Tynesha Shangala

An accomplished Customer Service Professional with sound understanding and experience in call center operations, front office management, customer service, public relations, process documentation and reporting. I am dedicated in establishing productive and lasting customer relationships by providing service and support to surpass expectations.

Customer Excellence Associate Pet Store Kenya July 2022 – To date

Duties &

Responsibilities • Provide existing and prospective clients with product information by clearly explaining procedures; answering questions and queries; providing information in accordance with the Company’s policies andprocedures via telephone, social media platforms and face to face.

• Identify and escalate priority issues that need to be handled at a different level and do the necessary follow-up of customer concerns.

• Support performance improvement by capturing actionable feedback data during customer surveys.

• Troubleshoot Website Related issues and providing first-level resolutions to the customers.

• Make outbound callsto field agents to accurately collect feedback and assist them to resolve any challenges.

• Prepares meaningful reports that draw conclusions and identify customer service process gaps and recommend improvement in procedures.

Contact Centre Executive Harambee Co-Operative Savings & Credit Society March 2020 -March 2022

Duties &

Responsibilities • Managed large amounts of inbound and outbound calls in a timely manner.

• Engaged in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.

• Analyzed and escalated complaints, issues, and grievances to designated departments for investigation and response.

• Seized opportunitiesto upsell products when they arose.

• Retained and nurtured existing customers by ensuring customer satisfaction is met.

• Submitted a weekly ticket resolution report and provided reasonsfor unresolved escalations.

• Provided continuous statusinformation by making follow up callsto ensure customer satisfaction.

• Managed bulk SMS and Email communication.

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of product and services.

• Respond to scheduled posts on social media platforms, which enlightened audiences and promoted brandfocused message.

KCA University - Bachelor of Commerce-Finance, 2019 - 2022.

Kenya Utalii College-Certificate In Front Desk Operations 2018-2018.

KCA University-Diploma In Business Management 2016-2018.