Celestine Chelimo Kurgat

Contact- www.linkedin.com/in/celestinechelimo- (LinkedIn) Top Skills Celestine Chelimo Customer Service Specialist Summary 7+ years experience working in Customer service. Customer Service Customer Satisfaction Customer Experience Experience Upwork.com Remote Customer Service Specialist October 2019 - Present (8 months) Remotely Safaricom PLC Customer Experience Executive October 2014 - October 2019 (5 years 1 month) -Continually realigning operational or delivery capabilities with customer expectations, through continuous provision of support/feedback to the company -Ensure that all customers receive a consistently high quality service by effectively managing all queries, complaints and compliments and periodically appraising the management on the same - Maintain a high level of integrity and ethical standards - Ensure operational efficiency, Customer Satisfaction and retention - Growth through cross selling - Responsible for the Contact center serving both the internal and external customers primarily on phone and through email. -Act as the first level support for customers. - Establish the root cause analysis on customer complaints/inquiries, - Understand the risks associated with handling customer queries and dissemination of confidential information. -Preparation reports detailing all customer feedback/complaints with analysis on the root cause and resolution -Interact in a prompt, professional and personalized manner with all customers, branches and other departments within the company SawaSawa.com Limited Sales and Marketing Executive February 2014 - April 2014 (3 months) Page 1 of 3 Westlands, Nairobi Kenya • Manage the Domain and Hosting Services department, sourcing and closing new sales of the aforementioned services. • Market the company’s Domain and Hosting Services through various outlets including and not limited to Telemarketing, Client Visits, Social Marketing. • Focus on and ensure that Domain and Hosting Services sales are on an increasing trend. • Establish customers’ needs and explain Domain and Hosting Services to them, which may involve providing technical descriptions of the products. • Assisting potential customers with all the necessary details on the procedures of Registration including prompt response to queries brought up via pop-in, email, telephone and LiveChat facilities. deepAfrica Limited Customer Care and Support December 2012 - August 2013 (9 months) Eldoret, Kenya • Preparing for customer inquiries by studying products and services • Attracting potential customers by answering questions by answering products and services questions; suggesting information about other products and services. • Maintaining customer records by updating account information • Resolving billing problems by identifying the problem; explaining procedures; forwarding required adjustments • Opening clients accounts by recording account information • Resolve products or service problems by clarifying the client’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. • Updating job knowledge by participating in educational opportunities • Recording client’s inquiries by documenting inquiry and response in their accounts. AMREF Intern Medical Microbioligist January 2012 - June 2012 (6 months) • Reception of patients and collecting of specimen • Routine processing of specimen • Culture, identification and sensitivity testing of organisms • Biochemistry Page 2 of 3 • Preparation and storage of laboratory reagents and bacteriological media. • Packing of mobile laboratory for outreach purposes. Education Kenya School of Revenue Administration (KESRA) Diploma, Customs administration · (2020 - 2021) Jomo Kenyatta University of Agriculture and Technology Bsc. Medical Microbiology, Microbiology · (2006 - 2009) Alison Customer Service Training Page 3 of 3