William Maina
Customer Service.
Nyeri,Kenya
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 and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Call Center Representative
Salix Data Africa Limited.
Nairobi, Nairobi Province, Kenya
08.2022 - Current
- Demonstrated adaptability in navigating various CRM systems efficiently to optimize data entry accuracy and retrieval speed during calls.
- Called insurance companies and agencies to make enquiries on policy information, verification of clients details again what the bank has on its end, and payment remittance addresses this was to make sure payment sent out was for the right insured and to the correct payment address.
- Researched client information on policy depot and the rightful websites, to ensure before making a call thus ensured we had the corrected documented premiums and coverages for the insured.
- Exceeded daily outbound call quotas while maintaining high levels of customer satisfaction and engagement.
- Prepped fo payment to ensure the policy remained active thus the insured is fully covered as well cancelled policies as per reasons outlined verbally or on documents to avoid unnecessary payment, this increased on customer satisfaction and increased the companies profit margins.
- Achieved performance targets consistently by utilizing persuasive communication skills.
- Contributed to a positive work environment by actively participating in team meetings and supporting colleagues when needed.
- Reduced average call handling time without sacrificing quality through efficient use of resources and multitasking abilities.
- Improved team productivity by sharing best practices and collaborating on problem-solving strategies.
- Helped train new hires in the outbound call center process, ensuring they were prepared to handle calls effectively from day one on the job.
- Conducted follow-up calls on payment of policies, cancellation and incase of rewrite, to ensure policies are inforce with the right carriers.
Relationships Officer
Progressive Credit ltd
Nairobi, Nairobi Province, Kenya
3 2021 - 1 2022
- Reminded the clients of their loan repayment due date, encouraged them to take top up loans and cross-sell other loan products so as to keep the loan book active and growing.
- Promoted a positive work environment through open communication, fostering collaboration among team members.
- Resolved customer issues when they either called or walked which increased the number of referrals and increased the loan book by 8%.
- Prepared reports of bikes due for repossession which lead to an easy and organized repossessions process for the recovery team
- Organized the back office by arranging the files which made it easy to access the physical files.
- Maintained and built close relationships with customers through regular contact and visits.
- Led successful marketing campaigns to drive new business acquisition and deepen existing client relationships, loan booking, and timely collections thus the company improved its profit margins.
- Increased loan approvals by diligently assessing creditworthiness and recommending suitable lending options.
- Managed a portfolio of high-value clients, ensuring their financial needs were met through tailored investment strategies.
- Increased referral business by actively networking within the community and participating in local events representing the microfinance.
- Boosted customer satisfaction levels with timely and effective resolution of concerns and inquiries.
Credit Officer
Tahidi Daima Sacco
04.2019 - 02.2021
- Coordinated with the help of other staff in attending to clients in their groups to ensure we served them to their satisfaction and met their financial needs.
- Evaluated creditworthiness of potential borrowers using thorough research and analysis techniques, minimizing default risks.
- Initiated customer loan applications in the system, and followed up to ensure the customer got their loans processed on time
- Ushered in clients who visited the office with a smile and served them to their satisfaction and ensured they were contented which made them refer their friends to join the Sacco
- Organized the office by arranging the files in order which made it easy to access customers' files when needed
- Reached out to customers to remind them of their due dates for loan repayment as well as made demand calls and texts which made an increment in revenue to the institution.
- Developed key relationships with clients, providing exceptional service and fostering long-term partnerships.
- Implemented robust monitoring systems to track performance metrics of existing loans, identifying areas requiring attention or intervention.
- Supported business growth initiatives by assisting in the identification of new market opportunities for expansion within the credit sector.
- Increased customer satisfaction scores by promptly addressing concerns and resolving issues related to credit products.
- Obtained and reviewed credit reports, credit references, credit insurance and financial statements to establish credit limits for new accounts.
- Managed a diverse portfolio of commercial loans, maintaining strong client relationships while mitigating risk exposure for the organization.
Hotel porter
Hennessis Hotel
Nairobi, Nairobi Province, Kenya
05.2016 - 08.2018
- Welcomed guests warmly and showed them where to sit as they waited for the receptionist to attend to them which made them feel comfortable and work at the reception flow smoothly
- Assisted customers carry their luggage in and out of the room, this led to good organization at work and good customer service
- Assisted in making front requisitions which lead to an organized flow of work at the reception.
- Increased guest satisfaction scores through proactive problem-solving for any challenges encountered during their stay.
- Participated in ongoing training sessions provided by the hotel management team to stay updated on best practices in hospitality.
- Expedited transportation arrangements as requested by guests, providing accurate information on local routes, schedules, or fares when applicable.
- Maintained the hotel''s cleanliness and appearance by regularly tidying common areas and reporting maintenance issues, for a fresh and environmentally friendly atmosphere.
Education
High School Diploma -
Narumoru Mixed Secondary School
04.2012 - 05.2015
Skills
Customer Relationship Management
Professional Development
- Generation Kenya Programme, 03/2022, 04/2022, Certificate in Digital Customer Service
- Petanns Driving and Computer college, 02/2016, 04/2016, Driving class BCE and computer packages
References
- Ms. Bancy Irungu, Relationships Officer, Progressive Credit Limited, 0729201155, bancynyamb@gmail.com
- Mr. Jeff Mwongela, Supervisor, Henessis hotel, 0722481995, jeffrymwongela2016@gmail.com
- Mr. James Njaya, Instructor, Generation Programme Kenya, 0738413343, james@generation.org
Certification
Digital Customer Service.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Digital Customer Service.
04-2024
Call Center Representative
Salix Data Africa Limited.
08.2022 - Current
Credit Officer
Tahidi Daima Sacco
04.2019 - 02.2021
Hotel porter
Hennessis Hotel
05.2016 - 08.2018
High School Diploma -
Narumoru Mixed Secondary School
04.2012 - 05.2015
Relationships Officer
Progressive Credit ltd
3 2021 - 1 2022
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