Patience Mwiti

A highly motivated, customer focused and results driven Customer Service and Operations professional with over 12 years of experience in delivering exceptional customer service while optimizing operational processes. Skilled in streamlining workflows, improving team efficiency and ensuring seamless customer interactions, resolving complex customer inquiries, building strong client relationships and improving satisfaction scores. Adept at managing daily operations, overseeing service teams, and utilizing operational tools to meet customer needs and business objectives.

Passionate about delivering high quality service. Looking to leverage expertise in customer service and operational management to support a company's growth and success.

Customer Service Representative and Sales attendant at Nemuwa Stores (Cereal Retail & Wholesale) (2022-10 – 2023-01)

• Served as first point of contact for customers in the store.
• Provided first level support for customers by assessing their needs and assisted in locating the right products for them.
• Achieved customer satisfaction by consistently providing high quality and responsive support by answering questions, providing information, and resolving issues in a timely manner.
• Digital Marketing of the products on the digital platforms.
• Operated POS system efficiently to process transactions, ensuring accurate billing and cash handling.
• Maintained store appearance by organizing shelves, creating attractive displays and ensuring product availability.
• Processed online orders and ensured they were delivered on time.
• Assisted in stock management, including inventory counts and replenishing stock, ensuring product availability.
• Processed customer transactions, returns and exchanges while ensuring adherence to store policies.

Customer Service and Operations Manager at ECS LTD (2010-02 – 2022-02)

• Managed daily operations, ensuring that customer service teams met performance targets while maintaining high service standards, inventory control, order processing and ensured timely deliveries to customers.
• Handled inbound and outbound customer inquiries daily, resolving issues and providing product information via phone, email and Live Chats.
• Achieved customer satisfaction score by consistently meeting Service Level Agreements(SLAs) and resolving issues within target response times.
• Reduced customer complaints by implementing new feedback channels.
• Trained new team members, increasing department efficiency.
• Boosted Customer retention through personalized follow ups.
• Followed up with clients after resolving issues to ensure satisfaction and encourage feedback.
• Consistently exceeded customer service KPIs, improving first call resolution rates and reducing call handling time.
• Collaborated with cross-functional teams (technical support) to identify and implement solutions to common customer concerns to enhance customer experiences and operational processes.
• Increased customer engagement by providing tailored product recommendations, boosting average order value.
• Upsold products to customers achieving an increase in sales revenue for the department.
• Identified operational inefficiencies and implemented process improvements that increased team efficiency and reduced response times.

BSC in INFORMATION TECHNOLOGY – Jomo Kenyatta University Of Agriculture And Technology (2009)