Susan Wamaitha
Customer Service Agent
Nairobi,374
Summary
Proficient Customer Support Agent with superior work ethic and expertise in working from scripted responses to resolve customer problems. Driven and responsible with adaptable, solution-oriented nature. Excellent conflict mediator and efficient multitasker.
I am dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
12
12
years of professional experience
16
16
years of post-secondary education
2
2
Languages
Work History
Customer Service Agent
Influx,The Commons Collingwood
Australia, Australia
02.2019 - 02.2022
- Provided primary customer support to internal and external customers.
- Addressed customer account discrepancies and concerns.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Facilitated communications through management of inbound and outbound customer calls.
Customer Experience Agent
Businessclaud
Nairobi, Kenya
04.2017 - 11.2018
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Managed timely and effective replacement of damaged or missing products.
Client Service Associate
Ngewaxy Ventures
Mombasa, Kenya
06.2015 - 01.2017
- Communicated with clients regarding account services, statements, and balances.
- Managed master calendar by scheduling and confirming appointments.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained accurate record-keeping with proactive attention to client information updates.
Healthcare Consultant
Eastern Deanery Aids Relief Programme (EDARP)
Nairobi, Kenya
08.2011 - 08.2015
- Created customized care plans, working with hospital staff and families to assess and meet individual needs.
- Scheduled surgeries, managed pre-certifications and verified insurance coverage.
- Communicated with patients, ensuring that medical information was kept private.
- Discussed medical histories with patients in effort to provide most effective medical advice.
- Collaborated with store manager to maintain daily operations.
Sales Manager
Benjamixy Limited
Mombasa , Kenya
06.2009 - 12.2010
- Closed lucrative sales deals using strong negotiation and persuasion skills.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
Education
Bachelor of Science - Counselling
Kenya Institute of Professional Counselors
Nairobi,Kenya 01.2010 - 11.2010
Diploma in Community Health - Voluntary Couselling And Testing
Kenya School of Medical Science And Technology
Nairobi,Kenya 11.2007 - 11.2009
Certificate in Computer Package - Computer Packages
Amboseli Institute of Hospitality And Technology
Thika, Kenya. 01.2007 - 10.2007
High School Diploma -
ICACIRI GIRLS HIGH SCHOOL
Nairobi,Kenya. 01.2003 - 11.2006
Primary School Diploma -
Handege Primary School
Kiambu,Kenya 01.1994 - 11.2002
Skills
Outstanding communication skills
Customer Relations
Documentation and reporting
Time Management
Exemplary work ethic
References
1. MRS BEATRICE MAINA
PSYCHOLOGIST SUPERVISOR
EDARP
+254721138909
2. MISS MARGARET NYAGIA
COLLEAGUE
BUSINESSCLAUD
+254770466003
Timeline
Customer Service Agent
Influx,The Commons Collingwood
02.2019 - 02.2022
Customer Experience Agent
Businessclaud
04.2017 - 11.2018
Client Service Associate
Ngewaxy Ventures
06.2015 - 01.2017
Healthcare Consultant
Eastern Deanery Aids Relief Programme (EDARP)
08.2011 - 08.2015
Bachelor of Science - Counselling
Kenya Institute of Professional Counselors
01.2010 - 11.2010
Sales Manager
Benjamixy Limited
06.2009 - 12.2010
Diploma in Community Health - Voluntary Couselling And Testing
Kenya School of Medical Science And Technology
11.2007 - 11.2009
Certificate in Computer Package - Computer Packages
Amboseli Institute of Hospitality And Technology
01.2007 - 10.2007
High School Diploma -
ICACIRI GIRLS HIGH SCHOOL
01.2003 - 11.2006
Primary School Diploma -
Handege Primary School
01.1994 - 11.2002