Enthusiastic customer care executive committed to consistent growth while providing consumers superb care and resolution. Excellent verbal and written communication skills through multiple interfacing activities with varying clientele. Consistently exceed expectations by exploring customer requests and various ways to add value to customer care experience.
Hi, I’m
Tabitha Munyasya
Senior Customer Care Associate
Nairobi
Summary
Overview
6
years of professional experience
2
Languages
Work History
SureCred Capital Limited Nairobi ,kenya
Head of Customer Care
07.2021 - Current
Job overview
- Reduced response times by optimizing workforce scheduling and utilizing advanced call routing techniques.
- Streamlined internal processes within the department, reducing redundancies and increasing overall efficiency levels.
- Liaised with product development teams to ensure seamless integration of new products into existing support structures.
- Fostered a culture of continuous learning among staff members by sharing industry best practices, encouraging knowledge sharing sessions within the team.
- Increased customer retention rates by proactively addressing concerns and providing tailored support plans for high-value clients.
- Led the transformation of customer care operations by embracing digital channels, leveraging data analytics, and prioritizing employee engagement initiatives.
- Set departmental objectives aligned with company goals; monitored progress closely against targets throughout reporting periods.
- Collaborated with cross-functional teams to identify areas of improvement in the customer journey and implemented targeted solutions.
- Analyzed customer feedback surveys to identify trends and implement data-driven improvements across the organization.
- Conducted regular team meetings to review performance indicators, address challenges, and celebrate successes.
- Established performance metrics for the customer care team, driving accountability and consistent service delivery.
- Championed a proactive approach towards problem-solving; empowered staff members to take ownership of issues while minimizing escalations whenever possible.
- Built a high-performing customer care team through targeted recruitment efforts, rigorous interview processes, and ongoing professional development initiatives.
- Implemented quality assurance processes to monitor agent interactions and provide targeted coaching opportunities.
- Coordinated timely responses to online customer communication and researched complex issues.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Provided customers with updates and periodic statements on service developments and changes in trends.
- Offered free products or services to pacify irate or unsatisfied customers.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Communicated with customers to identify needs and expectations.
- Explained online self-help options to customers to promote additional and after-hours support choices.
Property And Business Outlook Nairobi, Kenya
Front Office/customer Service Desk
05.2020 - 06.2021
Job overview
- Recognized as a reliable resource among peers due to extensive product knowledge gained through continuous learning efforts.
- Collaborated with team members to ensure seamless customer support across multiple channels.
- Leveraged strong problem-solving abilities to address unique customer situations effectively while adhering to company guidelines.
- Exceeded performance metrics consistently, setting an example for fellow team members as a top-performing associate.
- Participated in ongoing professional development opportunities aimed at boosting service desk operations knowledge and skills.
- Enhanced customer satisfaction by promptly addressing and resolving service inquiries.
- Developed rapport with customers through genuine care for their needs, fostering loyalty within the client base.
- Handled complex customer issues with diplomacy, working towards mutually beneficial resolutions while upholding company standards.
- Managed high call volumes with exceptional professionalism, maintaining a positive attitude during peak hours.
- Improved overall service desk performance by regularly reviewing calls and providing constructive feedback to colleagues.
- Identified trends in customer concerns, collaborating with management to implement proactive solutions.
- Reduced wait times by efficiently directing calls to appropriate departments for faster resolution.
- Spearheaded initiatives to improve service desk processes, resulting in streamlined workflows and increased productivity.
- Promoted efficiency among departments with prompt resolution of system issues.
- Responded promptly to incoming sales leads and requests for technical support.
- Sought ways to improve processes and services provided.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Property And Business Outlook Nairobi Kenya
Junior Accounts Assistant
01.2018 - 04.2020
Job overview
- Collaborated with senior accounts personnel to improve internal controls and maintain updated documentation.
- Enhanced financial reporting accuracy by efficiently reconciling accounts and preparing journal entries.
- Aided in the development of more accurate forecasting models by providing detailed historical financial data analyses.
- Enabled faster decision-making by generating ad-hoc reports with clear insights into key performance indicators when requested.
- Safeguarded company assets by adhering to established accounting principles, policies, and regulations consistently throughout daily tasks.
- Managed expense tracking efficiently, ensuring timely reimbursements for employees while maintaining budgetary guidelines.
- Facilitated efficient data entry and record-keeping, ensuring accurate financial information for company use.
- Developed strong working relationships across departments, collaborating effectively on cross-functional initiatives that impacted financial performance.
- Assisted in the preparation of monthly financial statements, contributing to better decisionmaking.
- Provided excellent customer service by responding promptly to inquiries from both internal teams and external clients regarding billing issues or account status updates.
- Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements.
- Assisted in budget preparation and forecasting to control expenditure and maximize profitability.
- Completed financial reports, providing insight into performance, operations, and cash flow.
- Completed payroll functions to facilitate accurate and prompt staff payments.
Education
Kisii University Kisii, Kenya
Bachelor Of Science from Agribusiness Management
12.2017
University Overview
Mbooni Girls High School Makueni, Kenya
Kenya Certificate Of Secondary Education
12.2012
University Overview
- Member of kiswahili club
- Member of Mathematics club
Skills
Introduced new technologies to enhance customer experience, including chatbots, self-service portals, and mobile applications
Timeline
Head of Customer Care
SureCred Capital Limited
07.2021 - Current
Front Office/customer Service Desk
Property And Business Outlook
05.2020 - 06.2021
Junior Accounts Assistant
Property And Business Outlook
01.2018 - 04.2020
Kisii University
Bachelor Of Science from Agribusiness Management
Mbooni Girls High School
Kenya Certificate Of Secondary Education
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