Githengi Carol

Customer Service and Office Operations professional with progressive experience in customer support, insurance services, call center operations, sales and administrative functions. Skilled in handling customer inquiries, resolving complaints, maintaining accurate records and delivering excellent client experiences across diverse platforms. Experienced in insurance processes including claims documentation, renewals, underwriting support and client relationship management.

Excellent problem-solving and interpersonal skills with commitment to customer satisfaction and operational excellence.

Customer Service Officer - Vensure Insurance Agencies Limited

(2024-06)

• Acting as the first point of contact for customers and agents through telephone, email and in-person channels, providing timely support and accurate information.
• Resolving customer issues by identifying root causes, providing appropriate solutions and escalating complex cases when necessary.
• Responding to customer inquiries, complaints and service requests within agreed turnaround times while ensuring effective resolution.
• Communicating policy updates, notices, renewals and service information to enhance customer awareness and engagement.
• Maintaining accurate customer records, updating account information and documenting interactions in the CRM system.
• Supporting customer retention initiatives and identifying opportunities for cross-selling and up-selling relevant products.
• Analyzing customer feedback and complaints to identify trends and recommend service improvements.
• Collaborating with internal teams to improve workflow efficiency and enhance customer satisfaction.

Customer Service Representative - Startimes Media Kenya

(2023-04 - 2024-05)

• Provided excellent customer service in sales and after-sales situations, responded to general customer inquiries and complaints in time and resolved issues to satisfaction of customer based on company policy.
• Accurately responded to questions and assisted customers with product features, installation and setup and troubleshot and hardware operations.
• Maintained a professional appearance, behavior and conduct and effectively worked with peers in a team-focused environment.
• Sold multiple entertainment products and services as well as hardware systems and accessories.
• Assisted customers with their billing/payments needs and accepted payments.

Call Center Agent - Fourth Generation Capital Limited

(2022-09 - 2023-03)

• Listened attentively to customer or client complaints or concerns and responded promptly with a resolution according to company guidelines.
• Communicated with current and potential clients via telephone, online chat, or social media about their experiences with our services.
• Answered customer questions on accessing a product and provided loans advice.
• Suggested loan products and services to clients based on their requests and needs.
• Documented personal information to create, update/adjust customer accounts.
• Answered inbound calls or generated outbound calls in some cases cold calling.
• Maintained a courteous and calm manner to de-escalate stressful situations.
• Prepared call-related information for purposes of auditing and reporting.
• Provided feedback about any aspect of the customer's concerns.

Call Center Agent - IEBC

(2022-07 - 2022-09)

• Developed and maintained a comprehensive database of potential voters, ensuring accurate information for campaign communication and follow-ups.
• Collaborated with the IEBC's strategists to analyze voter demographics, enabling targeted outreach efforts and a more focused campaign approach.
• Implemented a feedback mechanism to gather insights from voters, providing valuable data for campaign refinement and issue prioritization.
• Managed inbound calls and outbound calls, routed calls to other team members and evaluated problems and complaints of the callers.
• Managed and updated customer databases, boosted customer loyalty and completed call logs and reports.
• Provided proper solutions and responded to the public and customers' needs.

Data Entry - Teachers Service Commission

(2021-03 - 2022-02)

• Transferred data from paper formats into computer files or database systems.
• Created spreadsheets with large numbers of figures without mistakes.
• Verified data by comparing it to source documents.

Office Admin - Nelka Investments Company

(2019-01 - 2021-01)

• Coordinated activities throughout the company to ensure efficiency and maintained compliance with company policy.
• Tracked and replaced office supplies as necessary to avoid interruptions in standard front office procedures.
• Created databases and records for financial, personnel and other information.
• Managed agendas, travel plans and appointments for upper management.
• Managed emails, letters, phone calls and other forms of correspondence.
• Submitted reports and prepared proposals and presentations as needed.
• Supervised members of the administrative staff to improve performance.
• Supported bookkeeping and budgeting procedures for the company.
• Assisted colleagues whenever there was an opportunity to do so.

Customer Service Officer - Elget Insurance Solution Limited

(2017-02 - 2018-12)

• Prepared documentation as per the standard service and transmitted claims documents to the relevant underwriter for processing.
• Collected full premium for all business and followed up claims with assessors and relevant garage for repairs.
• Prepared and dispatched renewal notices to clients and negotiated on renewal terms where applicable.
• Followed up on renewals and prepared timely and accurate quotations as required.
• Underwrote new and existing business and prepared motor certificates to clients.

Bachelor of Commerce - Finance Option - The University of Nairobi, Kenya (2012-09 - 2016-09)

Certificate in DOT reaches up - Entrepreneurship, ICT and life skills - Kirwara Youth Polytechnic, Kenya (2012-04 - 2012-04)

Certificate in Computer Packages - Kirwara Youth Polytechnic, Kenya (2012-01 - 2012-03)

Certificate in Microsoft Office - Kirwara Youth Polytechnic, Kenya (2012-01 - 2012-03)

Certificate in Financial Education for Women and Youth - Budgeting, saving, financial and banking services and debt management - Equity Bank (2012-03 - 2012-03)

Kenya Certificate of Secondary Education (KCSE) - Gakurari Secondary School (2008 - 2011)

Kenya Certificate of Primary Education (KCPE) - Giaturù Primary School (1999 - 2007)