Joyce Juma

With over 3 years of experience, I have established myself as a highly skilled and reliable Customer Service Representative who is passionate about delivering exceptional customer experiences and contributing to revenue growth. I take pride in my excellent communication skills, strong problem-solving abilities, and a proactive approach to addressing customer needs.

What sets me apart is my unwavering commitment to maintaining a customer-centric mindset. I genuinely care about the satisfaction of the individuals I assist and always strive to go above and beyond. Whether I'm handling inquiries, resolving complaints with urgency, or leveraging CRM software and virtual communication tools, I approach each task with unwavering dedication.

One of my core strengths lies in my ability to foster strong customer relationships and drive sales. In my role at Safaricom PLC, I served as a Customer Care Representative . My daily tasks included making outbound calls with the utmost professionalism to ensure customer satisfaction, address any concerns, and gather valuable feedback regarding their experiences with our services. I also played a key role in resolving technical issues, handling billing inquiries, facilitating service upgrades, and managing customer accounts. This approach led to a significant reduction in churn rate (by 80%) and an impressive 80% increase in customer retention. I consistently met and exceeded performance targets, such as call quality, customer satisfaction ratings, and sales goals, by presenting additional service offerings and closing deals during outbound calls.

Additionally, I have honed my ability to accurately and efficiently record customer interactions, inquiries, and outcomes in the company's CRM system. These records have proven invaluable in tracking and analyzing performance metrics, enabling me to adapt and improve our service delivery continually. Maintaining a 100% customer satisfaction rate and consistently receiving positive feedback from customers are a testament to my warm, confident, and hospitable personality.

While at Horizon Contact Centre, I expanded my expertise as a Customer Support professional, handling over 100 inbound and outbound calls daily. This role required independent problem-solving skills to ensure one-call resolution for customer complaints. I demonstrated the ability to identify and escalate complex issues when necessary. My performance consistently met or exceeded the standards set by Horizon Contact Center, focusing on effectiveness, accuracy, responsiveness, and efficiency.

Moreover, my tenure at Purpink Gifts as a Client Care representative enhanced my ability to communicate with customers through various channels, including phone, email, and live chat. I oversaw order tracking, ensuring timely delivery, and effectively resolving customer concerns. My active listening skills, coupled with my ability to customize orders, assist with returns or exchanges, and handle customer feedback, significantly contributed to positive customer experiences.

My academic foundation includes a Bachelor of Science in Agriculture from South Eastern Kenya University, featuring relevant coursework in Agricultural Customer Service Excellence, Technical Support, Product Knowledge, Sustainable Agriculture, Sales, and Customer Support. This, combined with my practical experience, makes me a well-rounded Customer Service Representative dedicated to delivering exceptional service and contributing to the success of your team.