Constance Waweru

Customer service specialist and Team lead

Talent

Nairobi, Nairobi AreaMember since 20 July 2023

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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.