ELSIE NYAWIRA
NAIROBI, NAIROBI-
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EXPERIENCE
CUSTOMER SERVICE REPRESENTATIVE, 09/2022 - Current
MAJOREL KENYA, NAIROBI, NAIROBI
• As a customer service representative my duties and responsibilities include-: -Listen to
customers' concerns, issues and questions -Resolve customer complaints in a timely and
efficient manner
• Maintain a positive and empathetic attitude towards all customers.
• Guaranteed first-class customer service, enthusiastically anticipating and catering to
customer needs and requirements.
• Performed well at quality assurance evaluations by continuously actioning performance
feedback to drive personal improvement.
• Upheld privacy and security requirements established by national legislation.
CUSTOMER SERVICE REPRESENTATIVE, 05/2020 - 08/2022
HORIZON CALL CENTER, NAIROBI, NAIROBI
• As a call centre agent my duties included-: -Manage large amounts of outbound calls
-Negotiate payoff deadlines and payment plans -Handle customers' questions or complaints
-Contacting debtors to inquire of their payment status
• Analysed the customers' financial situation and offered the best payment solutions
• Performed collection calls on assigned accounts in my queue
• In Required instances troubleshooting for the customer.
• Addressed technical difficulties by quickly identifying and troubleshooting customer issues
to achieve timely first-time resolution.
CUSTOMER SERVICE REPRESENTATIVE, 05/2019 - 04/2020
CCI KENYA, SPIRIT AIRLINE, NAIROBI, NAIROBI
• As a customer service representative with an airline my tasks included -: -Answering
questions about flight schedules, prices, and other airline information that helps customers
book travel plans -Processing customer reservations by confirming details with customers
via phone or computer -Processing refunds for delayed or canceled flights by
communicating with travel agencies or airlines to obtain authorization for refunds
-Processing claims for lost or damaged luggage by gathering information about the damage
or loss from passengers and submitting claims to insurance companies on behalf of the
airline -Providing information about airport facilities, such as locations of gates, luggage
carts, and restrooms -Answering General customer questions on the company.
• Built rapport with customers through courteous and professional communications.
DEBT COLLECTION AGENT, 12/2018 - 04/2019
M-KOPA KENYA, NAIROBI, NAIROBI
• Interviewed customers to determine reasons for delinquency, source of income and next
pay date to build solutions for financial issues.
• Reduced total number of outstanding accounts by consistently pursuing debtors and
reclaiming owed funds.
• Processed payments over phone and set up recurring drafts.
• Conveyed current account information and obtained payments by using pre-scripted
statements.
• Gathered required information from customers for settlement reviews and followed up on
management determined results.
• Collaborated with other agents and collections staff to address team goals.
• Collected on aging and past due accounts, coordinating sustainable payment arrangements
to encourage remittance.
• Reviewed accounts to determine payment plan compliance.
• Contacted customers and discussed unresolved issues and past-due payments to update
customer accounts.
CORE
QUALIFICATIONS
• PERSONAL ATTRIBUTES
• Good interpersonal relations.
• Member of the Kenya girl guides
• Hardworking.
• Self-motivated.
• SKILLS AND COMPETENCIES;
• Target Driven
• Honest.
• Able to work under minimum to no
• Conflict Resolution
• Ability to understand process efficiency
supervision.
• Ability to meet deadlines and work promptly
even under high pressure.
• Ability to pay close and meticulous attention
association.
• Emotional Resilience
• Leadership skills
• Track record of Achieving Quota
• Strong Phone and verbal communication
to detail.
• Great communication skills
• Team player.
skills, with active listening skills
• Familiar with CRM systems and Practices
• Organized.
• Interpersonal Skills
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• Time management skills
• Strong organization skills
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• TRAINING SKILLS AND
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ACHIEVEMENTS:
• Computer skills: MS word, MS access, MS
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EDUCATION
excel, MS power point, internet,
keyboarding, publisher, Gdoc
Statistical Skills: STATA, EVIEWS, LIPS
Leadership and management skills at
Egerton University
Participated annually for four years in the
annual EUCSIPOC walk as a team leader
Partner of the Egerton University Christian
Students Initiative for Poor and Orphaned
Children.(EUCSIPOC)
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i.e jira service desk, zendesk, freshdesk,
zoho,
Customer needs analysis
Call centre experience
Remote teamwork
Active listening
Customer data management
Live chat support
Team leadership
Customer Focus and adaptability to
different personalities
Able to Multitask and Identify priority
issues first
Great Typing Speed
EGERTON UNIVERSITY, NAKURU, KENYA, November 2019
Bachelor of Arts: History and Economics
TALA GIRLS HIGH SCHOOL, MACHAKOS, 2014
A-Levels: BASIC HIGH SCHOOL EDUCATION
Attained an overall score of B+ (68 aggregate points)
Josnah Primary School, NAIROBI, KENYA, 2008
PRIMARY SCHOOL EDUCATION CERTIFICATE
KCPE where I scored 365 marks
REFERENCES
References-;
1.CAROLINE WANJIKU-
TEAM LEADER
CCI KENYA.
2.ELSIE BENGO-
OPERATIONS MANAGER
MAJOREL KENYA.
LANGUAGES
English: First Language
Swahili:
Proficient
C2
English:
Proficient
C2
