Beritha Winnie Mtei

CONFIDENTIAL BERITHA WINNIE MTEI P.O.BOX- ⚫ ELDAMA RAVINE ⚫ - ⚫- Personal Profile • A hardworking, self-motivated, and resilient lady with an outgoing personality and an excellent communicator who enjoys meeting challenges and seeing them through while remaining confident and good-humoured under pressure. Quick to learn, with the ability to adapt well to new situations and to work as an effective team leader and member in multicultural environments Career Objective • I am keen to proactively work, develop, and empower myself and fellow colleagues towards attaining an outstanding performance in the provision of excellent customer experience. Skills and Expertise • • • • • • Excellent communication and presentation skills Proficiency in Zendesk, Five 9, Confluence, Slack and MS Office Creativity and good problem-solving abilities. Organization and time management skills Excellent analytical skills Detail oriented Education Kenya Coast National Polytechnic January 2016 – November 2018 Diploma in human resource management. Mahoo Girls High School- Kenya Certificate of Secondary Education. Professional Experience September 2022 to Date. INFLUX – Customer Service Agent • • • • • Providing support to healthcare professionals via chat, phone and email. Coordinate effectively with peers and managers. Verifying Health Care professionals’ documents and validated eligibility to book shifts with Health Care Facilities. Contribute to a high-performance and workplace culture. Maintain a positive, empathetic, and professional attitude towards customers at all times. Achievements in the role: • Maintained a perfect quality analysis score while in the document’s verification department. CONFIDENTIAL • • • • Earned a certificate after successfully completing Zendesk chat training. Quality Analysis average of 90% as a chat customer support. Always maintained excellent customer satisfaction. Earned a soft skills certification. January 2021 – December 2021 KFC KENYA – Cashier under Customer Service Team Member. The role entailed: • Managed transactions with customers using the POS system. • I provided customer service to a diverse range of in-house and online customers. • Resolved customer complaints and provided appropriate solutions. • Followed up with dissatisfied customers. • Handled returns and exchanges of merchandise. • Issued receipts, refunds, and change and redeemed coupons. • Received and made calls for online deliveries. Achievements in the role Contributed to a significant increase in the CSAT ratings. January 2016 – August 2016 Home Repair Services Nairobi – Personal Assistant The role entailed, • • • • Act as a point of contact between the manager and internal/ external clients. Make travel arrangements for the managing director. Handled customers’ requests and queries. Manage diary and schedule meetings. Referees Chesire Karesa Snr Universal Banker Standard Chartered Bank-- Godvictor Ochuka Client Team Lead Influx-- Quincy Subira Customer Service Agent Influx--