Nancy Wafula

Nancy Nanjala Wafula-, Nairobi, Kenya -/- |- Job Preferred/ Position Applied For/ Personal Statement Objective: Self-driven customer service professional with over 8yrs of experience working in a dynamic setting. Strong verbal and written communication skills. Passionate about building lasting relationships with customers. Experience Advatech Office Supplies 3/1/2022 - To date Senior customer service officer Offering technical support, responding to queries from walking clients and on calls Providing accurate and prompt phone support Generating daily activity and status report of the ETR department Sharing product information and selling ETR devices to the walking clients Activating the ETR devices and upgrading firmware for clients Responding to E-business inquiries and sharing weekly report Timely response to customer's RFQs-(request for quotations) in the ETR department and sharing weekly report Acknowledging, responding and resolving promptly to customers inquiries via phone, emails and social media Keeping records of customer interactions, transactions, comments complaint and solutions offered Assigning technicians tasks from customer care desks and other inquiries from my desk Maintaining effective customer relationship with clients Ensuring that all technical resources are available in the department. Assisting in coordinating logistics within the organization. Key Achievements: Maintained a customer satisfaction rate of 95% Contributed in the development of customer service policy Resolved customer complaints by identifying the cause of the problem and taking appropriate action hence increasing the client's retention by 90% Demonstrated professional etiquette and manners hence improving positive feedback Increased sales by 50% due to referrals from positive feedback/ ratings Resolved an average of 25-50 inquiries per day Increased customer base by 40% because of quick response Offered online training to customers on how to use the product and responded to their queries accurately hence leading to efficiency Reduced customer complaints by 40% through escalated grievances and resolution procedure Effectively responded to 50+ customer calls per day Attained 100% success in communication skills, interpersonal skills and problem-solving skills AfriQ Network Solutions (Telcom) Customer Service Representative Key Responsibilities: 2/1/2019 - 30/12/2021 Providing high level of customer service via phone in an efficient, friendly, and knowledgeable manner Offering Phone customer support by helping customers to trouble shoot errors connected to their internet devices. Responding to customer questions via phone on various internet packages and advising appropriately. Troubleshooting internet connectivity/services with customer owned devices Resolving disputes on timely manner and escalating to support for site visits Responding to clients queries on online live chat box and advising appropriately Guiding clients on phone regarding various technical issues that arise with their routers/rebooting devices Upselling companys services like bulk sms, internet packages, domain registration and webhosting services to potential clients Liaising with the support team on the device installation process by checking if the signals are okay and if all the configurations are okay Raising support tickets on the system regarding various customer issues, following up until the issue is solved and ticket closed Responding to clients queries on various social media platform like Facebook and WhatsApp Responding to companys emails on issues related to products and services Key Achievements: Explicitly responded to 80+customer calls per day. Reduced customers complaints by 80% through escalated grievance resolution procedure. Resolved an average of 50 inquiries per day. Increased customer base by 70% by responding quickly to their concerns. Boosted new customer sign ups by 25% hence increasing sales Consistently met performance milestones in speed, accuracy, and volume. Attained 100% success in all customer service categories including communication skills, interpersonal skills, problem-solving, and friendliness. Real People Kenya(Microfinance) 2/2/2015 - 30/6/2018 Call Center Agent Key Responsibilities: Providing excellent customer service at all times and assisting customers with finding suitable products. Credit Control: by ensuring that client's paid their loan on time and daily follow up on delinquent clients. Maintaining a friendly manner and calm positive demeanor when handling complaint. B2B telesales. Managing Account Portfolio of delinquent clients by establishing rapport and pushing them to pay their loan arrears. Worked to ensure that I achieved monthly targets in regards to loan repayment Handling customer inquiries both on telephone and by email and inputting data into the System. Checking loan balances on the system on behalf of clients and giving feedback as requested. Giving customer's the correct advice and after they understand their needs, I upsell services hence turning objections into sales opportunity. Assisting in training new employees on product and services. Key Achievements Proven record of accomplishment in resolving complex customer issues. Consistently achieving the set collections target and KPIs Achieved the top performer in payment collections campaigns for three months. Finished in top 5 positions in terms of productivity. Praised for the ability to solve difficult problems independently and efficiently Trained 6 new customer service representatives. Flashcom Kenya Limited 2/1/2011 - 2/1/2012 Customer Service Representative Key Responsibilities: Picking calls and assisting customers on various issues Trouble shooting and escalating technical issues to the technical team. Attracting potential customers by answering product and service queries, suggesting information about other products and services. Opening customer accounts by recording account information. Maintaining customer records by updating account information. Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; correcting or adjusting the problem and following up to ensure resolution hence customer satisfaction. Maintaining financial accounts by processing customer adjustments/ Bills. Recommending potential products or services to management by collecting customer information and analyzing customer needs. Preparing product or service reports by collecting and analyzing customer information. Key Achievements Exceeded the Companys sales goals by 100% by providing proactive and effective customer service. Demonstrated professional etiquette and manners, improving positive feedback and 5-star ratings by 80%. Resolved an average of 50 inquiries per day. Explicitly responded to 8 50+customer calls per day. Increased customer base by 30% by responding quickly to their concerns. Reduced customers complaints by 30% through escalated grievance resolution procedure. Absa Bank Kenya Limited 2/2/2010 - 30/8/2010 Lead Generator Key Responsibilities: Referring loans applications to management for approval. Meeting with clients to obtain information for loan applications and to answer questions about the process. Analyze applicants' financial status, credit, and property evaluations to determine feasibility of granting loans. Explaining to customers the different types of loans and credit options that are available, as well as the terms of those services. Obtaining and compiling copies of loan applications, credit histories, corporate financial statements, and other financial information. Making follow up calls to ensure customer satisfaction Key Achievements Consistently achieving the B2B and B2C sales target and KPIs contributed to sales increase by 25% by improving lead-generation and sales-tracking Kenya News Agency Journalist-Intern Key Responsibilities News writing Feature writing indexing sub-editing News editing Interviewing Media research/ analysis 2/2/2007 - 31/4/2007 Education East Africa School of Media Studies Diploma in Mass Communication Credit 2008 Database Computer Computer Packages Passed 2005 Mwala Girls High School O level C plain 2004 Personal Skills Problem Solving skills Communication Skills Interpersonal skills Conflict Management Skills Negotiations Skills Customer Service Skills Great organization skills Phone etiquette Tech Savvy Team work Sales Skills Customer Retention Skills Time management skills Authenticity Critical thinker Trainings Effective Customer Service Areas Covered: Organizational Culture/ the 7 pillars of Effective Customer Service/The external customer and corporate customer service. Entrepreneurship Support ticketing system Reference Tom Owino - Envivo Chief Executive Officer- Joel Makovi - Dafabet Operations Manager- Peris Warui - Whizz Education Customer Service Manager-