Angaza CRM, Atlas CRM, Ameyo CRM
VIRGINIA MUKAI
Customer Service Manager
Nairobi
Summary
Customer-centric professional with 5 years’ experience in home solar products financing, fintech loans and hospitality. My prior roles have involved guest relations, enhancing customer support and experiences, payment recovery, offering product knowledge, and coordinating field teams. I’m seeking leadership roles within customer experience management to support adoption of customer first strategies and transform customer interactions at key touch points.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
Work History
Customer Service Manager
Golf View Serviced Apartments
Nairobi
01.2023 - Current
- Assisting guests through bookings and check-ins
- Familiarizing guests with property policies and standard stay procedures
- Serving as a point of contact for guests and coordinating guest requests with responsible departments
- Supporting the setup of internal communication channels
- Managing guest account statements and processing guest payments
- Accelerating customer acquisition strategies and leveraging social media platforms to grow brand awareness and drive conversions
- Provided customer support to the Health Club, managing bookings and enquiries, handling payments, and customer care services
- Compiling and presenting daily, weekly & monthly sales reports for food and beverage, including bar, and accommodation.
Customer Service, Agent Relations and Collections
Deevabits Green Energy (DGE)
Nairobi
07.2020 - 08.2022
- Pioneered the customer service department
- Promoted to lead the collections department
- Led adoption of customer management software
- Successfully adopted Ameyo and Angaza Hub for client data management and trained 6 users
- Accelerated up-selling a portfolio of 9 products, offering product knowledge to customers, and creating awareness on available financing arrangements
- Promoted to lead collections
- Presented key insights to management on customer feedback and field agent activity
- Managed a network of 500 field agents in 8 counties
- Minimized customer response time to 2 days by quickly escalating issues to field managers
- Improved feedback ratings and number of complaints by implementing complaint management initiatives.
Customer Service, Call Agent
D-Light Solar
Nairobi
03.2019 - 10.2019
- Called a list of 1,500 D light customers monthly to enquire on products with defects and any other issues
- Met debt collection targets achieving an 85% recovery rate
- Updating 100 clients daily on due amounts and restructuring repayment plans
- Updating an assigned network of 50 field sales agents on client feedback and expediting field resolutions
- Presented to management insights on customer feedback and complaints to improve product quality.
Executive Assistant & Front Office Administrator
Franklin Management Consultants
Nairobi
07.2017 - 11.2017
- Assistant to the Managing Principal and responsible for office management
- Developed filing systems to maintain client records, and company documents
- Managed emails and calls for executive management
- Responsible for managing schedules, meetings and calendars on behalf of executive management.
Education
Business Information Technology - undefined
Graffins College
01.2016 - 04.2017
CompTIA & CCNA - undefined
Techno Brain Kenya
01.2018 - 04.2019
Microsoft Office Suite - undefined
Redeemed Computer College
01.2015 - undefined
Skills
Relationship Buildingundefined
Websites
Software Packages
- Angaza CRM
- Ameyo CRM
- Atlas CRM
- Microsoft Office Suite
- Google Applications
- Outlook
References
- MORRIS CHEGE, Supervisor, D-Light Solar Kenya
- MERCY MWIRIGI, Operations Manager, Deevabits Green Energy
- JEMMY OSULA, Unit Manager, Golf View Serviced Apartments
Software
Timeline
Customer Service Manager
Golf View Serviced Apartments
01.2023 - Current
Customer Service, Agent Relations and Collections
Deevabits Green Energy (DGE)
07.2020 - 08.2022
Customer Service, Call Agent
D-Light Solar
03.2019 - 10.2019
CompTIA & CCNA - undefined
Techno Brain Kenya
01.2018 - 04.2019
Executive Assistant & Front Office Administrator
Franklin Management Consultants
07.2017 - 11.2017
Business Information Technology - undefined
Graffins College
01.2016 - 04.2017
Microsoft Office Suite - undefined
Redeemed Computer College
01.2015 - undefined
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