Shelmith Migwi

I am a reliable and well-organized customer service professional with high integrity. I have great attention to detail and the ability to quick learn new working processes.

I am looking for a position where i can effectively contribute and add value to the organization through the application of my skills and experience whilst further developing my career and discovering my full capabilities and potential.

2018:2022 -Hamad International Airport-Doha

Job Title: Customer Service Executive

Main Achievement: Voted best-performing staff for four months consecutively between February and June 2021.

Main Responsibilities

• Resolve customers’ concerns and answer customers’ questions to the best ability.
• To manage people and timelines to achieve deliverables with accountability and ownership.
• Enabling Strategic Use of CEO time, Calendar Management.
• Boking air and ground transportation, hotels, and meeting spaces.
• Support programme staff with project budget management.
• Communicate, improve interaction, and escalate factors that impact Customer experiences to appropriate departments.
• Ensure Customer complaints are addressed appropriately and resolution given within Service standards
• Promotes and maintains a high-quality, professional, service-oriented company image among users.
• Participate in quarterly employee satisfaction surveys.

2016: 2018 -Star Times Media Limited

Job Title: Call Center Agent and Customer Service

Main Achievement: Achieved 97% average customer satisfaction rating in 2017, surpassing team goal by 12%

Main Responsibilities

• Obtaining client information by answering telephone calls and interviewing clients to verify information on the system.
• Manage customer relationship and documentation compliance and completion.
• Maintain the defined quality of customer service standards.
• Manage the customer contact queue and customer tolerance.
• Communicate and escalate factors that impact customer experience to the appropriate departments.
• Manage service delivery aligned to customer needs and business objectives. 
• Monitor and maintain facilities.
• Manage service delivery aligned to customer needs and business objectives. 
• Drive sales in the Walk in centers.
• Increase customer base by activating dormant customers. 
• Contribute to, monitor, and report daily productivity on all revenue-generating activities.

2017-2023 Kenyatta University Masters in Business Administration (Finance option)2011-2015 Dedan Kimathi University of Technology Bsc. Actuarial Science2014 -2017 Achievers College of Professionals

CPA part II

2007 - 2010Chogoria Girls High School