Daisy Njeri

About

Dynamic and empathetic professional with a robust background in customer service and communication. I excel in managing interactions, adapting quickly, and upholding the highest standards of work.

Experience

Triply.co

Jan 2024 – Oct 2024

Westlands, Nairobi

Customer Support Executive

Managed over 50 inquiries daily via calls, emails, social media and text, increasing customer satisfaction by 30%, which promoted customer retention and brand reputation. Created a customer support manual that outlined standard operating procedures, reducing response time by 40% and improving team efficiency. Authored Help Center articles, increasing customers’ self-service options and reducing escalations by 25%. Ensured that severe customer complaints were escalated to the appropriate departments within a 4-hour timeframe, preserving customer trust and boosting resolution efficiency. Maintained a high response rate ensuring prompt and effective communication.

CCI Kenya

Mar 2023 – Dec 2023

Nairobi, Kenya

Call Center Agent

Utilized scripts and channels like Slack to maximize efficiency, consistently maintaining a 98% adherence to call center protocols. Delivered prompt, accurate solutions, achieving a 95% client resolution rate and surpassing quality assurance metrics. Resolved challenging client cases, reducing the need for escalation by 35% and enhancing client satisfaction. Conducted 55+ inbound and outbound emails and calls daily to clients, identifying and addressing their concerns or inquiries about products and services.

ONQ Kenya

Apr 2022 – Nov 2022

Nyeri, Kenya

Customer Service Representative

Handled over 65 calls daily and scheduled radiology exams, addressing patient concerns and coordinating with technicians and physicians to ensure smooth operations. Accurately input physician orders and guided patients on radiology procedures, enhancing patient readiness and streamlining exam preparation. Consistently met customer service metrics, delivering high-quality support to patients and healthcare staff.

Self-Employed

Jan 2020 – Feb 2022

Freelancer

Produced accurate, grammatically correct subtitles for media files, ensuring clarity and ease of comprehension. Consistently met client deadlines and maintained high-quality standards, aligning with client expectations for timely deliverables. Coordinated precise timing of subtitles to enhance viewer experience and content accessibility.

ADN Caritas Nyeri

May 2019 – Aug 2019

Nyeri, Kenya

Development Centre Intern

Developed detailed proposals on community development, agriculture, and mental health awareness, supporting key organizational initiatives. Organized and documented department meetings, creating accurate minutes and PowerPoint reports that kept leadership informed on departmental progress. Managed inventory and maintained project documentation, ensuring accurate stock levels and up-to-date files for streamlined operations.

Education

Multimedia University of Kenya

Sep 2015 – Apr 2019

Bachelor's Degree, Applied Communication

Skills

Languages