Florence Njeri

FLORENCE MUGURE NJERI Kenyan, Female, 32Years, English and Swahili +254 - - C/o Francis Kirubi, Box 73795 Nairobi, Kenya. CUSTOMER SERVICE REP/ 2 YEARS EXPERIENCE IN SERVICE INDUSTRY SETTING Polished, professional customer service rep offering: Over 2 years of experience providing customer support in busy service delivery environments. An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty. Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes EXPERIENCE Freelance Transcriber/captioner. 2016-todate. Convert audio/video files into written word documents capturing content with 99.9% accuracy. Create captions for audio/video files, sync and align the same with 99.9% accuracy. Telesales Agent. June 2016 to November : Startimes Media. Responsibilities: Call out dormant customers and find out the reasons for dormancy. Do need identification on their favorite products and match that with existing products. Bring in revenue by ensuring that I pitch what interests a client to make them subscribe Troubleshoot problems, reassure, and provide information and advice. Escalate problems beyond my capability, set appointments for future follow-ups. Front office personnel. February 2015 to March 2016: Agba Motors Ltd. Responsibilities include: Handling of customer inquiries on service requests, complaints, making appointments, processing repair orders, quotes and invoices as well as issuing the same to clients. Providing customer support via phone and face-to-face at the workshop. Calm angry callers, repair trust, qualify customer problems and log them for technicians to review as well as locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting and workshop to ensure that customer approval for all remedial work is carried out to meet commitments made to customers and ensure smooth delivery of vehicle. Promoting our range of vehicle parts and accessories. Monthly report writing and records management. Key accomplishments. Managed a high-volume workload within a deadline-driven environment and consistently met performance benchmarks in all areas (speed, accuracy, volume). Initiated monthly documentation of customer feedback and making reports of the same. Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity. Receptionist. September 2012 to December 2014: Young Hotel Greet transfer and hold calls, build rapport, listen, clarify and manage conversational flow, Manage upset customers, conflicts and challenging situations, Responsibilities Welcoming visitors by greeting them, in person or on the telephone; answering or referring inquiries. Making bookings and room reservations. Liaising with housekeeping department to ensure room cleanliness and adequate supply of provisions. Receiving daily cash sales from all sections and keeping updated records of the same. Intern. June to August 2012: Ruaraka District Offices Handled incoming calls from the public, responded to inquiries. Skills and fields learned: Counseling, customer care, public relations, office management, data collection and record keeping skills. EDUCATION 2008 to 2012:Moi University (Eldoret). Bachelor of Arts in Penology, Corrections and Administration. Second Class Honours (Upper Division). 2003 to 2006:Ruchu girls Secondary School. Kenya Certificate of Secondary Education. Mean grade B+. 1995 to 2002:Uchumi Day Academy. Kenya Certificate of Primary Education. 363/500 Marks. KNOWLEDGE ADVANCEMENT 2012 July to August: karnskill college, Part-time studies. Computer studies covering major Microsoft packages. 2012 August 21st :Life Skills Training, Kabete Technical Institute. Fields covered:- Communication, leadership and interpersonal skills. Personal management, decision making, critical and creative thinking, occupational health, first aid, citizenship and social concern. Extracurricular activities Member of MUSSAS- Moi University. Member of the Christian Union –Moi University. SKILLS AND PERSONALITY TRAITS Skills Skill NameSkill LevelLast Used/Experience Customer ServiceExpertCurrently used/2 years Complaint Handling/ Dispute ResolutionExpertCurrently used/2 years Data Entry/ Records ManagementExpertCurrently used/1 year Multiline Phone UseExpertCurrently used/6months MS Word, Excel and AccessIntermediateCurrently used/2 years Personality traits Highly developed sense of integrity and commitment to customer satisfaction. Demonstrated passion for excellence with respect to treating and caring for customers. Ability to communicate clearly and professionally, both verbally and in writing. Ability to handle complaints and unpleasant customers; pleasant, patient and friendly attitude. Strong decision making and analytical abilities. Strong detail orientation and communication/listening skills. Willingness to work a flexible schedule and occasional overtime when needed. Possess a strong work ethic and team player mentality that positively impact on the customer’s experience. Ability to generate reports as they relate to customer service surveys and give advice on actionable changes HOBBIES Listening to gospel music, walking. Interacting and teaching the youth social skills. Jogging. REFEREES 1. Mr. Benard Ngugi, Director, Agba Motors Ltd, Po Box 47850 - 00100, Nairobi. Cell +254 -. Mr. Francis Kirubi, Proprietor Young Hotel, Po Box 73795 - 00200, Nairobi. Cell +254 -. Mr. Kinyanjui, Pastor ACC&S church, Po Box-, Thika. Cell +254 -.