Customer Service Business Administration

P.O BOX 302**-***** NAIROBI

PHONE 071*******

EMAIL: **********@*****.***

MERCY WANJIKU PAUL - RESUME

Profile

PERSONAL DETAILS

Date of birth : 19th July, 1973

Nationality : Kenyan

Languages : English, Kiswahili, Kikuyu

Religion : Christian

An insightful, creative and supportive team player with initiative, good judgment with self-drive to consistently deliver exceptional performance in demanding and dynamic environment.

Highly numerate with excellent planning, organization and problem-solving skills combined with good communication and interpersonal skills cutting across acquisition, relationship and retention, customer service, business administration, risk and relationship management acquired in during my working experience.

CAREER OBJECTIVE

Seeking a relevant and challenging position in an enabling environment where my current qualifications, abilities and experience would be an asset to the organization. Through own initiative continue to acquire more knowledge, experience and skills to keep up with ever increasing professional challenges and demands for increased efficiency in any institution, desiring for greater responsibilities, challenges and opportunities for career advancement.

SUMMARY OF PERSONAL SKILLS & ATTRIBUTES

Team player

Good negotiation skills

Works comfortably under pressure

Industrious, Honest and Ambitious

Problem solving skills

Good communication skills

Need no supervision to deliver

Excellent Leadership skills

People Management skills

EDUCATION

ST. PAUL’S UNIVERSITY: 2017 - 2019

Bachelors of Business Administration and Management - Finance

DALC-WESTLANDS CAMPUS: 2005 - 2008

Advanced Diploma Business Studies &

Diploma in Human Resource-Cambridge Association of managers

PAIP COMPUTER INSTITUTE: 1999

Computer software

ST. JOHN’S COMMUNITY COLLEGE: 1996-1997

Office Administration Studies-Pitman’s Qualifications. - Advance level

Professional on Job training- Barclays Bank & Standard Chartered Bank

Time Management

Unlocking Sales Potential

Customer Complaint handling

Communicating of feedback to customer

Conflict Resolution at Work

Organizational Skills

Telephone/Office etiquette

INDUSTRIAL EXPERIENCE

Kingsman Consulting

Accounts and Project Management

April 2022 – Present

Financial accounting and book keeping

Audit and Assurance

Taxation & VAT return services

Company Registration

Professional Consultancy services & Training

Interviewing and selection services

Sales accounting systems & ERP

September 2020 – Feb 2022 Customer Service -Paper bags Limited

Key Duties

Ensure customer orders are expedited promptly

Manage first hand customer complaints and conflicts

Gather clients’ feedback and escalate to the management

Identify the market need and advise the management on ideal products for different markets

Keep sales records per sales person, product category and client’s category.

Suggest different combos that will fit different markets and enhance sales

Maintain team work and product knowledge enhancement

Link the sales team with other departments and management team

Give periodic feedback about the market/customers to the directors

September 2019 – June 2020 Online Customer Service - ATFX GLOBAL

Key Duties

Host the live talk show in forex trading training.

Train and advise clients on forex trading, financial market position and commodity trading

Respond to customer inquiries and requests via telephone, email, and chat in a timely fashion concerning financial markets and forex trading

Analyzes complaints from clients and provides adequate solutions in relation to financial markets, commodity and derivatives trading

Work as part of the sales team to drive positive company sales results

Keep track of market movements and social economic events affecting the financial markets and various commodities

Advice customers on correlation among different commodities and need to diversify as they engage in forex trading.

Develops and maintains vast knowledge of the products and services being offered by the firm

Document all inquiries, requests, solutions, and follow-up tasks

Escalate inquires and requests as necessary to the appropriate department or person following outlined guidelines

Display a courteous and empathetic attitude to all customers & live streaming viewers

Perform research to answer customer inquiries and requests

Answering customers queries and questions

August 2014 – April 2019 COO & HRM: Amka Holdings Ltd

Key Duties

Human resource duties

Monitor attendance and staff attitude towards their roles

Prepare budget report and ensure adherence to the budget

Organize and supervise office purchases and team spending

Set sales targets and organize finances to meet the target

Support the Managing Director in formulating policies and implementation

Attend the AGMs and communicate the annual report to the member investors

Manage customer complaint and expectations

Manage Data Entry and Data Organization

Ensure the operations of the company are smooth running

Give direction and clarity on specific job roles

Maintain office discipline and etiquette

Staff welfare - communicate needs to the board of management

Ensure team work among staff

Organize staff training and conduct meetings

Ensure the office environment is conducive for all

Customer care

July 2012- To Feb 2014 Personal Financial Consultant: Standard Chartered Bank (K) Ltd

Key duties:

Providing solutions to financial needs for customers

Providing advice on personal financial management

Conduct periodic snap checks for the tellers on cash and drafts

Man the bank keys and manage the door

Provide service to the bank customers and ensure they get first resolution

Ensure team work among staff

Participate in CSR activities to have a touch to our community

Achievements:

Awarded Standard Chartered Nairobi Marathon Branch Champion certificate year 2012 and 2013

July 11th 2007- June 2012: Sales Manager: Barclays Bank-Nakuru East

Key duties:

Driving performance by networking, identifying, coordinating and organizing market activations for the Customer Advisors. This reduces significantly the cost of traveling and tele-selling through innovative means like camping and concentrating in activations, cold canvassing, cold visits, presentations and referrals.

Effective Coaching, supervising, training, and motivating each of the Customer Advisor to meet the targets and challenges of Direct Sales.

Growing talents and capability in the direct sales team, communicate set targets and develop strategy and plans on how to meet the targets and surpass without compromising customers’ needs and relations

Conduct call backs to customer who have signed up for bank product(s) to ensure that product features were well communicated including expected turnaround time, service fees and commissions.

Perform compliance checks on product applications prior to forwarding them to the appropriate departments to ensure proper control measures have been adhered to.

Conduct sales presentations to group and individual customers introducing the bank products namely Accounts, Loans, Cards, mobile banking and Internet banking, as well as advising and communicating other information related to the bank like changes in fees, tariffs, rates etc.

Handle complaints from customers, resolve what is within my reach and escalate what is beyond my level to the appropriate persons, follow up to ensure the customer does not feel neglected.

Resolve conflicts emerging within the team

January 2006 - June 2007: Administrative Assistant; Centre for British Teachers (CFBT)

Key Duties:

Ensure the participants invited have arrived and signed the required registers

Man the stationery, issue and document the issuance records

Ensure all the learning materials are in order and ready at the times and dates required. These include books, manila papers; teaching aids i.e. tapes and pictures for illustration.

Prepare travel claims for all the participants and facilitators, liaise with the institution accountants to ensure refunds are paid and on time.

Liaise with institution heads to ensure that participants get good facilities for sleep and food.

Compile data from all the lessons learnt in a week, organize, type and send it to the head office

Compile report regarding the course and feedback from participants and send it to head office on a weekly basis.

REFEREES

Peninah Muchiri

Associate Director,

Amka Holdings,

Box 370**-*****

Nairobi,

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

Edittah Njoroge

Regional Manager,

Barclays Bank (K) Ltd (ABSA)

Box 30120 - 00100

Nairobi

Tel: +254-*********, 072*-******

Pauline Karanja

Customer Care Manager,

Standard Chartered Bank

Box 10-20100,

Nakuru,

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

Contact this candidate