Phylis Ruo

Experienced customer service Supervisor, with unmatched customer service record and successful strategic development, develops strong working relationships with teams to boost performance and meet obligations.

Customer service supervisor - Glamhome Agency limited

(2022-02)

• Coach Team members to deliver hospitable and professional service adhering to the companies service model
• Manage escalated customer complain with diplomacy, successfully deescalating situations ensuring satisfactory resolutions for involved
• Respond to customer queries and resolve complaints to establish and increase customer satisfaction
• Conduct individual evaluation performance metrics to identify areas of improvement to provide targeted coaching to boost results
• Create and prepare reports on customer service to the various departments
• Implement feedback system for customers to provide comments and suggestions to improve service

Unit manager - Madison Group

(2020-02 - 2021-12)

• Assisted in development and implementation of policies, procedures and regulations for unit operations
• Handled complaints form insurance company and immediately took steps for quick resolution and to prevent re-occurrence
• Maintained accurate documentation insurance agents activities and unit metrics for transparency and efficient reporting
• Promoted a culture of safety within the unit by enforcing strict adherence to protocols guidelines of the regulatory body

Client Relation/Office Administration - Madison Group - Moi avenue

(2019-01 - 2020-01)

• Improved client satisfaction by actively listening to their needs and promptly addressing concerns
• Supported company growth by collaborating with colleagues on new business development initiatives
• Resolved customer issues swiftly, fostering a positive client experience and promoting retention
• Enhanced overall productivity with effective scheduling, prioritization and resource allocation
• Identified potential sales opportunities within existing client base to support revenue growth objective
• Utilized CRM software to track client strategies and communication efforts

Customer Service Representative - Madison Group

(2015-05 - 2020-01)

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
• Handled customer inquiries and suggestion courteously and professionally
• Answered constant flow of customer calls with minimal wait times
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
• Participated in company product development committee ensuring customer friendly product from the company

Check off Administrator - Pioneer Assurance Company limited

(2013-11 - 2015-04)

• Managed office inventory levels ensuring adequate supplies were available while minimizing waste and unnecessary spending
• Entered and maintained departmental records in company database
• Generated reports to suggest corrective actions and process improvements
• Maintained accurate documentation of company policies and procedure for easy reference by all employees
• Served as liaison between department, fostering open communication channels that improved overall organization function
• Drove marketing initiatives to increase brand recognition, facilitate promotion and revenue

Bachelor of Arts - Sociology and Political science - University of Nairobi (2011-12)

Customer service excellence Training - College of insurance