Asina Ibrahim

 - - asinaibrahim Asina Ibrahim Customer service support Kenya As a dedicated customer service representative with more than 4 years experience, I excel in fostering positive customer relationships and resolving issues efficiently. With a strong foundation in communication and problem-solving, I take pride in my ability to enhance customer satisfaction and contribute to team success. My experience in high-volume settings has equipped me with the skills to perform under pressure while maintaining a friendly demeanor. Experience Jan 2024 – Present CELLER CORPORATE LIMITED USA Call centre agent/Customer service associate ‎ Exceeded monthly sales targets by an ✓ average of 20% through effective cross-selling and up-selling techniques. ‎✓Reduced average call handling time by 15% by implementing a quick-reference knowledge base. ‎✓Achieved a 95% customer satisfaction rating by consistently resolving customer issues efficiently and empathetically. ‎AT&T ‎✓Assisted an average of 150 customers per day, securing a 90% first-call resolution rate. ‎✓Consistently ranked in the top 5% of agents for customer satisfaction and issue resolution. ‎✓Reduced call handling time by 15% by adopting new call scripting techniques. ‎✓Increased sales by 20% through effective cross-selling and up-selling. ‎ Powered by Jan 2021 – Jun 2023 ASCOL TRADING LIMITED Kenya Customer service support/sales associate ‎ Product and service knowledge: ✓ ‎Increased customer engagement by 22% by explaining and promoting company's products and services to customers based on their needs. ‎✓Awarded "Employee of the month" recognition 2 times during the period I worked in the organization for exemplary performance. ‎✓Handled customer interactions using CRM software to document and resolve issues.This helped in reducing losses by 7% by tracking customer's performance ‎✓Answering customer inquiries regarding products, store policies, and services.This helped reduce FAQ on our portal by 15% ‎✓Providing knowledgeable and helpful responses to enhance satisfaction by customers and improving our sales by 42% ‎✓Operating the point-of-sale system, processing payments, handling returns, and managing customer transactions efficiently and accurately. ‎ May 2016 – Nov 2020 Teller/customer Service Representative Standard chartered bank Kenya ‎ Problem-Solving Skills. ✓ ‎I address and resolved customer complaints or concerns in a professional and timely manner which resulted to 33% of customer satisfaction ‎✓Clear Communication. ‎I gained skills on Processing/exchanging ideas, thoughts, opinions, knowledge,and learnt with clarity ‎✓Friendly Attitude. ‎Having an approachable body language enabled me to be dependable withclients for any clarity regarding our products/pricing or services.This efficiency helped solve daily queries by 20% ‎✓Empathetic ‎My positive and empathetic attitude toward customers and remain calm ‎and composed in difficult situations helped me to bring customer satisfaction by 43% and increased sales through referrals ‎✓Business Acumen. ‎My personal initiative of staying up-to-date helped me to train over 15 new staffs on industry trends and best practices in customer service like using CRM system efficiently and effectively. ‎✓Product/Service Knowledge. ‎Maintaining a high level of company product knowledge to effectively answer customer queries helped my dashboard to improve by 17% per quarter Powered by Education Aug 2009 – Dec 2013 Business Administration Maseno University-Kenya Second class honours- Feb 2004 – Dec 2007 Kenya National Examination Council Mama Ngina girls National school Mombasa Mean grade A- Languages English Strengths Analytical Communicative Empathetic Problem-solver French Kiswahili Resilient Hobbies Charity documentary Reading Running References Collins Lisievi Rut h Yat oi Director - ASCOL TRADING LIMITED Manager-Credit department Standard chartered bank-Kenya -- - - Powered by Links  asina-njuani-b7  View Profile Powered by