Innocent Wanjiru

I have a diploma in dietetics management, examined by Kenya National Examination Council .I am also a certified customer service agent from Generation Kenya having worked in the e-commerce sector or the past 1 year.

May 2022–March 2023 Jumia online shopping Kenya

Customer service agent.

Roles

• Contacted at least 100 customers per day to verify account information and order details.
• Performed order verification, tracking, cancellation and refund processes while still on call.
• Applied highly effective selling skills while properly engaging and presenting solutions to customers,
• Sent emails to unreachable customers in regards to their order details and regularly checked for replies.
• Promoted major sell events to customers, products and capitalized on upsell opportunities.
• Sent confirmation emails to customers with ratings surveys to provide feedback on areas the company is doing well and areas of improvement.
• Provided excellent phone etiquette and followed the correct script that warranted a 98% average QA throughout my tenure.

Tele Marketing Agent

Roles

• Cold call people using a given phone directory to sell products or solicit donations.
• Answer incoming calls from prospective customers.
• Use scripts to provide information about product’s features, prices etc. and present their benefits.
• Ask pertinent questions to understand the customer’s requirements.

Shop Attendant

Roles

• Greeted customers on arrival to the shop and helped customers leading to positive customer relationship.
• Provided excellent customer service that resulted to repeat customer.
• Arranged the shop in an orderly manner hence appealing customers.
• Kept excellent transaction records for future reference
• Stayed up to date with the latest trends and advised accordingly.

Internship - Nutrition Department

Roles

• Did nutrition assessment, counselling, and support of malnourished patients.
• Did nutrition education of clients on specific topic base on identified needs.
• Supplemented malnourished clients.
• Kept records related to nutrition care for future reference

Cyber Attendant

Roles

• Provided excellent customer care hence creating customer rapport.
• Managed internet browsing and computer usage.
• Scanned, typed and printed documents hence more profits for the business.
• Kept daily records for future reference
• Maintained cleanliness and orderliness of the cyber.

Polling Clerk

ROLES

• Organized the polling place before the polls open.
• Identified voters electronically.
• Issued ballot papers to voters.
• Verified voters ID and voters card number in the register.

January 2022-February 2022 Generation Programme Kenya

Certificate in Digital Customer Service.

August 2018 Capital Computer College

Certificate in Computer Packages

May 2016 – July 2018 African Institute of Research and Development Studies

Diploma in Dietetics Management

January 2011- November 2014 Rafiki Foundation Schools

Kenya Certificate of Secondary Education