Over two years ago, I quit the office job to maximise on time, rediscover my love for customer support and learn other skills that would prepare me for online jobs. Online I discovered a lot of resources that led me to start the journey of learning computer programming. It has been a challenging but wonderful experience at the same time.
I am now looking to join a team that will allow me to use my customer care knowledge as I continue learning coding, by engaging me in new challenges as I perfect my skill.
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Experience
Ilanga Systems Kenya Limited
Mar 2014 – Jan 2020
Nairobi, Kenya
Administrative Assistant
For a period of nearly six years, I worked as the customer care support for an IT company. One of my experiences here included supervision of staff selling phones for a period of three months. I also allocated the said staff monthly sales targets as set by the regional manager and sent weekly MS Powerpoint presentations about competitors' advertising activities. My other responsibilities included listening to customer concerns, logging them, and ensuring that they are addressed by parties responsible for their resolution. I managed the company’s customer relationship management (CRM), responding to and assigning support emails, calls, and tickets. I’m particularly proud of the role I played in pushing for our longtime customers to use our CRM. The change made it easier for them to report any issues that arose and follow their resolution to a much higher degree than was previously possible. This led to higher customer satisfaction and retention. Prior in 2011, I worked as an outsourced customer service executive for another telecommunication company call centre thus honing my phone etiquette and conflict resolution skills.
