Laura Vihenda

Customer Care Specialist with 3 years of extensive experience in providing exceptional customer service in diverse industries. Skilled in resolving inquiries and complaints promptly, ensuring high levels of customer satisfaction. Collaborated with teams to streamline processes, resulting in improved efficiency.

Proven track record of fostering positive relationships with customers, leading to increased retention rates. Looking to utilise my customer-centric approach and problem-solving skills in a dynamic customer care role to drive customer loyalty and contribute to company success.

Sales Representative Remote Telesales Agent at Halisi Labs (2024-12 – Present)

• Deliver outbound and inbound sales support to a high-volume customer base, consistently meeting or exceeding daily and monthly sales targets.
• Manage the full sales cycle remotely, from prospecting and lead qualification to closing, leveraging CRM systems and virtual communication tools.
• Demonstrated strong remote communication and rapport-building skills, fostering customer trust and driving repeat business.
• Utilized data-driven insights and customer feedback to tailor sales strategies, resulting in a measurable increase in conversion rates.
• Maintaining high standards of self-discipline, time management, and productivity in a remote environment, contributing to team success.
• Collaborated with remote colleagues and management through digital platforms (Zoom, Slack, CRM dashboards) to share best practices and refine sales techniques.

Customer Support Representative at Summit Technical College (2022-06 – 2024-10)

• Provided prompt and courteous assistance to customers via phone and email, resolving inquiries and complaints effectively.
• Identified and escalated complex issues to supervisors for timely resolution, ensuring customer needs were met.
• Delivered detailed information about products and services, assisting customers in making informed decisions.
• Maintained accurate records of customer interactions and transactions, ensuring data integrity and compliance.
• Demonstrated strong problem-solving skills and a commitment to customer satisfaction in a dynamic call centre environment.
• Collaborated with the IT team to troubleshoot technical issues, reducing downtime by 20%.
• Assisted in the development of customer support guidelines, improving team efficiency by 15%.

Customer Service Specialist at Shiv Insurance Brokers Limited (2022-01 – 2022-05)

• Effectively managed security and telecommunication systems, ensuring a safe and smooth working environment.
• Addressed client queries and concerns in a timely and courteous manner, maintaining a 90% customer satisfaction rate.
• Transferred calls to appropriate staff members and ensured messages were relayed accurately, facilitating efficient communication.
• Maintained a high level of organisation and attention to detail in handling administrative tasks.
• Demonstrated strong communication and interpersonal skills in interactions with clients and colleagues.
• Improved efficiency by implementing new administrative processes, reducing processing time by 15%.
• Collaborated with team members to develop training materials, resulting in a 20% increase in employee productivity.

Customer Care Representative at Medris Cheesy And Marinates (2021-08 – 2021-11)

• Successfully resolved customer inquiries and complaints, maintaining a 90% satisfaction rate.
• Provided detailed product information, resulting in a 15% increase in average order value.
• Followed up with customers to ensure satisfaction and encourage repeat business, contributing to a 20% increase in customer loyalty.
• Processed orders accurately and efficiently, ensuring timely delivery and customer satisfaction.
• Maintained product displays and merchandising to attract customers and drive sales.
• Demonstrated adaptability and problem-solving skills in a fast-paced retail environment.
• Collaborated with the marketing team to develop promotional strategies, resulting in a 25% increase in sales revenue.

Customer Care Specialist at Mount Care Medical Centre (2020-02 – 2021-07)

• Enhanced patient satisfaction by streamlining appointment scheduling processes, resulting in a 20% reduction in wait times.
• Implemented a new patient record management system, leading to an improvement in record accuracy.
• Resolved patient inquiries and concerns promptly, maintaining a 95% satisfaction rate.
• Facilitated smooth patient admissions and discharges, ensuring a seamless healthcare experience.
• Fostered positive relationships with patients, contributing to a 25% increase in patient retention.
• Collaborated with healthcare providers to address patient needs effectively, improving overall patient care outcomes.
• Maintained a welcoming and organised reception area, creating a positive first impression for patients and visitors.

Certificate in Health Records and Information Technology – Kenya Medical Training College (2017 – 2019)

Certificate in Kenya Certificate of Secondary Education – Goibei High School (2012 – 2015)