines
- Managed sales records, revenue tracking, and invoicing to monitor and analyze performance
- Provided ongoing support and feedback to clients, ensuring their satisfaction and loyalty
- Developed and mentored junior staff members to foster a high-performing sales team.
- Managed high-volume inbound calls, providing exceptional service to customers in need of assistance.
- Implemented tracking system to monitor customer inquiries, enabling faster issue resolution and improved service levels.
- Resolved discrepancies found on customer orders and facilitated communication between departments for resolution.
- Created personalized solutions for customers experiencing unique challenges or hardships, demonstrating empathy and genuine concern.
- Conducted regular reviews of team performance metrics, implementing changes as needed to drive results.
- Adhered to company policies, procedures and system documentation requirements.
- Championed best practices within the support team, fostering a culture of continuous learning and growth.
Remote Tele Sales Agent
M-kopa
Nairobi
01.2017 - 12.2018
- Conducted outbound calls to prospective customers to promote products or services and secure sales opportunities.
- Increased average call duration by refining scripts for better engagement with potential customers.
- Boosted sales revenue by implementing effective telesales strategies and techniques.
- Utilized CRM software effectively for efficient lead tracking, data analysis, and reporting on sales performance metrics.
- Exceeded monthly sales targets consistently through persuasive selling and excellent communication skills.
- Collaborated with team members to increase overall sales performance, sharing best practices and offering support where needed.
- Negotiated deals with clients for increased profitability while maintaining long-lasting professional relationships.
- Developed strong relationships with clients for increased customer retention and repeat business.
- Achieved high call volume daily without sacrificing quality or attention to detail during each interaction.
Remote Customer Service Administrator
Realiste Company
Nairobi
12.2015 - 12.2017
- Provided prompt and accurate information about products and services to customers
- Ensured high levels of customer satisfaction through effective problem-solving and resolution
- Assist customers with placing orders, processing returns or exchanges, and managing order fulfillment processes
- Handle escalated customer issues or complaints that cannot be resolved by front-line support staff, ensuring timely and satisfactory resolutions
- Keep detailed records of customer interactions, transactions, and complaints to track trends and improve service quality.
Education
DIPLOMA IN TECHNOLOGY OF HOTEL AND RESTAURANT MANAGEMENT - undefined
TECHICAL UNIVERSITY OF KENYA
01.2012 - 12 2014
Digital Marketing Course - undefined
Cursa
01.2024 -
Skills
Customer Handling
Sales
Client Relation Manager
Administrative support
Telephone etiquette
Client Relationships
Scheduling and calendar management
Customer Response
Call center operations
Customer management procedures knowledge
CRM
Remote Work Proficiency
Customer Service Excellence:
References
Available upon request.
Timeline
Digital Marketing Course - undefined
Cursa
01.2024 -
Remote Customer Support
Star Times Kenya
01.2019 - 01.2024
Remote Tele Sales Agent
M-kopa
01.2017 - 12.2018
Remote Customer Service Administrator
Realiste Company
12.2015 - 12.2017
DIPLOMA IN TECHNOLOGY OF HOTEL AND RESTAURANT MANAGEMENT - undefined
TECHICAL UNIVERSITY OF KENYA
01.2012 - 12 2014