I am a dedicated customer service professional with over four years of experience in delivering excellent service, solving problems, and creating positive customer experiences. I thrive in fast-paced environments, handling inquiries efficiently while ensuring customer satisfaction. My strengths include strong communication, active listening, and conflict resolution, allowing me to build trust and resolve issues effectively. I am eager to contribute my skills to a dynamic team that values excellence, teamwork, and continuous improvement.
Experience
Taka Ni Mali Foundation
Jun 2022 – Nov 2024
Nairobi, Kenya
Customer Support Specialist
A commercialized organization specializing in waste management, recycling, and sustainability solutions. It operates in three key areas: Taka Commercial (manufacturing and selling bins from recycled materials), ESG training (capacity building on sustainability practices), and sustainability advocacy. The organization also hosts training events and breakfast sessions for ESG and capacity-building clients, fostering knowledge sharing and sustainability awareness.
Key Achievements:
• Increased customer satisfaction scores by 30% through efficient issue resolution and consistent follow-up.
• Improved first-call resolution rate by 25% through enhanced problem-solving and product knowledge.
• Contributed to sales growth by upselling additional services achieving a 15% increase in revenue.
• Reduced customer complaints by 20% by proactively identifying recurring issues and implementing improvements.
• Successfully handled an average of 50+ customer interactions per day, ensuring timely responses and resolutions.
Key Responsibilities:
• Responded to customer inquiries via calls, emails, and chat, providing detailed product and service information.
• Addressed and resolved complaints, maintaining a professional and empathetic tone, ensuring customer satisfaction.
• Assisted customers with placing orders, processing returns, and ensuring timely delivery.
• Updated and maintained accurate customer profiles and transaction records in CRM systems.
• Collaborated with cross-functional teams to resolve complex issues and improve service processes.
• Provided regular feedback to management, contributing to continuous improvement initiatives.
DENVAH Supplies
Oct 2019 – Feb 2022
Nairobi, Kenya
Customer Service Representative
A supplier of office equipment, electronics, and printing solutions, specializing in printers, toners, ink, and stationery. The company serves businesses by providing high-quality office essentials and technical support for printing devices.
Key Achievements:
• Increased customer retention by 70% by establishing strong relationships and offering personalized support.
• Achieved a 90% customer satisfaction rate by resolving issues promptly and ensuring high-quality service.
• Streamlined sales processes, reducing order processing time by 15%, enhancing customer experience.
Key Responsibilities:
• Provided product recommendations and solutions to customers, ensuring the best match for their needs.
• Assisted with order placement, payment processing, and returns.
• Handled customer complaints and concerns professionally, contributing to long-term customer loyalty.
• Managed inventory and ensured product availability through effective coordination with logistics teams.
Provided training and product demonstrations, educating customers on proper printer usage and maintenance to reduce downtime.
Maintained and updated customer accounts in the CRM system, ensuring accurate records of orders, payments, and service requests.
Monitored stock levels and alerted management, helping prevent shortages of high-demand items like toners and ink.
Sanpac Africa Ltd
May 2018 – Aug 2019
Nairobi, Kenya
Administrative Assistant
A manufacturing company specializing in plastic packaging solutions for industries such as food, agriculture, and retail. Sanpac Africa Ltd focuses on innovative, sustainable, and high-quality packaging products to meet market demands.
Key Achievements:
• Streamlined office operations, reducing administrative costs by 10% through efficient resource management.
• Improved internal communication and client satisfaction by maintaining organized records and workflows.
• Successfully managed complex scheduling and travel arrangements, reducing errors and increasing executive productivity.
Key Responsibilities:
• Managed executive schedules, appointments, and meetings, ensuring time management efficiency.
• Handled communication and documentation, supporting the smooth flow of information.
• Organized and maintained filing systems, both electronic and physical, ensuring quick access to records.
• Coordinated office operations, including inventory management and ordering supplies.
• Assisted with financial tasks, such as invoice processing and budget preparation.
