Benson Karimi Gichuki

Nov 2021 Gichuki, Benson Karimi Curriculum Vitae Gichuki, Benson Karimi -|- Nairobi Kenya- PROFESSIONAL SUMMARY A dedicated and industrious customer service champion with over 7 years' experience in the customer service industry. Proven track record in resolving and reducing customer complaints and meeting customer service level expectations with caring approach to handling diverse needs. Work quickly to address simple problems and use excellent follow-though to manage complex concerns. I am seeking a position in Customer Service where my extensive experience will be further developed and utilized in accomplishing the ultimate marketing goals of the Organization. Experience Copia Kenya Ltd May 2020 to March 2021 As a Senior Customer Care Associate at Copia Kenya, I was tasked with calling both customers and receiving agents to ensure that every order was delivered to the most convenient agent as per the customer’s wishes. Here’s a breakdown of my duties in this capacity: > Handling outbound calls to agents to confirm that they are willing to receive an order on behalf of the customer. > Handling all incoming or outgoing customer communication from Copia Agents & Customers through phone, SMS, ticketing system {Freshdesk}, web chat and emails. > Updating Agents & Customers on delayed deliveries/and or non-deliveries with clear timelines on expected delivery timelines. > Identifying reasons behind service breakdowns during the customer journey {returns, agent unavailability, order cancellations} and attempt service recovery by calling affected Agents and Customers and offering proactive solutions. > Solving Escalated tickets within the organization through Freshdesk that cannot be solved immediately. Making calls to potential customers to locate a Copia Agent nearest to them. > Following up on Agent & Customer issues and ensuring timely feedback to all concerned parties on progress and resolution. > Verifying and logging high volume of data each day, tracking account payments, updating personal information, and order details. > Returning every call or email before end of each day, maintaining both speed and professionalism. > Handling outbound calls to customers to get the details of the agent who the customer prefers to collect their order from. In some cases where we are able to make delivery to the customer’s home, I was required to collect the precise direction route so as to guide the delivery team. > I was tasked with the duty of training a new associate on how to go about assigning an order to an agent. 1 Gichuki, Benson Karimi -|- Nairobi Kenya-> I was feted as one among the top 4 associates in the entire customer care department for 4 weeks straight. To appear in this list, you had to score highly in your call quality analysis, productivity, occupancy, number of calls answered, and the internal quiz. Junior Transportation & Disposal Project Manager internship, Nairobi January 2018 - January 2019 As a Junior Transportation & Disposal Project Manager, I am involved in transport-related programs and projects that Develop and enhance relationships with clients through project delivery. My duties in this capacity include: > Leading daily Health & Safety meetings. > Coordinating with the client and subcontractors on any required track repair, inspections or maintenance. > Documenting and inspecting incoming trucks. > Assisting, mentoring and managing a small team on-site. > Managing procurement and maintaining inventory of materials. > Conducting documentation and inspection of loaded outgoing trucks. > Completing and reviewing manifests, bills of lading, and other documentation for shipments. > Managing a fleet of transport trucks by Communicating with the railroad to schedule pick up/drop offs. > Communicating with trucking companies to ensure shipping volume commitments are met > Communicating/coordinating all project information with project manager > Maintaining spreadsheets and daily reports. > Performing other duties as assigned. TLS Contact Ltd. – Nairobi, Kenya December 2015 - December 2017 During this period, I have been working as An Operation Agent. My duties in this capacity include: > Greeting customers warmly > Resolving service problems by determining cause of the problem, clarifying customer complaints and finding the best solutions to solve the problems > Meeting both team and personal sales targets. > Acting as a company gate keeper and providing good image of the organization. > Marketing company's services to clients. > Handling customer enquiries via phone, email and on face-to-face interactions. > Preparing service reports by collecting and analyzing customer information. > Handling clients' documents with utmost discretion and assisting with placement of orders and refund processes. 