Belinda Kalou

Belinda Kalou Customer Service Representative Profile Details Experienced and skillful Customer Service Agent providing high-quality service to clients. Adept at following communication scripts to properly handle various needs in a poised and professional manner. Proven track record of serving as an effective liaison between companies and their potential and current clients. Works to keep and increase customer satisfaction with every phone call. Understands the importance of delivering the mission of a brand with each and every action and interaction that takes place involving customers. 00100,Embakasi NAIROBI, 00100 KENYA-- Employment History Nationality Customer Service Representative at Vantage Africa School of Leadership , Nairobi March 2022 — October 2023 • Maintained effective client relationships, ensuring client satisfaction and loyalty both locally and internationally. • Developed a customer service training program that improved customer service representatives' ability to handle customer inquiries • Developed customer service scripts to ensure consistent customer service across all customer service channels • Analyzed customer service data to identify and address customer service issues, resulting in improved customer experience • Resolved customer complaints in a timely and satisfactory manner, resulting in an increase in customer loyalty. • Used customer relationship management (CRM) systems to accurately track and manage customer data. • Handled high volume of customer inquiries in a professional and timely manner, resulting in an increase in customer satisfaction ratings • Developed and implemented a customer retention program that resulted in a decrease in customer churn • Developed customer service surveys to gain insights into customer satisfaction and identify areas for improvement • Analyzed customer service data to identify trends and suggest improvements to customer service processes Customer Service Representaive at Horizon Contact Center, Nairobi February 2018 — November 2020 • Worked to achieve high customer satisfaction rates by providing optimal customer service. • Helped to increase customer return rates by providing excellent customer service at all times. Date / Place of birth 21/11/1993 NAIROBI KENYAN Skills Effective Time Management Adaptability Communication Skills Multitasking Skills Excellent Communication Skills Ability to Work in a Team Languages English Swahili Hobbies Swimming, Traveling, reading • Brought forth excellent customer service skills and a commitment to customer satisfaction. • Discussed promotions, products, and anything pertaining to better and more satisfactory service for the customer. • Redirected calls as needed and worked with my supervisor to address any outstanding issues or concerns. • Accurately verified information and updated information databases as necessary. • Kept records, calendars, and company information accessible. • Built a strong working knowledge of company procedures and protocols. • Provided customers with quality assistance through phone calls, emails, and internet chats. • Answered phone calls and provided callers with pertinent information and assistance. • Developed sales campaigns and made calls to potential customers. • Developed a strong working knowledge of products and offerings. Education Diploma, Rift Valley Technical Training Institute, Eldoret September 2013 — November 2022 Graduated with Diploma in Nutrition & Dietetics Management Certificate , St Francis Girls High School , Eldoret January 2009 — November 2012 Graduated with Certificate References Human Resources from Horizon Contact Center-·- Benson Kiarie from Vantage Africa School of Leadership-·-