Customer support
Zipporah Mungai
Nairobi
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Knowledgeable and dedicated customer service professional with extensive experience in administration industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. 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
1
1
year of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Call Center Representative
CCI KENYA
Nairobi
09.2022 - Current
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Educated customers on company systems, form completion, and access to services.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Attended telephone skills and program information training sessions to boost aptitude.
- Investigated and resolved accounting, service and delivery concerns.
- Promoted available products and services to customers during service, account management, and order calls.
- Educated customers about billing, payment processing and support policies and procedures.
Assistant Surveyor
Kenya Power And Lighting Company
Nairobi
01.2022 - 03.2022
- Performed field calculations to complete assessments.
- Prepared GIS maps and written reports clearly depicting boundaries, landmarks and notable geographical features and loaded data into Software for design use.
- Created visual presentations of topographical characteristics using QGIS and ArcGIS.
- Read and used topographical data to complete analysis of land plots and roadways.
Education
Certificate Of Kenya Primary Certificate Of Educat - Primary Education
01.2004 - 11.2012
Certificate Of Kenya Secondary School Examination, - Secondary Education
02.2013 - 12.2016
- Awarded Best in Kiswahili and Mathematics
- Member of Mathematics and Physics Club
- Elected to Secretary for Youth Catholic Association in 2016
Bachelor Of Technology - Surveying Technology
09.2017 - 12.2022
- Member of GIS Community at the school
- Member of scrabble movement
Certificate In Virtual Assistant - Administration
09.2022 - Current
- Continuing education in virtual assistant training
Skills
Customer support
Inbound phone calls
Answering questions
English and Swahili Fluency
Problem-solving skills
Quality assurance
Typing [40] wpm
Call center operations
Field data collection
GPS knowledge
Topographic mapping
Team collaboration
Verbal/written communication
Cultural Awareness
Data Entry
Dependable and Responsible
[State] regulations knowledge
Self-directed mindset
Adaptable nature
Decision-Making
Interpersonal Communication
Software
ArcGIS software
QGis
Timeline
Call Center Representative - CCI KENYA
09.2022 - Current
Alx Africa - Certificate In Virtual Assistant , Administration
09.2022 - Current
Assistant Surveyor - Kenya Power And Lighting Company
01.2022 - 03.2022
The Technical University of Kenya - Bachelor Of Technology, Surveying Technology
09.2017 - 12.2022
State House Girls High School - Certificate Of Kenya Secondary School Examination,, Secondary Education
02.2013 - 12.2016
Wonderland Integrated School - Certificate Of Kenya Primary Certificate Of Educat, Primary Education
01.2004 - 11.2012