Susan A. Omutanyi
Customer Service Representative
Summary
Dynamic individual with hands-on experience in Customer service and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
9
9
years of professional experience
1
1
year of post-secondary education
Work History
Back Office
Shanti Wellness Company
03.2024 - 01.2025
- Increased revenue sales in the Company by educating and sending clients brochures with ingredients, prescriptions, and detailed explanations about the product which increase leads for clients who want to place orders
- Led a group of 20 sales executives by guiding them in finding the best way to individuals while bringing business value
- Assisted with daily data entry by registering new phone connections, and creating sales accounts for clients with their information using MS Word and Excel
- Assisted the storekeeper with maintaining the stock and record-keeping
- Reporting financial information as well as following up with applicants for payment method and confirming payment status
- Trained and helped with coordination of riders resulting in efficient and timely delivery of product
Customer Experience/Sales Executive
Shanti Wellness Company
03.2023 - 02.2024
- Awarded top Operator July 2023 for having the highest conversion and buy-out rate
- Increased the average buy-out rate by more than 50%
- Increased revenue sales in the Company
- Sold and educated customers on company products
- Trained new operators on good customer support
Customer Experience Executive
Wananchi Group (K) Ltd
05.2019 - 02.2022
- Worked on special projects and handled VIP clients
- Improved the rate of clients on churn by 30%
- Build and maintained a good client-company relationship
- Carried out reviews to ensure customer satisfaction
- Oversaw multiple accounts for different clients.
- Sold and educated customers on company products
- Resolved clients’ queries and escalated areas of concern raised by clients using the correct channels
- Directed a team of representatives on offering customer support and conducted trainings.
Customer Service
Techno Brain (Kenya) Ltd
07.2016 - 01.2019
- Awarded among best performers in retention team
- Managed and resolved customer queries and complaints
- Troubleshoot, resolved internet problems and handle billing queries.
- Managed customer details database, updated and captured customer details on CRM as well as made amendments as per customer request
- Provided feedback on the efficiency of the customer service process
- Ensured customer satisfaction and provide professional customer support
Education
Diploma - Computer Studies
Multimedia University of Kenya
Nairobi 04.2015 - 01.2016
Skills
- Communication Skills
- Relationship Management
- Customer Relations
- Decision-Making and Problem-Solving Skills
- Team Working Skills
- Time Management
- Problem Solving
- Data Entry
- Customer relationship Management (CRM)
- Back Office Support
Timeline
Back Office
Shanti Wellness Company
03.2024 - 01.2025
Customer Experience/Sales Executive
Shanti Wellness Company
03.2023 - 02.2024
Customer Experience Executive
Wananchi Group (K) Ltd
05.2019 - 02.2022
Customer Service
Techno Brain (Kenya) Ltd
07.2016 - 01.2019
Diploma - Computer Studies
Multimedia University of Kenya
04.2015 - 01.2016
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