Customer Service Call Center

PHILLIPINA YVONNE

HAZLITT

P.O BOX *****-****, Nairobi, Kenya

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

Cell: +254-*********

PERSONAL SUMMARY

A highly motivated, confident individual with exceptional multi-tasking capabilities and able to work in a target driven, busy cell center environment. Hardworking with excellent attendance and punctuality records who can work equally well alone or as part of a team. Can communicate effectively with people from diverse backgrounds and would be an asset to any employer who respects loyalty and responsibility. Keen to find a challenging position within an ambitious employer where I will be able to continue to increase my work experience & develop my abilities. CAREER HIGHLIGHTS:

● Over 5 years’ customer service and management experience in call center operations.

● Able to handle complex calls and situations.

● A proven track record of handling high volume calls

● Excellent listening and problem solving skills

● Good keyboard skills and knowledge of customer service principles & practices.

● Proficient educator and coach with ability to communicate clearly to any audience

● Excellent multi-tasking abilities; quick and effective problem solver

● Highly adaptable; thrive on challenges and excel in new environments

● Able to produce positive results independently; extremely self-motivated

● Loyal and dependable, believing internal principles dictate performance

● Sound abilities with MS Office applications including Outlook, Access, Excel and Word

● Skilled in constructing, proofing, editing, formatting and maintaining documents, databases and spreadsheets.

● Skilled in organizing information and developing reports, training materials and presentations using word processing and other software (MS Word, PowerPoint, Excel).

● Skilled in communicating information clearly, concisely, and effectively, both verbally and in writing.

● Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

● Strong prioritization and organization skills

● High time management and problem- solving skills WORK EXPERIENCE

Personal Assistant January 2023 to July 2023

Polyflex Industries

● Acting as a first point of contact for callers

● Dealing with emails and phone calls by responding, passing on messages or highlighting them for their manager's attention.

● managing diaries and organizing meetings and appointments Faustina suites

Receptionist lead Jan 2022 – Dec 2022

● Receiving inbound calls

● Responding to emails and messages

● Welcoming guests

● Checking in of guests / checking out guests

Lone star Enterprises – Petrol Station

Admin Assistance Feb 2020 – December 2021

● Maintained and updated stock and equipment inventory.

● Assist customers in selecting appropriate products.

● Labeled and arranged attractive displays and stock shelves.

● Stock appraisal capture and entry.

● Managed customer complaints and rectified issues to complete satisfaction.

● Answered phones to direct callers, schedule appointments and provide general office information

● Oversaw daily purchased and managed all supply inventories.

● Communicated with vendors to place and receive orders, request maintenance services and deliver instructions on behalf of office management.

● Contacted customers via phone and email to confirm deliveries and follow up with inquiries.

● Generated shipment invoices, prepared packages and set up courier deliveries for customers Boshorus Company – C/O

Turkish Airlines Customer

Service April 2019 – Jan

2020

● Coordinated with business, technology and support teams to ensure system solutions meet business requirements

● Arranged domestic and international travel, hotel and transportation needs for staff.

● Contacted customers via phone and email to confirm arrivals and departures.

● Managed customer complaints and rectified issues to complete satisfaction.

● Answered phones to direct callers, schedule appointments and provide general office information

● Set up and maintain physical and electronic filing systems.

● Coordinated staff travel itineraries and reservations, including flights, hotel rooms and ground transportation.

● Wrote email messages, memos and business letters for management and proofread all documentation to provide error-free correspondence. Kasha Technologies

Customer Care Jan 2018 – Feb 2019

● Receiving general requests and inquiries via telephone, walk-in, e-mail and regular mail from customers

● Responded to inquiries from provider offices and various internal departments in a timely and accurate professional manner

● Processing customer orders including entering orders

● Responded to more than 70 inbound service calls daily, assisting customers with the resolution of various malfunctions.

● Delivering exceptional service to our customer by going out of the way to please them

● Providing the first call resolution, while following strict procedures that meet compliance guidelines.

● Identifying and offering the customers the products and services they need and want to succeed financially.

● Navigating multiple computer systems, applications, and utilize search tools to find information

StarTimes Media

Call Center Agent April 2016 – August 2017

● Providing advice, information and assistance to callers.

● Attempting to resolve all enquiries on first contact with the caller.

● Making sure that all telephone calls are answered promptly.

● Dealing with a customer’s queries, requests, orders or complaints.

● Following up customers by calling them back. Research required information for callers using available resources.

● Essentially receiving up to 50 incoming calls from customers daily.

● Involved in processing orders, forms and applications.

● Accurately recording details of calls and issues on logging software.

● Having a professional and courteous manner at all times.

● Identifying and escalating priority issues or customer complaints.

● Sending emails to clients answering their enquiries.

● Taking ownership on all calls and queries answered. Arranging appointments for engineers to attend premises & make repairs.

Trade winds Aviation Services

Customer Service Jan 2013 – October 2014

● Provided top superior, friendly, and efficient customer service

● Handled and resolved customer questions, comments and complaints pleasantly by providing superior customer service while working face-to-face with customers

● Greeted all customers using prescribed, appropriate dialogue as they arrive on the lot

● Reminded customer to check for personal belongings

● Provided information in a professional and courteous manner regarding transportation to the airport terminal

● Provide all customers with undivided attention while assisting them

● Assisted customers with directions, maps, local area information, and appropriate service information; effectively and efficiently resolve all customer service issues as necessary

● Performed other customer service related duties, in addition to those listed, to ensure our service levels meets the needs of the customer

EDUCATION AND TRAINING:

August 2023 to January 2024 : Code Blue Medical Training Institute

: Certificate in Certified Nursing Assistant

02/2011 - 09/2012 : Kenya Institute of Professional Studies

: Diploma in Cabin Crew/Air Hostess

01/2009 - 03/2009 : Vera Beauty College

: Certificate in Beauty Professional

April to July 2009 : Links Computer College

: Certificate in Computer Packages

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