LOIMALI MERINYIEKI GRACE
P.O. BOX 67382 -00200
Phone:-
Email- CAREER PROFILE SUMMARY
Dedicated and results-driven customer service professional with a proven track record of delivering exceptional service and exceeding customer expectations. Seeking a challenging position in a dynamic organization to leverage my skills and contribute to the success of the team.
EDUCATION BACKGROUND
Bachelor of Science- Supply Chain Management (Sept 2015-June 2019)
Jomo Kenyatta University of Agriculture and Technology
Qualifications: Second Class Honors, Upper Division
Kenya Certificate of Secondary Education -)
Limuru Girls High School
Qualifications: B+
KEY SKILLS AND COMPETENCE
Communication Skills: Clear and concise communication is crucial. This includes both written and verbal communication, as virtual assistants often interact with customers through various channels such as email, chat, or phone.
Technological Proficiency: Comfort and proficiency with relevant software, communication tools, and customer relationship management (CRM) systems are essential.
Problem-Solving: Being able to analyze problems and find effective solutions is a key skill. This involves critical thinking and the ability to troubleshoot issues that customers or the team may encounter.
Data Entry and Organization: Accurate data entry and efficient organization of information are important for keeping track of customer interactions, tasks, and other relevant details.
Adaptability: The virtual environment can change rapidly.I have ability to adapt to new tools, processes, or information is a valuable skill.
Basic Technical Skills: Depending on the nature of the role, basic technical skills such as understanding basic coding/scripting, familiarity with APIs, or basic troubleshooting might be beneficial.
Active Listening: I am able to fully understand customers' concerns by actively listening to them is essential for providing accurate and helpful solutions.
Teamwork: Collaboration is often important in customer service and virtual assistant roles. I am able to work effectively with team members and other departments contributes to overall success.
Conflict Resolution: In customer service, conflicts may arise. I have the ability to resolve disputes or misunderstandings in a calm and professional manner.
Cultural Awareness: As Virtual assistants and customer service professionals I often deal with people from diverse backgrounds. Cultural awareness and sensitivity help in providing inclusive and respectful service.
Time Management:I am able to manage your time effectively, prioritize tasks, and stay organized contributes to overall productivity.
WORK HISTORY
June 2022-To Date
Optica Limited
Position: customer service representative
Provide outstanding customer service through phone, email, and live chat channels, addressing inquiries, resolving issues, and ensuring customer satisfaction.
Developed expertise in the company's products and services to effectively assist customers with product information, troubleshooting, and order processing.
Successfully resolved escalated customer issues, maintaining a high level of professionalism and ensuring a positive resolution.
Collaborated with cross-functional teams to communicate customer feedback and contribute to the improvement of products and services.
Consistently met and exceeded performance metrics, including average handling time, customer satisfaction scores, and first-call resolution.
March 2019-May 2022
Jaclo Enterprises
Position: Customer service Agent
Duties and Responsibilities
Managed a high volume of customer inquiries through various communication channels, demonstrating strong multitasking and organizational skills.
Assisted customers with product-related questions, billing inquiries, and technical support, achieving a customer satisfaction rate of over 90%.
Played a key role in the implementation of a new customer relationship management (CRM) system, providing insights and feedback to improve user experience.
Conducted training sessions for new hires, sharing best practices and contributing to the development of training materials.
Consistently met or exceeded individual and team performance targets, contributing to the overall success of the customer support department.
PROFESSIONAL MEMBERSHIP
Kenya institute of supplies management- Membership no77657
REFEREES
Mr. Richard Kisyula Kyalo
Procurement officer, ASAL
Mobile Number:-
Email Address :-
Mr. Godwin Odhiambo Ogada
JKIA dispatch,Kenya Airport Authority.
Mobile number :-
Email Address:-
Nelson Kanyi Irungu
Senior Business Performance Analyst, Equity Bank (K) Limited
Mobile number :-
Email address:-
