Belle Wanjiru

As a dedicated Contact Center Agent with experience specifically in handling complaints, I have honed my ability to provide exceptional customer service and resolve complex issues effectively. My background includes extensive experience in call center environments, where I developed strong communication skills and a keen attention to detail. I am eager to apply my expertise in customer interaction and problem-solving to excel as a Customer Service & Booking Specialist at Sagan, where I can contribute to efficient scheduling and client satisfaction.

Contact Center Agent - Complaints LOB at Call Center International (CCI Kenya) (2024-10 – 2023-01)

• Resolved escalated customer complaints on billing and account issues, achieving a 95% resolution rate within established SLAs.
• Leveraged active listening and empathy to de-escalate tensions, resulting in a 30% improvement in customer satisfaction scores.
• Executed billing corrections and account updates with 100% accuracy, enhancing operational efficiency and customer trust.
• Educated customers on energy programs and payment plans, increasing engagement and reducing query volume by 20%.
• Maintained comprehensive and accurate records in the Utilita CRM, supporting a seamless complaint resolution process.
• Collaborated with cross-functional teams to drive end-to-end resolution of complaints, contributing to a 15% reduction in repeat issues.

Contact Center Agent at JetBlue (2023-05 – 2024-09)

• Assisted customers with flight reservations and modifications, achieving a 98% accuracy rate in booking processes.
• Resolved travel-related inquiries including delays and cancellations, improving overall customer satisfaction by 25%.
• Provided professional and courteous communication, enhancing customer loyalty and retention.
• Utilized the SABRE reservation system for efficient booking management, reducing processing time by 15%.
• Coordinated effectively with airline departments to ensure prompt resolution of customer issues, contributing to a 20% decrease in escalations.
• Maintained detailed records in adherence to quality standards, ensuring compliance and operational excellence.

kcse – Ilako Mututa School (2013-01 – 2017-11)