2 Gichuki, Benson Karimi -|- Nairobi Kenya-> Providing additional support and technical knowledge to the agents to improve performance by highlighting concerns that impacts team performance JUMIA KENYA, Nairobi December 2014 - August 2015 As a customer service associate /Customer Satisfaction/Team captain, I have been handling inbound communication from Jumia client chain who are mainly customers, partners, and couriers. My main role in this capacity is to help clients who have complaints, requests, and questions, as well as offer them information regarding products and services offered by Jumia with an aim of cross-selling, upselling, or both. In doing so, I play my role in ensuring client retention and growth, thereby boosting sales. My duties in this capacity include: > Providing customers with technical support using the procedures created with company products. > Suggesting solutions to customers in a positive manner. > Giving customers information about company services and products > Handling difficult and aggressive customers in a professional manner Managing detractors under Net Promoters Score by getting feedback from customers from their ratings of their experience with the company and relaying to the respective departments for respective action. Team captain Duties include: > Providing additional support and technical knowledge to the agents to improve performance Highlighting concerns that impact team performance > Assisting Team leader to ensure quotas for service volume and timeliness are met. > Prepare monthly, quarterly and annual sectional reports. CCI Kenya Formerly DIRECT CALL LTD – Nairobi November 2013 - November 2014 As a Call Center Agent at CCI Global, I have been handling inbound communication from Zuku clients. My main role in this capacity is to help clients who have complaints, requests, and questions, as well as offer them information regarding products and services offered by Zuku with an aim of cross-selling, upselling, or both. In doing so, I play my role in ensuring client retention and growth, thereby boosting sales. My duties in this capacity include: > Responding promptly by answering/resolving customer inquiries and complaints. > Providing customers with technical support using the procedures created with company products. > Suggesting solutions to customers in a positive manner. > Handling difficult and aggressive customers in a professional manner and giving customers information about company services and products. E-care/Activations department Duties Include: > Resolving escalated tickets raised on the company CRM database effectively 3 Gichuki, Benson Karimi -|- Nairobi Kenya-> > > Providing additional support and technical knowledge to the agents to improve performance providing actionable data to various internal support groups as needed. Monitoring emails and customer contacts. exceeding customer expectations through effective management of communications, conflict resolution, and compliance on deliverables KENCALL EPZ LTD CALL CENTER – Nairobi, Kenya February 2011 - July 2013 As a Customer Care Associate at KENCALL EPZ Kenya, I was tasked with calling both customers and receiving agents to ensure that every order was delivered to the most convenient agent as per the customer’s wishes. Here’s a breakdown of my duties in this capacity: > Handling customer questions and complaints via diverse channels, including Emails and Calls. > Providing customers with technical support using the procedures created with company products. > Suggesting solutions to customers in a positive manner. > Giving customers information about company services and products. > Registering and recording queries and key details into online data base > Handling difficult and aggressive customers in a professional manner and Working with administration: escalating complains to the designated resource by communicating with internal departments As a Quality analyst my duties includes: > Using quality monitoring data management system to compile and track performance at team and individual level. > Providing actionable data to various internal support groups as needed. > Coordinating and facilitating call calibration sessions for assigned agent group providing feedback to call center team leaders and managers. > Providing customers with technical support using the procedures created with company products. Education Kenya Institute of Management, Narobi, Kenya. June 2011 to December 2012 Diploma In Business Management Alison courses. Diploma in Customer service Gituru High School, Thika, Kenya. 2005 to 2009 4 Gichuki, Benson Karimi -|- Nairobi Kenya-Kenya Certificate of Secondary Education Skills > > > > > > > > > > > > Trained on offering professional customer service to clients and good public service. Able to analyze communication materials Customer service Call center operations and Database Management Conflict resolution Professional telephone demeanor Complaint resolution Customer Relations Team Leadership Skills in public and customer service. Excellent writing, communication skills and public relations skills. Ability to work in and adapt to a challenging and demanding environment. Proficient in most computer applications. Including Microsoft Office,Excell and Most CRM• Referees Please feel free to contact the under mentioned in regard to my competence, work ethic, performance and/or any other aspect with respect to me: Rosemary Nyambura Customer Care Manager Copia Kenya Ltd. -- Fredrick Gitahi Operations Manager TLS Contact Kenya Limited -- Collins Agai Customer Care Manager -- 5