Customer Service Representative

CURRICULUM VITAE

Personal Details

Name: Sen Millicent Atieno Owak.

Date Of Birth: 02nd May 1995.

Email Address: ********@*****.***

Postal Address: P.O. Box 2719 – 30100

Phone number: +254*********

Nationality: Kenyan

Languages: German, English, Kiswahili and Dholuo

Summary Profile:

Experienced, Dedicated and self-motivated Customer service representative, Subject Matter Expert, Quality Analyst and Team Leader with 4 years of Experience overseeing the communications and customer service management department. Worked to support customers by providing helpful information, answering questions and responding to complaints. Highly competent Team Leader who helped in motivating the team to achieve organizational goals, developing and implementing a timeline to achieve targets, delegating tasks to team members and conducting training of team members to maximize their potential towards the company goals.

Employment History:

Professional telephone interpreter Certified Language Line (Remote, Swahili-English)

(November 2022-Present)

As someone who loves helping people, knowing that I could use my voice as a channel of communication to provide the help they need is truly fulfilling. My Role includes but is not limited to:

Over the phone Interpretation of lectures from English-Swahili-English

Over the phone Interpretation of discussions, announcements, conversations, meetings, events, and other spoken word situations using manual system appropriate for the language and the cultural background of both parties

Over the phone interpretation and translation of calls in banks

Over the phone interpretation of refugee resettlement and housing with the IRC

Over the phone interpretation of Hospital appointment, check ups and home visits for refugees in the USA

Over the phone interpretation in schools and

Over the phone interpretation in assisting with the United States Citizenship and Immigration Services

Customer Service Team lead and Subject Matter Expert, (Call Centre International-Nairobi)

(June 2022-November 2022)

I had the opportunity to work with the Call Centre International in providing customer assistance as team leader to ensure:

Ensure achievement of Call Center KPIs

Ensure the team is organized effectively to maximize productivity

Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.

Daily report to the CS Manager on team performance against KPIs

Submit weekly and monthly agent performance report.

Assist agents by providing floor support on customer queries.

Highlight concerns that impact team performance.

Resolve escalated customer issues.

Conduct pre-shift team meetings on a daily basis setting focus and priorities for the day to ensure productivity of the agents along their KPIs.

Additional responsibilities

Track attendance of staff & ensure they are punctual for their shifts

Time management of staff breaks and schedules to ensure no impact in production

Communicate all process; client changes and notifications to agents in a timely manner

Required to handle 5 calls each week for Customer Service.

Provide Subject Matter Expertise support to agents.

Listen to pre-screened calls and conduct weekly coaching sessions with Agents.

Ensure call center regulations are strictly adhered to.

Carry out any other ad hoc duties as requested by Manager from time to time.

Undertake agent motivation activities

To motivate the team to provide a first-class service to all our customers

Quality Analyst (Call Centre International-Nairobi)

(February 2022-June 2022)

Identify and remedy defects within the production process.

Recommend, implement and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.

Compile and analyze statistical data.

Ensure that user expectations are met during the testing process.

Monitoring customer satisfaction levels and identifying areas where improvements can be made

Analyzing customer service performance by conducting surveys or focus groups with customers

Interpreting data to determine trends or patterns in customer behavior

Suggesting changes in call handling procedures to improve customer satisfaction levels

Identifying opportunities to improve internal processes using new technologies

Training new employees on policies, procedures, and products

Investigating customer complaints and resolving issues

Reviewing customer account information to identify areas where customers have problems or concerns

Providing information about products and services to customers who are interested in buying

Customer service Representative (Call Centre International-Nairobi)

(October 2021- February 2022)

open and maintain customer accounts by recording account information

Resolve 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; expediting correction or adjustment; following up to ensure resolution

Maintain financial accounts by processing customer adjustments

Recommend potential products or services to management by collecting customer information and analyzing customer needs

Prepare product or service reports by collecting and analyzing customer information

Contribute to team effort by accomplishing related results as needed

Manage large amounts of incoming calls

Identify and assess customers' needs to achieve satisfaction

Build sustainable relationships of trust through open and interactive communication

