Valary Njambi

CURRICULUM VITAE NAME: ADDRESS: ZIP CODE: EMAIL: CONTACTS: Valary Ngonyo Njambi Nairobi, Kenya P.O BOX--- Personal Profile. I have worked as a customer service representative with over four years of experience, including tech support, sales and customer care. Familiar with major customer service software and conflict resolution, and possess a positive attitude. Aiming to use my proven skills to effectively to fill the managerial position in your company. PROFESSIONAL EXPERIENCE Virtual Assistant in Customer Care Representative Boresha Credit Service - [Nairobi, Kenya] Aug 2022 – Apr 2024 ROLES AND RESPONSIBILITIES Worked as a full time customer care service representative in a volume call center Managed customer accounts, processed orders, and provided product support. Maintained accurate records of customer interactions, including documenting request complaints, and feedbacks. Provided support for customers facing financial difficulties by offering advice on available options and facilitating the restructuring of payment plan Handled escalated issues, ensuring complex customer concerns were resolved efficiently while maintaining a high level of professionalism. Played a key role of training new team members on company policies, customer service standards, and product offerings. Call Centre Agent Ten spot company limited -[Nairobi, Kenya] Dec 2020 – Feb 2022 ROLES AND RESPONSIBILITIES Answered high volumes of inbound calls, providing exceptional services and trouble shooting for customers. Delivered product information, technical support, and issue resolution in a clear and efficient manner. Collaborated with other departments to ensure seamless customer service experiences. Maintained detailed records of customer interactions, feedback, and escalated issue using the company's CRM system. Assisted in upselling products and services, meeting sales targets and contributing to revenue generation. Conducted surveys and follow-ups with customers to ensure satisfaction and gather feedback for service improvement. Front Office Administrator Bamburi cement company -[Nairobi Kenya] April 2019-Nov 2020 DUTIES AND RESPONSIBILITY Managed all incoming calls, emails, and customer inquiries, ensuring timely and professional response to enhance the company's customer service experience. Greeted and assisted visitors, providing a warm, welcoming atmosphere and directed them to appropriate departments or individuals. Provided administrative support to senior management, including preparation of reports, presentations, and other documents as needed. Ensured the cleanliness and organization of the office environment, creating comfortable and efficient space for all staff and visitors. Assisted with basic HR functions, such as maintaining employee records and ensuring staff compliance with office policies and procedures. Skills. Customer service and relationship management: conflict resolution, customer support, and maintaining customer satisfaction CRM and data entry : Experience with customer relationship management system and managing database Communication and problem solving; clear communication and effective problem resolution across multiple platforms. Administrative skills; Proficient in office management, scheduling, and maintaining office records Technical support Positive attitude and empathy. Multi tasking and time management. Education- :Kenya Institute of Management.-[Nairobi, Kenya] Award : Diploma in Business Management. 2019 – 2020. : Kenya Institute of Management.-[Nairobi, Kenya] Award. : Certificate in Computer studies - :Airways High School -[Nairobi, Kenya] Award: Kenya Certificate of Secondary Examination Grade attained :[C] Hobbies Swimming Travelling.