Cashier - Simulas Electric - Nairobi, Kenya
(2024-07 - 2026-04)
- Processed customer payments using cash, card, and mobile money, ensuring accuracy and efficiency in all transactions.
- Issued receipts, facilitated refunds and exchanges, and maintained proper records of daily sales using the POS system.
- Balanced the cash drawer at the end of each shift with minimal discrepancies.
- Assisted customers with product inquiries and guided them in selecting suitable electrical items, including bulbs, switches, sockets, and cables.
- Collaborated with the sales and inventory team to confirm stock availability and provide accurate pricing.
- Maintained a clean and organized checkout area, contributing to a professional and welcoming store environment.
- Reported discrepancies or equipment issues to management promptly, ensuring smooth operations.
- Demonstrated strong customer service and communication skills in a high-traffic retail setting.
Care, Retention and Loyalty Specialist - Rogers Communications, Foundever Group Call Centre - Toronto, Canada
(2023-03 - 2024-06)
- Provided exceptional customer service by addressing inquiries, troubleshooting technical issues, and resolving complaints about Fido and Rogers postpaid wireless, Rogers Ignite internet, home phone, and internet services.
- Maintained comprehensive knowledge of Fido and Rogers products and services, including wireless plans, internet packages, and promotional offers.
- Proactively engaged customers to identify their needs and promoted relevant products and services while utilizing persuasive communication skills to upsell and cross-sell, meeting or exceeding sales targets.
- Assisted customers with service setup, device configuration, troubleshooting connectivity issues, and provided basic technical support for both wireless and internet services.
- Guided customers through billing inquiries, explained charges, and resolved billing discrepancies or payment issues while optimizing billing plans based on customer usage.
- Coordinated technician appointments for customers requiring installation, repairs, or equipment upgrades, ensuring timely scheduling.
- Handled escalated customer concerns with professionalism and empathy, following procedures to escalate unresolved issues for prompt resolution.
- Assisted store agents with inquiries, provided product information, and addressed challenges encountered while serving customers in physical locations.
- Facilitated the transition of customers from Fido internet services to the migration process team.
- Served as a liaison between customers and management, forwarding feedback, suggestions, and complaints for review and action.
- Maintained accurate records of customer interactions and generated performance reports to identify areas for improvement.
Wireless Ambassador Agent - Rogers - Shaw - Toronto, Canada
(2023-07 - 2024-01)
- Developed and communicated a clear migration process to customers, ensuring they understood the steps involved in transferring services from Shaw to Rogers.
- Explained terms of service agreements and addressed customer inquiries while ensuring compliance with contractual obligations.
- Created new Rogers accounts and facilitated profile setup for a personalized experience.
- Managed the distribution of Rogers SIM cards, ensuring timely delivery and activation.
- Guided customers through the process of porting their Shaw phone numbers to Rogers accounts, minimizing downtime and preserving existing contact information.
- Skillfully resolved billing disputes, maintaining customer satisfaction and accurate financial records.
- Assisted retail agents with port-in procedures and various activities related to customer account transitions, providing guidance and troubleshooting assistance as needed.
- Acted as an ambassador between Shaw and Rogers, fostering a healthy relationship.
Overflow Seasonal Agent - Rogers - Toronto, Canada
(2023-07 - 2023-12)
- Spearheaded the activation process for Ignite services, ensuring a streamlined onboarding experience for customers while prioritizing ongoing support for store dealers.
- Provided dedicated assistance to store dealers, guiding them through account cancellations, phone number changes, and hardware device upgrades while delivering insights into exclusive plan offers and discounts.
- Demonstrated proficiency in facilitating price plan changes, hardware upgrades, and exclusive plan offers, aiding store dealers in navigating these processes seamlessly.
- Played a key role in supporting Rogers and Fido customers, facilitating account creation, inter-brand migrations, port-ins, and port-outs, focusing on providing store dealers the tools needed for efficient customer interactions.
- Formulated and executed strategies to bolster customer loyalty, contributing significantly to the retention of both new and existing customers.
- Leveraged in-depth knowledge of Rogers, Fido, and Ignite TV products to provide comprehensive information and education to customers and to equip store dealers with the insights necessary for effective sales.
- Proactively addressed and resolved technical issues, such as SIM card problems and connectivity issues, ensuring prompt resolution and elevating complex matters to relevant departments.
- Collaborated with store dealers to troubleshoot and resolve errors promptly, enhancing overall operational efficiency.
Cable Repair Agent - Rogers - Toronto, Canada
(2023-03 - 2023-07)
- Responded to customer inquiries and service requests related to cable TV, internet, and phone services.
- Diagnosed and resolved technical issues, scheduled service appointments, and maintained accurate records.
- Provided feedback to improve customer experience and assisted with Ignite migrations.
Member Relations Agent - PSCU, Foundever Group - Toronto, Canada
(2022-06 - 2023-02)
- Delivered exceptional member relations services in a banking call center environment, ensuring adherence to the highest standards of customer service.
- Demonstrated a thorough understanding of a wide range of banking products and services, providing members with accurate information to meet their needs while ensuring compliance with banking regulations.
- Executed various banking transactions, including deposits, withdrawals, and transfers, with precision and maintaining meticulous records.
- Identified strategic opportunities to cross-sell and upsell banking products, contributing to the organization's financial growth while enhancing member experience.
- Managed appointment scheduling, showcasing organizational skills and attention to detail to facilitate seamless interactions between members and banking representatives.
- Effectively addressed member inquiries and complaints, utilizing a solutions-oriented approach for prompt issue resolution while maintaining high levels of satisfaction.
- Provided valuable information and guidance on banking-related topics, fostering financial literacy and empowerment among members.
- Collaborated with colleagues to ensure the highest level of service delivery in the banking call center team.
Administration Assistant & Property Accountant - Bosco Enterprises - Nairobi, Kenya
(2013-01 - 2019-08)
- Coordinated daily office operations, ensuring smooth workflows and the efficient functioning of office activities. Managed communications, including phone calls and emails, ensuring timely responses and distribution.
- Served as the first point of contact for clients, providing exceptional customer service and promptly addressing inquiries. Scheduled client meetings, property viewings, and open houses, maintaining detailed appointment calendars.
- Prepared and processed real estate documents, including contracts and leases, ensuring accuracy and compliance with legal standards. Maintained and updated client files for easy retrieval and confidentiality.
- Assisted in creating marketing materials, such as brochures and online listings, to promote properties and company services.
- Conducted data entry and maintained databases, ensuring accurate records. Monitored office supplies and placed orders as necessary to maintain essential inventory. Assisted in preparing financial reports and managing budgets.
- Managed housing contract administration, ensuring accuracy and completeness while effectively communicating with tenants to address queries.
- Reviewed and implemented monthly budgets for rental properties, optimizing financial performance and identifying cost-saving areas.
- Prepared detailed financial statements and reports for stakeholder analysis, providing transparent financial information.
- Tracked expenses, ensuring timely payments, and maintaining up-to-date records of tenant correspondence to foster positive landlord-tenant relationships.
- Conducted regular audits to ensure financial accuracy and compliance with accounting standards.
- Established effective communication between property management and tenants.
Seasonal Retail & Inventory Accountant - Faustina Boutique - Nairobi, Kenya
(2013-01 - 2018-12)
- Managed sales and resolved customer issues, assisted with internal audits, and operated the cash register/POS system.
- Examined products for damage, conducted inventory, and managed social media accounts.
