Rose Mulu

Contact centre officer

Talent

Nairobi, Nairobi AreaMember since January 28, 2023

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About

Professional Summary

Highly skilled and meticulous contact centre officer with a superb record of customer satisfaction and successful sales. Adept multitasker able to address multiple customer with highest degree of professionalism and accuracy. Flexible scheduling availability to include evenings weekends and some holiday

Core Qualifications

1.Extensive call centre representative experience

2.Strong familiarity with product information to inform customers

3.Exceptional skills in logging numbers accurately

4.Outstanding skills in verifying product pricing

5.High creative thinking and customer service skills

6.Superior record of closing telephone sales

7.Excellent proficiency with MS Office suite

8.Sound bilingual abilities in English.

Experience

I am a personable and proactive Contact Center Representative with over 3 years of experience working for Microfinances. My expertise is in customer service, sales, and level 1 technical support.

In my current role, I field 70 to 100 inbound calls per day. I take pride in representing my employer and make it my mission to leave customers happy when they hang up the phone.

Over the years I have mastered conflict management. I know how to de-escalate calls in a way that builds a positive customer experience.

When dealing with customers, it is important to remember that you never know their story. Each time I am on the phone, I remember that it doesn’t matter if they are a one-time customer or a loyal follower. Everyone is equally important to us.

I pride myself on my stellar communication skills. I am diligent when it comes to documentation and I am adamant about learning new techniques to help me progress in my career.