Cyndy Okeyo

Result-oriented professional with 5 years’ experience working as a link between consumers and corporations. A Certified Customer Service Officer who thrives in building strong customer relationships and driving brand loyalty. I am seeking to secure a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company.

KEY ATTRIBUTES

• Able to carry out detailed instructions to the latter.
• Excellent at maintaining positive flow of information between departments.
• Mature, energetic, hardworking and able to maintain confidentiality when required.
• A dynamic and reliable individual packed with organizational skills.
• Adapts easily to any environment.
• Experience using CRM software and mobile data collections such as taro works.
• Strong communication skills.
• Ability to Multi task
• Rapid learner 
• Attention to detail
• Bilingual Customer Support

Customer Service Associate

June 2022– Current

• Manage large amounts of incoming calls, emails and chats.
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies
• Go the extra mile to engage with the customers
• Resolve customer complaints via phone, email, and social media
• Use telephone/emails to reach out to customers and verify account information
• Greet customers warmly and ascertain the problem or reason for calling
• Assist with the placement of orders, refunds, or exchanges
• Advise on company information
• Take payment information and other relevant information such as addresses and phone numbers
• Give quotations, Place or cancel orders also follow up with customers
• Answer questions about warranties or terms of sale
• Suggest solutions when a product malfunction
• Handle product recalls, changes in policies, or renewals
• Inform customers of deals and promotions
• Work with the customer service department to ensure proper customer service is being delivered
• Close out or open call records in the CRM system
• Ensure all calls, emails, etc. are logged in the CRM system
• Compile reports on overall customer satisfaction
• Stay up to date with the company’s product and service information, promotions, and pricing • Follow up with customers after the purchase has been made and ensure to get product/service feedback
• Identify and escalate issues to the team leader
• Ensure all inquiries are responded to within the shortest time possible and later do

Call Centre International

Customer Service Representative

January 2021 – January 2022

• Answer inbound calls in a timely and effective manner.
• Provide ideal solutions to customer queries and problems.
• Providing customers with the organization’s service and product information. Processing forms, orders, and applications requested by the customers.
• Recording details of comments, inquiries, complaints, and actions taken.
• Routing inbound calls to the appropriate resources.
• Boost customer loyalty by offering a proper experience over the phone.
• Manage & update customer databases.

Architecture Kenya Limited

Customer Experience Agent

October 2017 – December 2020

• Answering organizations phone calls from customers and having interactive conversations.
• Handling any queries and concerns from the respective stake holders and ensuring satisfaction from them. 
• Building relationships with customers and Keeping Data records using the appropriate means.
• Welcoming, receiving, signing in and dealing with new clients who walk in our offices as first timers. 
• Preparing Newsletters and fliers. 
• Collecting data and maintaining databases, media lists  Draft, edit and disseminate communications copies
• Recommend techniques to improve the company’s public image. 

Independent Electoral and Boundaries Commission Returning Officer

August 2017- September 2017

 

• Set up polling stations/booths in each polling station where voting takes place.
• Distribute ballot papers/boxes to all polling stations which are manned by presiding officers.
• Supervise voting and counting of votes in the constituency.
• Tally and verify constituency poll results before announcing them.

ACADEMIC QUALIFICATIONS

University of Nairobi

2019 -2023

B.A in Communications Kenya Institute of Mass Communication

2014 – 2017

Diploma in Public Relations Shalom Institute of Computer Studies

2013 – 2014

Diploma in Computer Studies Brigida Morello Girls High School

2010 – 2013

K.C.S.E Lepic School Primary K.C.P.E 2002 – 2009