Customer Excellence Associate
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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.
