Helen Achieng

Resourceful and a dedicated Customer Care Executive with 4 years' experience with excellent analytical skills. I have demonstrated high commitment to providing great guest/customer experience and support. Strong organizational ability with proven success in managing all types of guests/customers. A professional team player dedicated to continue providing the best guest/customer handling at all times.

CUSTOMER SERVICE REPRESENTATIVE - Influx - Nairobi, Nairobi Province, Kenya (Remote)

(2023-02)

• Upholding all the set standards to ensure great guest/customer handling at all times.
• Updating guests/customers accurate information on the CRM using Zendesk.
• Providing the right information to guests/customers during the onboarding process.
• Updating the guests/customers records within the CRM for future reference.
• Handling the guest/customers feedback, complaint or inquiry professionally at all times.
• Coordinate effectively with peers and managers to ensure great guest experience.
• Update the client's information on the CRM by using Zendesk.
• Escalating the guests/customers unresolved issues to the relevant departments.
• Updating the customers shift logs and updating the payroll.
• Confirming the health care workers booked and canceled shifts.
• Calling facilities to confirm bookings on their calendar.
• Uploading timesheets on behalf of the health workers.
• Offer support to health workers by advising them on the nearest healthcare facilities.
• Help customers to understand the importance of booking for shifts via the APP.

TELESALES EXECUTIVE - Acetek Software Limited - Nairobi, Nairobi Province, Kenya

(2021-04 - 2023-01)

• Telesales for SAP Business One Accounting Software Solution to prospective clients
• Generating leads of prospective clients and updating on the CRM for making cold calls.
• Cold calling clients and booking meetings on behalf of the business development manager for pitching and demonstration to the IT manager.
• Replying to emails and sending invites to clients for both inquiries and follow ups
• Updating the clients' information on the CRM by putting the right telephone number, position of the client and the active email address used.
• Doing follow up on meetings both attended and missed to see the way forward
• Organizing of promotions and business advertising.
• Review of monthly meetings and reports so as to see the general performance.
• Presentation of different SAP Business 1 uses to new and old clients through cold calling.
• Listening to clients' grievances and making sure all problems are solved by the consultants.
• Attending expos to engage prospective clients by giving them brochures and exchanging business cards for further follow ups.

CUSTOMER SERVICE REPRESENTATIVE (INBOUND) - Horizon Contact Centre (DSTV and GOTV Multichoice Brands) - Nairobi

(2017-06 - 2020-03)

• Handled at least 20 inbound calls by effectively listening to Guests/Customers and coming up with the best possible solution for the issues raised.
• Customer education at the end of the call of the self-service options available improving brand usage experience for customers.
• Made reasonable procedure exceptions to accommodate unusual customer requests.
• Handled guests/customer complaints, provide appropriate solutions and alternatives within the time limits, follow up to ensure resolution.
• Addressed all guest/customers queries in a polite, accurate and timely manner while maintaining a quality score of 95% and above.
• Worked productively to determine the needs of guests/customers and fast track solutions to those needs.
• Entered customer interaction details in subscription management software to track, request, documents problems and record solutions offered for future references in case a customer returned.
• Aimed to keep customers satisfied and renewing their subscription.
• Collected the voice of customer (VOC) and, made suggestions to team leader on duty to improve service delivery.
• Operated in dynamic high-volume environment to provide skilled assistance to more than 140 customers each day with a sense of calm and good ethic.
• Handled at least 18 multi-platform interactions every hour and hour and following up escalation to ensure timely feedback.

Bachelor of Science - Accounting - Makerere University (2016-01) Kampala

Uganda Advanced Certificate of Education - ST. Lawrence Secondary School (2010-12) Ssonde

Uganda Ordinary Certificate of Education - Wanale View S. S (2009-11)