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Stephen Kibandi
Customer Service Expert
Nairobi
Summary
Customer support representative with with over two years experience at Majorel Kenya focused on providing excellent customer service in contact center operations. Assigned to answer a range of customer inquiries through chat, email, and phone calls. Proactive and detail-oriented and have extensive experience with web-based apps, Microsoft Word, and Excel. Blends analytical and critical thinking with multitasking to resolve problems and please clients. Service-oriented Customer Support Representative with [Number]+ years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media 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
7
7
years of professional experience
1
1
Language
Work History
Customer Support Expert
Teleperformance
Nairobi
09.2021 - Current
- Worked with Majorel Kenya for two years and two months, servicing customers primarily from Ghana, South Africa, Malta, Nigeria, and Kenya.
- Assist customers make use of all thecompany's platforms and services by answering over 70 calls, emails, and chats each day regarding order concerns and delayed deliveries.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Identifying and implementing workarounds to address problems quickly, prioritizing emergency needs, and making recommendations for solutions to difficult circumstances based on study and critical thinking.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Improved customer retention by offering personalized solutions and follow-ups for ongoing issues.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
Sales Representative
Lopijo Contractors
Ruiru
03.2019 - 07.2021
- Retained excellent client satisfaction ratings through outstanding service delivery
- Negotiated contracts with clients and developed relationships with key personnel.
- Collaborated with cross-functional teams to identify and address customer needs.
- Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals.
- Managed efficient cash register operations.
- Engaged in friendly conversation with customer to better uncover individual needs.
Education
Kenya -
01.2011 - 05.2014
GRADE ATTAINED: C
01.2002 - 05.2010
KCPE (224 Marks)
Diploma - Information CommunicationTechnology
04.2015 - 05.2019
GRADE ATTAINED: Credit
Skills
Desktop support
Customer service expert
Excellent Communication
MS Office
Self-Motivated
Flexible and Adaptable
Interests
General psychology
Research on new technologies
Community outreach
References
Mr. Emmanuel Owino
Operation Manager Teleperformance, Nairobi
Phone:+254748076548
Mr. Anderson Mutunga
Team Manager Teleperformance, Nairobi
Phone:+254795178176
Joseph Kamau
Former employer at Lopijo Contractors
Phone:+254720273430
Timeline
Customer Support Expert - Teleperformance
09.2021 - Current
Sales Representative - Lopijo Contractors
03.2019 - 07.2021
NIBS Technical College - Diploma, Information CommunicationTechnology
04.2015 - 05.2019
Kenya Certificate Of Secondary School - Kenya,
01.2011 - 05.2014
Kenya Certificate Of Primary School - ,
01.2002 - 05.2010