Rhoda Khavai

CUSTOMER SERVICE | INFORMATION TECHNOLOGY

Customer Service and Information Technologyprofessional experienced in drivingorganizational growth and profitability through implementing strategies that enhance customer acquisition, brand loyalty, and maximization of customer value as well asproviding efficient ICT solutions.Professional experience includes serving as Customer Service Representative with Influx Inc., as Call |Tele sales

Agent with Jumia Group PLC.,as well as a Call Center Agent with Calltronix Ltd.,among other roles.

Proven experience in handling clients' queries and resolving complaintswithin set timeframes and

Service Level Agreements (SLAs), informing customers on the company's products and services, as well as increasing revenue by identifying and maximizing cross-selling and upselling opportunities.

Exceptional skills in customer service, interpersonal relations, and communication both oral and written.

Influx Inc.

Customer Service Representative (Remote), October 2020 to date.

In this capacity have among other things:

Increased volume of sales and brand loyalty by maintaining a positive, professional, and empathetic attitude toward clients at all times.

Effectively built the capacity of Junior Customer Service Agents through orientation, training,

and providing mentorship to effectively handle customer inquiries and complaints.

Reduced chances of loss by ensuring adherence to standard operating procedures in the processing, issuance, and reconciliation of tickets with the use ofthe CRM system.

Improved productivity and attainment of set targetsby encouraging and contributing to clear and open communication, as well as explaining complex matters in an informative, inspiring,

and motivational way.

Jumia Group PLC

Call | Tele Sales Agent, August 2018 –September 2020

Enhanced clients' experience by guiding callers through troubleshooting, navigating the company site, and using products and services with ease.

Widened profit margins through generating sales leads and maximizing opportunities to cross sell and upsell products when they arise.

Efficiently handled customer inquiries, and ensured full resolution of complaints to customer satisfaction.

Increased overall operational efficiency by providing exceptional support to managers and co workers.

Calltronix Ltd

Call Center Agent, August 2017 –July 2018

Ensured that clients were not inconvenienced by utilizing and managing information and communication technologies to handle high volumes of calls.

Providedexcellent customer service to clients and handledqueries and requests with professionalism, and patience. Integrity and attention to detail.

Effectively handled tasks assigned to me including opening and closing out call records, and following communication scripts when handling different topics.

Resolved client complaints through inbound and outbound calls, as well as handled queries and provided feedback through social media channels.

Bachelor of Arts in Information Technology

Mt. Kenya University, 2017.

Certificate in Leadership and Management.

Kenya Institute of Management, June 2019 December 2020.

Customer Service Apprentice Program

Influx Inc, 2021.

International ComputerDriving License (ICDL)

East Africa Institute of Certified Studies,