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Customer Service, Telesales, Social Media, Microsoft Office Suite

Dubai, Emirate of Dubai, United Arab Emirates
May 21, 2020

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Karen Nyambura Kamau, BA

Email: Phone: +971-**-*******

D.O.B: 3 Aug 1990

Address: The Springs 3, Dubai – United Arab Emirates

(Visa Status: Visit)


Top-performing administrative and customer service professional with 5 years’ experience. Highly organized and skilled; possessing strong work ethics and positive attitude. Highly effective in fast-paced work environments, accurate, assertive and adaptable to diverse work environments. Well-versed in English verbal and written communication, possess multitasking attitude and perseverance to task completion. Good time management and able to work under minimum supervision. Proficient in executive support; handling appointments, writing correspondence and management customer. Strong background in MS Word, Excel, PowerPoint and Outlook.



E-Commerce Coordinator Nov 2019- Present

● Manage inquiries related customer orders, returns, refunds and general inquiries as well

● Liaise with retailer to ensure orders are fulfilled and returns processed according to company SLA

● Process customer returns and assist with creation of credit notes.

● Monitor orders, conduct quality checks to ensure accurate fulfillment.

● Support e-commerce merchandising team with coordination for photo shoots

● Support all areas of e-commerce operations.

● Liaise with customer service to resolve customer or product disputes.

Customer Relations Executive 2019 – Oct 2019

● Manage a team of junior customer service agents

● Oversee and assess customer service staff activities and provide them with regular performance related feedbacks

● Assist customer service staff with escalated issues

● Investigate and solve customer service complaints

● Provide supervision and technical assistance to customer service team to attain departmental and organizational goals

● Educate customers about organization’s products and services.

Customer Service Officer Dec 2018 - June 2019

● Handle customer queries and provide information on new products and services

● Promote products and place orders for customer in the sales system while driving direct sales

● Promote products and services

● Collect and store valuable CRM data within the company’s database

● Ensure brand loyalty through impeccable service provision

● Contact customers for feedback and follow-up

● Provide reports of the customer service process efficiency.

Brand Ambassador July 2018 - Nov 2018

● Create brand awareness through one-to-one interaction with the customer

● Marketing of products through promotions

● Participate in product campaigns awareness launch team

● Increase Jumia Food Application installs through brand activations, interaction and experiences.

● Brand marketing through social media awareness

● Help customers navigate the Jumia food App, on how to make orders.

● Build rapport with customers while driving direct sales.


Assistant Manager – Pool Division Jan 2014 – Feb 2017

● Oversee daily operations of the swimming pool and amenities as well as facility set up and break down

● Allot personnel, supervise staff including lifeguards, cleaners and the kitchen attendees

● Evaluate and counsel workers about their performance against set criteria

● Ensuring the highest quality assurance and control standards

● Provide timely and thorough performance evaluations of all associates and workers in the pool division.

● Organize and maintain accurate records for attendance, accident reports and daily balance sheet of income and expenses.

● Establish and attain targets for the pool division.

● Ensure that collection and fee realization policies are enforced.

● Periodically account for pool results achieved against approved business plan.

● Ensure development of new business from existing and new clients

● Optimize long-term profit contribution of the pool division.

Assistant Administrator Oct 2012– Nov 2013

● Screening phone calls

● Booking meeting rooms

● Arranging office couriers

● Maintaining office reception tidy

● Sorting and distributing mail


University of Nairobi, Kenya May 2010 - Dec 2012

Bachelor of Arts Degree, majoring in Political Science and Communication

Skills Highlights

● Excellent verbal & written skills

● Technology savvy; MS-Office suite

● Teamworking

● Efficient team management skills

● Time & schedule management

● Flexibility (able to carry out overtime

at short notice)

● Organization and Prioritization

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