Keziah Njeri Njoroge

KEZIAH NJERI NJOROGE Address: Nairobi, Kenya | Phone:- | Email-PROFESSIONAL SUMMARY Detail-oriented and customer-focused Customer Service Professional with over three years of experience in customer support and client relations. Adept at handling high call volumes, resolving customer queries efficiently, and maintaining CRM databases. Strong problem-solving skills, ability to manage escalations, and expertise in social media engagement. Passionate about delivering exceptional customer experiences in remote environments. CORE SKILLS & COMPETENCIES • • • • • Customer Support (Phone, Email, Chat) Conflict Resolution & Complaint Handling CRM Systems & Data Management Call Center Operations Social Media Customer Engagement • • • • Technical Troubleshooting Process Improvement & Documentation Strong Verbal & Written Communication Remote Work & Time Management PROFESSIONAL EXPERIENCE Customer Service Officer Mar 2023-Present Engie Energy Access Kenya • Handle inbound customer calls, maintaining an 80% call answer rate. • Document and resolve customer queries with 100% case logging in the CRM. • Escalate operational issues and coordinate case follow-ups for seamless resolution. • Engage dormant customers to address concerns and reactivate services. • Conduct product onboarding for new clients and promote company offerings. • Manage social media inquiries, ensuring timely responses to customer queries. • Strengthened customer retention by efficiently resolving escalations. • Conducted surveys and provided first-level support to enhance customer experience. Social Worker Intern Nov 2020-Dec 2022 Gertrude’s Children’s Hospital • Organized support groups for adolescents and teenage mothers. • Provided psycho-social support and appropriate referrals for clients. • Conducted home visits and compiled detailed client reports. • Assisted in developing and implementing intervention programs for at-risk youth. • Coordinated awareness campaigns on mental health and well-being for adolescents. Customer Care Officer Medanta Africare Hospital • Improved efficiency in appointment scheduling and patient inquiries. • Ensured seamless client experience by streamlining front desk operations. • Managed patient bookings and front desk operations. • Addressed client queries via phone, email, and in-person interactions. Sep 2019-Oct 2020 • • Processed billing transactions, including insurance claims and NHIF payments. Maintained accurate client records and provided service recommendations. Sales Admin Jul 2019-Aug 2019 Jumuia Merchants Limited • Supported front-office and field sales operations for financial services. • Conducted loan appraisals and monitored repayment compliance. • Assisted customers in understanding loan products and investment options. • Processed and verified loan applications, ensuring compliance with company policies. • Maintained accurate records of customer transactions and loan repayment schedules. EDUCATION Diploma in Social Work and Social Development University of Nairobi Sep 2016 -Dec 2018 TECHNICAL SKILLS • • • • • • • • CRM Systems: XDESK, 3CX Microsoft Office Suite (Word, Excel, Outlook) Social Media Management (Facebook, WhatsApp, Instagram) Help Desk Support & Ticketing Systems Live Chat Support & Chatbot Management Knowledge Base & FAQ Documentation Data Entry & Reporting Tools Multitasking in High-Volume Environments CERTIFICATIONS & TRAINING • • • • • • Customer Service & Call Center Operations Training Conflict Resolution & Effective Communication Google Digital Garage: Fundamentals of Customer Support Coursera: Customer Service Fundamentals Udemy: Mastering Live Chat and Help Desk Support HubSpot Academy: Inbound Customer Service KEY ACHIEVEMENTS • • • • • Successfully improved customer response time, leading to higher satisfaction rates. Implemented a knowledge base system that reduced repetitive inquiries by 30%. Assisted in training new customer service agents, enhancing team efficiency. Spearheaded customer feedback initiatives, leading to service improvements. Developed streamlined processes for handling escalations, reducing resolution time. REFEREES Available Upon Request.