Vyona Wachira
Baricho
Summary
Customer service representative bringing top-notch skills in verbal and written communication proved by handling high-volume inquiries via phone, emails and live chat while maintaining a positive and professional demeanor.
Developed key skills in fast-paced customer-focused environment, including active listening and conflict resolution. Possesses track record of maintaining customer satisfaction through effective communication. Looking to transition into new field where these abilities can drive success and foster positive outcomes.
Overview
2
2
year of professional experience
Work History
Life Insurance Sales Agent
Call Experts.
12.2024 - 02.2025
- Retained valuable customers through diligent follow-up communication efforts after initial policy purchase, fostering long-term loyalty.
- Maintained detailed records of all client interactions, ensuring accuracy and efficiency in tracking progress toward sales targets.
- Successfully met or exceeded sales quotas on a consistent basis through strategic planning, effective communication skills, and a commitment to understanding client needs.
- Increased life insurance policy sales by developing strong relationships with clients and understanding their unique needs.
- Stayed current on industry trends and regulations to provide accurate information to clients and maintain a competitive edge in the market.
- Ensured the highest level of ethical conduct and professionalism in all client interactions, fostering trust and credibility within the community.
- Collaborated with colleagues to develop effective sales strategies and achieve team goals.
Customer Service Representative
Call Centre International
10.2024 - 11.2024
- Managed an average of 50 customer interactions daily, maintaining a satisfaction rating of 85% and quality assurance score of 95%
- Assisted in the development and implementation of new customer service procedures that improved efficiency by 90%
- Delivered training sessions to new hires, resulting in a faster onboarding process and higher initial performance
- Managed both positive and negative customer feedback to turn negative experiences into opportunities for service recovery
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Data Collection Representative
Kenya Power and Lighting Company
08.2024 - 10.2024
- Enhanced data accuracy by diligently reviewing and validating collected information.
- Streamlined data collection processes for increased efficiency and reduced errors.
- Improved team communication by coordinating regular meetings to discuss project progress, challenges, and solutions.
- Consistently met or exceeded performance metrics established by management for timeliness and accuracy in data collection activities.
- Utilized proprietary tools to engage with clients, track communications, and deliver results.
- Collaborated with team members to develop effective strategies for data gathering and analysis.
- Conducted surveys and documented all responses.
Education
High School Diploma -
Karoti Girls High School.
Kirinyaga CountyDiploma - Geographic Information Systems
Kenya Institute of Survey And Mapping.
Nairobi, Kenya05-2024
Skills
- Objection handling
- Ethical practices
- Policy customization
- Cold calling
- CRM software proficiency
- Closing sales
- Customer service
- Critical thinking
- Active listening
- Data entry
Hobbies and Interests
- Listening to podcasts.
- Reading.
- Customer service workshops.
- Painting.
Job Title
CUSTOMER SERVICE REPRESENTATIVE.
Timeline
Life Insurance Sales Agent
Call Experts.
12.2024 - 02.2025
Customer Service Representative
Call Centre International
10.2024 - 11.2024
Data Collection Representative
Kenya Power and Lighting Company
08.2024 - 10.2024
High School Diploma -
Karoti Girls High School.
Diploma - Geographic Information Systems
Kenya Institute of Survey And Mapping.
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