Constance Waweru
Customer service specialist and Team lead
Hire this person
Send a job offer directly to this candidate
About
A diligent and self -driven person with acute problem solving skills and communication skills. I have a person in creating knowledge bases, streamlining process and ensuring the customer process is smooth
Experienced in providing customer support over the phone, email, and social media platforms such as WhatsApp and live chat. Experienced also for managing customer accounts and resolving billing issues, Management of a team and worked with systems such as ERP,Mambu and 3cx.
Experience
MOGO AUTO LIMITED
CUSTOMER SERVICE TEAM LEADER || October 2022 to Date
- Creation of daily, weekly, and monthly reports
- Escalation Matrix Creation
- Agent Appraisals
- Ensure targets are reached regarding lead generation and loans issued.
- Hiring of agents
- Work With ERP to ensure confirmation of Customer information.
- Infobip management
- Assist staff in improving customer Experience(escalations)
- Quality assurance-Monitoring of phone calls for quality check in terms.
- Customer care-handle customers to meet their needs, give information and handle complaints.
- Training of new customer care agents and continued improvement of existing agents
- Creation of work plans
SENIOR CUSTOMER CARE AGENT || February 2022 to October 2022
- Floor management
- Escalation/Raising tickets to allow for resolution.
- Handling Customer complaints
- Update of customer Accounts on ERP
- Responding to clients' Inquiries via Email, WhatsApp, Facebook, and live chat on Infobip
- Training of agents
- Ensuring the Quality of calls
CUSTOMER CARE AGENT || May 2021 to January 2022
- Received between 100-130 inbound calls.
- Sales and lead generation from inquiries
- Escalation/Raising tickets to allow for resolution.
- Resolution of Customer complaints
- Update of customer Accounts on ERP
PLATINUM CREDIT LIMITED
TELE SALES AGENT || January 2020 to April 2021
- Sales-Conversion of potential customers into clients
- Marketing -Answering questions about products or the company.
- Loan appraisals; confirmation of client’s eligibility for a loan
- Enter and update customer information in Mambu.
GATUNGURU TEA FACTORY
QUALITY ANALYST|| August 2018 to September 2018
- Quality analyst ensured that the quality of tea was up to standard in terms of organoleptic characteristics.
- Monitor the processing of the tea to ensure a good final product.
- Keep records of the processes per day.
- Packaging and dispatch of processed tea.
- Hygiene keeping in the food plant.
Education
EDUCATION
Technical University of Mombasa|| 2015 – 2019
- Degree in Food Technology and Quality Assurance.
Gatanga Secondary School|| 2011 – 2014
- Kenya Certificate of Secondary Education
Emmanuel Learning Center|| 2002 – 2010
- Kenya Certificate of Primary Education
ADDITIONAL TRAINING
- Certificate in Computer Application
- Sales and customer Care Training
