Extremely motivated to constantly develop skills and grow professionally. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Pristine Finance Ltd
07.2023 - 09.2024
Managed approximately 30 incoming calls, emails, and faxes per day from customers
Provide quick resolution and excellent customer service to
ensure all queries are handled professionally.
Follow up and provide end-to-end feedback to the customers.
Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Coordinating and collaborating with other departments and
vendors for holistic request fulfillment.
Analyzing common complaints, and problems and keeping
updated logs of all logged issues.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
International Relations Office (Internship)
ESDi -ESDI Escola Superior De Disseny
01.2018 - 05.2018
Edited the University's English website
Managed Erasmus students' applications
International Networking for possible collaborations, managed to establish 2 from China
Did Market and competitor analysis for the university and came up with strategies to keep ahead of them
Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
Sorted and organized files, spreadsheets, and reports.
Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
Executive Secretary
Karatina University
10.2010 - 09.2017
Management of appointments for the Deputy Vice-Chancellor
Assisted in preparation of financial reports, budgeting and forecasting for executive office.
Supervision of junior staff - office of the Deputy Vice-Chancellor
Overseeing service delivery as per the university's service charter
Strengthened relationships with clients through attentive service and prompt issue resolution.
Overseeing the adoption of cost-cutting practices which lead to cutting expenses by more than 1/3.
Data analysis - customer feedback, complaints, and compliments for evaluation and continuous improvement
The team Leader our office in complying with ISO standards which led to University being ISO 9001:2015 certified
Handled confidential information in professional manner.
Maintained strict confidentiality in all aspects of personal, financial, and corporate information.
Responded to emails and other correspondence to facilitate communication and enhance business processes.
Served as a liaison between executives, staff members, clients, and stakeholders to maintain effective communication channels.
Answered high volume of phone calls and email inquiries.
Education
Certificate - Office Administration
Monlau Centre
Barcelona, Spain
07-2024
MBA - Data Use in Bank Marketing
Autonomous University of Barcelona
Bellatera, Barcelona-Spain
10.2018
Bachelor of Management and Office Administration - Analysis of factors affecting staff training in a learning Institution
Mount Kenya University
Kenya
06.2016
Diploma in Secretarial Studies - How office layout affects staff performance
Nkabune Technical Training Institute
Kenya
01.2000
Skills
Exceptional communication and networking skills
Ability to work under pressure and multi-task
Ability to follow instructions and deliver quality results