Sylvia Ndonye
Customer Care Representative
Kiambu, Kiambu District,13
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Flavorite Delights
01.2021 - 03.2024
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer service orders promptly to increase customer satisfaction.
- Responded to customer requests for products, services, and company information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Human Resources Intern
Government
04.2020 - 12.2020
- Managed confidential employee files, maintaining accurate records for performance evaluations, salary adjustments, and promotions.
- Collaborated with managers to identify and address employee relations issues.
- Assisted with payroll processing tasks ensuring timely payments for all employees without discrepancies.
- Posted job openings, screened resumes and scheduled interviews to fill positions with qualified candidates.
- Worked with HR team to coordinate company events.
- Coordinated implementation of people-related services, policies and programs through departmental staff.
- Assisted in developing company-wide training programs to increase productivity and enhance workplace culture.
- Drafted technical documents and internal memoranda.
- Updated and maintained employee records to respond quickly to requests for information.
- Supported HR team in achieving hiring goals by screening resumes, conducting phone interviews, and tracking candidate progress.
Education
Bachelor of Arts - Human Resources Management
Jomo Kenyatta University of Agriculture&Technology
Juja, Kiambu District, Kenya 04.2001 -
Skills
Dispute Resolution
undefinedTimeline
Customer Service Representative
Flavorite Delights
01.2021 - 03.2024
Human Resources Intern
Government
04.2020 - 12.2020
Bachelor of Arts - Human Resources Management
Jomo Kenyatta University of Agriculture&Technology
04.2001 -
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