Barbara Nyanga Omondi
Customer Service Representative
Tel: -│ Email:-CAREER PROFILE SUMMARY
A proactive professional experienced in managing and analyzing customer requests to resolve issues
accurately and in a timely manner in order to win customer loyalty. This is made possible by my ability to
thoroughly understand products which results in better response to enquiries. I bring on board the
following competences; customer service, business development, administration, hospitality and
relationship management. A polite, well-spoken and hardworking individual with experience of working in
a busy environment looking after the needs of patrons. Attentive at all times with a willing and helpful
manner that is required to answer phone calls, taking reservations and prepare bills. Always approachable,
cheerful and possessing good observation skills as well as the ability to work alone or as part of a team.
Moreover, I am also proficient in handling numerous operations with minimal supervision. I am looking to
work with a company where I will exploit my customer service expertise and as a result contributing to
more business acquisition.
EDUCATION AND PROFESSIONAL BACKGROUND
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2020 – 2021 Certificate in Computer Studies; World International College – Nairobi
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2015 – 2018 Kenya Certificate of Secondary Education; State House Girls’ High School - Nairobi.
KEY SKILLS AND COMPETENCIES ACQUIRED
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Customer Relations: Adept with managing customer service operations and providing proactive
customer engagement through reviewing customer issues and proactively recommending solutions
tailored to suit their needs.
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Relationship Management: Ability to establish and facilitate the growth of strong relationships
with current and potential clients by interacting with them through presentations and one on one
interactions to meet their needs.
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Administration skills: I am proficient in handling administration duties some of which include;
maintaining office systems, including data management and assisting in making budget
preparations.
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Communication: Ability to relate well with everyone in a confident and professional manner
ensuring that I appeal to what moves them and capable of good interaction with clients and
colleagues.
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ICT Competence: Good command of Microsoft Office tools, Internet and Emails.
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Organization and delegation: Can juggle multiple responsibilities and manage your own
workload, attend meetings and training sessions, carry out appraisals and review company policies.
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Forward planning and strategic thinking: Involved in setting priorities in line with company
goals, reviewing systems and policies, and attending training
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Problem solving and decision making: Able to quickly weigh up the pros and cons of a situation
and make an informed decision.
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Commercial awareness: I have an understanding of the marketplace in which a business operates
and what it is that makes a business successful is essential.
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Relationship Management: Highly skilled in building relevant and workable relations with
colleagues, supervisors and other key stakeholders.
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Conflict management and problem solving: Experienced in acting as an impartial mediator in
disciplinary procedures and ensure it is administered in a fair manner and meets all legal and
labour regulations and requirements.
WORKING EXPERIENCE
Aug 2021 – Sept 2023 Customer Service Attendant, Nairobi West Hospital (volunteer) Key contributions
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Helped to increase customer return rates by providing excellent customer service at all times.
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Responded to customer requests offering excellent support and tailored recommendations to
address needs.
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Worked to ensure a positive and hassle-free environment
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Greets patients or their families and finds out the nature of their enquiry.
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Provides information to assist patients or refer them to appropriate contact, either in the
organization or elsewhere.
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Advocate Patients’ and their families’ rights and responsibilities, confidentiality, information and
education.
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Develops and maintains the feedback/complaint procedure for customers to use.
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Communicates all information to Floor Supervisor on daily basis.
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Expedites flow of visitors/patients and ensure that each person receives outstanding customer
service by providing a friendly environment.
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Provides Information about medical insurance coverage to patients and check the same diligently
before sending the patient to the doctor.
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Investigates patient/visitor concerns and implements appropriate courses of action.
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Keeps accurate records of discussions or correspondence with customers.
May 2021 – Aug 2021 Receptionist, Brooklyn Training Institute Key contributions
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Responded to inquiries from callers seeking information.
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Restocked supplies and submitted purchase orders to maintain stock levels.
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Corresponded with clients through email and telephone
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Interacting with teachers and other staff members to answer questions or resolve issues
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Providing administrative support to the school by managing its calendar
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Collecting and distributing mail and messages to teachers and staff members
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Answering phones and greeting visitors when they arrive at the school office
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Maintaining school records such as class rosters and student transcripts
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Handling cash transactions such as collecting and issuing fees receipts
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Providing basic customer service such as answering phones, greeting visitors, and scheduling
appointments
REFEREES
Caroline Murigi
Nairobi West Hospital
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Carolyn Muchendu
Brooklyn Training
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