Customer service professional with a strong foundation in effective communication, conflict resolution, and customer relationship management. Currently pursuing a customer service certification to further enhance my skills in delivering exceptional service. Proficient in managing diverse customer needs, utilizing CRM systems, and handling digital customer interactions. Known for professionalism, cultural sensitivity, and a proactive approach to upselling and cross-selling opportunities, I am equipped with emotional intelligence to connect with customers and manage challenging situations calmly. Dedicated to maintaining high standards of customer satisfaction and continuously improving service delivery.
Experience
Swift Broadband
Nov 2022 – Present
Nairobi, KEN
Freelance customer service representative
Provided exceptional customer service by addressing inquiries, resolving complaints, and ensuring customer satisfaction.
Managed high-volume calls and emails, maintaining professionalism and efficiency.
Utilized CRM software to track customer interactions and maintain detailed records.
Handled conflict resolution, effectively managing challenging situations with empathy and patience.
Assisted in training new employees and sharing best practices to enhance team performance.
Consistently exceeded performance metrics, including customer satisfaction scores and response times.
Identified opportunities for upselling and cross-selling, contributing to increased sales and revenue.
