Manasseh Baraka

Manasseh Baraka - |- Experience Metro by T-Mobile, Texas United States September 2021 - Now CUSTOMER SUPPORT SPECIALIST Responded promptly and accurately to over 500 customer queries monthly through phone, email, and chat, maintaining a customer satisfaction rate of 95%. Identified customer needs, facilitating successful utilization of specific features, resulting in a 15% decrease in feature-related queries. Analyzed and reported 30+ product malfunctions monthly, leading to timely improvements and enhanced user experience. Updated internal databases with comprehensive technical issue information, aiding in efficient problemsolving and knowledge sharing within the team. Proactively monitored social media for customer complaints, engaging to provide assistance and resolving issues, averting potential PR crises. Collaborated with team members to share valuable feature requests and effective workarounds, contributing to a 10% reduction in common issues. Played a key role in informing customers about new features and functionalities, contributing to a 20% increase in feature adoption. Spirit Airlines, Fort Lauderdale, Florida, United States September 2020 - September 2021 CUSTOMER SERVICE EXECUTIVE Addressed customer inquiries, assisting in booking travel plans and resolving issues, resulting in a 98% positive customer feedback rate. Processed an average of 40 reservations daily, ensuring accurate details and achieving a 90% booking accuracy. Executed security procedures, including passenger frisking and bag inspections, enhancing safety and compliance standards. Managed refunds for delayed or cancelled flights, successfully obtaining authorization from travel agencies and airlines for 85% of claims. Coordinated claims for lost or damaged luggage, collecting pertinent information from passengers and submitting claims, leading to a 70% reimbursement success rate. Facilitated flight crew scheduling by effectively communicating flight changes and delays, ensuring smooth operations and punctuality. Streamlined guest check-in processes and optimized boarding operations, resulting in a 15% reduction in boarding time and improved passenger satisfaction. Skillfully managed passenger concerns and flight disruptions, resolving 95% of issues to the complete satisfaction of guests. My empathetic approach contributed to maintaining positive guest perceptions. Set the standard for outstanding guest service by exemplifying interpersonal best practices, such as warm greetings, attentive eye contact, and courteous interactions. Shared these practices with fellow team members, leading to a 25% improvement in overall team performance. Jumia Kenya Customer Service and Telesales April 2018 - September 2020 Engaged with customers in a friendly and professional manner, actively listening to their needs and providing tailored solutions. Built and nurtured relationships with customers to understand their preferences, ensuring personalized recommendations and increased customer loyalty. Effectively communicated product features, benefits, and promotions to potential and existing customers. Conducted outbound sales calls to potential customers, effectively articulating product value propositions and benefits. Utilized persuasive selling techniques to highlight the relevance of products to customers' needs, resulting in a 25% increase in upselling success. Achieved and consistently exceeded monthly sales targets, contributing to overall revenue growth. Addressed customer inquiries, concerns, and complaints with empathy and efficiency, ensuring prompt resolution and maintaining a customer satisfaction rate of 90%. Collaborated with cross-functional teams to troubleshoot technical issues, ensuring seamless resolution and minimal customer inconvenience. Managed a dynamic sales pipeline, tracking leads, prospects, and opportunities through the sales cycle. Documented sales activities, customer interactions, and follow-up actions in the CRM system, ensuring accurate and up-to-date records. Maintained a deep understanding of the company's products and services, staying informed about industry trends and competitive offerings. Adapted sales pitches to align with customer needs and preferences, resulting in a 85% increase in product awareness and adoption. Collaborated with colleagues to share best practices, sales strategies, and customer insights, contributing to a positive team dynamic and a supportive work environment. Participated in regular team meetings and training sessions to enhance product knowledge and sales skills. Achieved 25% increase in monthly sales targets, resulting in recognition as the top sales performer. Successfully resolved 95% of escalated customer complaints, improving overall customer satisfaction scores. Contributed to the launch of a new product, driving 40% increase in its initial adoption rate through effective telesales efforts. AIESEC Kenya January 2017 - March 2018 CUSTOMER EXPERIENCE OFFICER Handled diverse inquiries via phone, chat, and email, achieving a 92% first-contact resolution rate. Managed end-to-end order processes, clearing an average of 50 orders weekly, ensuring adherence to company policies. Skillfully resolved complaints, maintaining a customer satisfaction rate of 90% and turning dissatisfied customers into loyal advocates. Provided comprehensive support for delivery, billing, and service inquiries, contributing to a 15% reduction in query resolution time. Collaborated with sales teams across EMEA, effectively facilitating seamless order fulfillment, product changes, and account management. Actively engaged in problem-solving, fostering continuous improvement, and building strong customer relationships. Education United States International University International Relations Kathiani High School Kenya Certificate of Secondary Education Mckinsey & Company Academy Mckinsey Forward Program University of Michigan Successful Negotiations: Essential Strategies and Skills Reuters Digital Journalism LinkedIn Customer Service LinkedIn Data Privacy and Protection Reference Valerie Odira - "Jumia Kenya " Telesales and Customer Service Manager-- Allan Loyatum - "T-Mobile" T-Mobile Operations Manager--