Magdaline Wanja Ndirangu
Customer Service Management
Nairobi
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities from working in diverse industries such as manufacturing and distribution. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
12
12
years of professional experience
4
4
Certificates
1
1
Language
11
11
years of post-secondary education
Work History
Customer Service Team Lead
IMCD Kenya Limited
Nairobi
03.2020 - Current
- Achieved satisfaction rating through proactive one-call resolutions of customer issues.
- Met above 95% sales quota 2 years consecutively through efficient stock management and outstanding customer relations
- Coached team members on service techniques and provided scoring through quality assurance program.
- Collected customer feedback and initiated process changes to improve customer satisfaction ratings from 85%
- Developed customer service improvement initiatives to decrease customer wait times.
- Increased efficiency and team productivity by promoting operational best practices.
- Addressed and closed at least 90% non-conformance reports within 24 hours
- Complied with company policies and procedures by encouraging initiatives in line with 'freedom to act' company value
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Coached new team members on service techniques and provided scoring through quality assurance program
Customer Service Representative
Ingredion Holding LLC
Nairobi
02.2013 - 02.2020
- Streamlined order management process – resulting in over 90% OTIF on deliveries and customer turnaround time
- Provided primary customer support to internal and external customers.
- Structured robust customer complaints management platform that improved NPS to above 90%
- Recommended high value products to customers improving margins by at least 5% annually
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Administrative & Logistics Officer
Express Shipping Logistics (EA) Ltd
Nairobi
07.2009 - 02.2012
- Answered multi-line phone system, routing more than 20 calls daily, and delivering messages to staff and receiving visitors.
- Received and sorted incoming mail and packages to record, dispatch or distribute to correct recipient.
- Created detailed expense reports to facilitate reimbursement for business expenses incurred.
- Executed record filing system to improve document organization and management.
- Coordinated more than 70 shipping requests, tracked shipments and maintained daily status reports
- Negotiated freight rates with shipping & air lines and managed shipment bookings
- Generated documentation and information required for customer shipments.
Education
Some College (No Degree) - Procurement & Supply
Chartered Institute of Purchasing And Supplies
United Kingdom 07.2014 - 01.2015
Bachelor of Arts - Communication
University of Nairobi
Nairobi, Kenya 10.2002 - 12.2007
High School Diploma -
Njonjo Girls High School
Nyahururu, Kenya 01.1996 - 12.2000
Skills
Complaint resolution
undefinedAdditional Information
- Volunteer experience: Social Leave no trace environmental cause – Trash collection and disposal during adventure hikes with Outdoorer Ke
- Awards & Recognitions: - Customer Service Week 2022 - Service Excellence for Team Spirit & Customer-Centricity - Cash prize award 2022: Top Performer Award for driving highest customer traffic to self-service portal (myimcd) - Ingredion III Star award: Process improvement - Ingredion I Star award: Integrity/respect/building trusted relationships
Certification
Pardot Specialist
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I am a member of a team, and I rely on the team, I defer to it and sacrifice for it, because the team, not the individual, is the ultimate champion.
Mih Hamm
Timeline
Pardot Specialist
10-2022
The fundamentals of Digital Marketing- Google
12-2021
Customer Service Team Lead
IMCD Kenya Limited
03.2020 - Current
Sales Essentials Certificate
07-2019
Lean six Sigma -Yellow Belt
01-2016
Some College (No Degree) - Procurement & Supply
Chartered Institute of Purchasing And Supplies
07.2014 - 01.2015
Customer Service Representative
Ingredion Holding LLC
02.2013 - 02.2020
Administrative & Logistics Officer
Express Shipping Logistics (EA) Ltd
07.2009 - 02.2012
Bachelor of Arts - Communication
University of Nairobi
10.2002 - 12.2007
High School Diploma -
Njonjo Girls High School
01.1996 - 12.2000
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