Provide accurate, valid, and complete information by using the right methods/tools

Meet personal/team sales targets and call handling quotas

Customer Service Representative- (Techno Brain BPO Kenya-Nairobi)

(February 2020- October 2021)

Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution

Keep records of customer interactions, process customer accounts, and file documents

Follow communication procedures, guidelines, and policies

Go the extra mile to engage customers

Resolve customer complaints via phone, email, mail, or social media

Use telephones to reach out to customers and verify account information

Greet customers warmly and ascertain problem or reason for calling

Cancel or upgrade accounts

Assist with placement of orders, refunds, or exchanges

Advise on company information

Take payment information and other pertinent information such as addresses and phone numbers

Place or cancel orders

Answer questions about warranties or terms of sale

Act as the company gatekeeper

Suggest solutions when a product malfunction

Handle product recalls

Attempt to persuade customer to reconsider cancellation

Inform customer of deals and promotions

Sell products and services

Utilize computer technology to handle high call volumes

Work with customer service manager to ensure proper customer service is being delivered

Close out or open call records

Compile reports on overall customer satisfaction

Handle changes in policies or renewals

Volunteer- (Nakuru Meteorological Station: Kenya)

(May 2019-November 2019

As a volunteer with the Meteorological department, I was able to fulfill the following roles and responsibilities:

Develop and distribute forecasts, warnings and alerts for safety of life and property and to support efforts to reduce the impacts of weather, climate, water and related environmental natural hazards

Provide essential data, information and products necessary for designing/planning, developing and managing infrastructure, settlements and essential sectors such as agriculture, water resources, energy and transport for improving the well-being of societies

Provide relevant advice on weather, climate, water and related environmental issues for decision-making

Fulfill relevant international commitments, including those under the Convention of the World Meteorological Organization, and further national interests through participation in the appropriate international programs and activities

Establish and operate telecommunication networks for rapid exchange of observation, data and services

Acquire and operate data-processing and forecasting systems to provide real-time weather, climate, water and related environmental services including warnings and alerts to the public and sectors such as agriculture, water resources, energy, health, shipping, aviation, national defense and environment

Trainee- Water Resources Authority Kenya

I worked under the (WRA) state cooperation established under section 11 of the water Act 2016, through the national government to safeguard the right to clean water by ensuring that there is proper regulation of the management and use of water resources, in order to ensure sufficient water for everyone- now and in the future. My role included:

Formulate standards, procedures and regulations aimed at ensuring proper management and use of water resources.

Enforce Regulations formulated by WRA so as to ensure compliance through inspection, monitoring and enforcement.

Receive water permit applications for water abstraction, water use and recharge and determine, issue, vary water permits; and enforce the conditions of those permits

Regulate Water use allocation

Collect water permit fees and water use charges

Provide information and advice the Cabinet Secretary for formulation of policy on National Water Resource Management, water storage and flood control strategies

Coordinate with other regional, national and international bodies for the better regulation of the management and use of water resources

Manage the National Monitoring and Information System

SKIILS:

Leadership

Exemplary interpersonal and communication skills

Customer service

Effective Time- Management skills

Collaboration and Team Work

Customer and Employee Relations

HOBBIES:

Volunteering and community service

Advocate against Gender Based Violence

Sports

Travel

EDUCATION:

BSc. Water Resources and Environmental Management Jaramogi Oginga Odinga University of Science and Technology

January 2015-December 2019

Kenya Certificate of Secondary Education. Loreto High School-Matunda

(January 2010- December 2013)

Kenya Certificate of Primary Education: SOS Hermann Gmeiner primary school

(January 2002-december 2009)

References:

1.Alala Dorcas

Water Rights Officer

Water Resources Authority-Kenya

Tel: 254-***-***-***

2.Victor Njeru

Officer In charge

Nakuru Meteorological station

Tel: 254-**-***-***

3.Eva Mukunya

Operations Manager

Customer Care International

Tel: 254-***-***-***

4.Linda Troon

Regional Operations Manager

Techno Brain BPO

Tel: 254-***-***-***

Contact this candidate