Customer Service
Resume:
ANTONY MUNYAO BENJAMIN
P.O.BOX *****- ***** NAIROBI, KENYA
CELL PHONE :( +254-***-***-*** Email:**************@*****.*** NATIONALITY: Kenyan
LANGUAGES: English, Swahili
I.D NO: 29346145
Team Management
Customer Service Support
Customer Experience (CX)
Lead Development
Client Relations
Reporting and Analysis
Call Centre Operation
Team Coaching
Excellent Communication
Trouble Shooting
Problem Resolution
Performance Management
Quality Analysis
Public Relations and public management
Social planning in developing countries
Public personnel management
Quantitative and qualitative research
Public Administration and Communication
Regional cooperation and conflict manage
SKILLS AND CAPACITY
PERSONAL INFORMATION
THEMATIC ACADEMIC INTERESTS
Training Attended
September 2018: Trained on excellent iCare solutions for handling Airtel customers at ISON BPO.
May 2017: Trained on Unilever products and customer service at Horizon Call Center.
January 2017: Trained on Multichoice products and customer service at Horizon Call Center.
20th-24th April 2016: Trained on Leadership, management and conflict resolution with Hope World Wide.
October 22nd 2015: Participated in the Regional Economic Outlook- “Maintaining Growth in uncertain world Structural Transformation in Sub- Saharan Africa” by Antoinette Saye and Sean Nolan of African Department, IMF. August 2015: Trained and certified on management, leadership and corporate responsibility by the Training and Development department in Britam Insurance April 2016: University of Nairobi
Course: Bachelor of Arts ( Graduated with a Second Class Upper Division in International Relations, Communication & Socio-economics
November 2010: Turkish Light Academy School
Course: KCSE (Successfully completed high school with an A- and received direct admission to the University.
ACADEMIC BACKGROUND
May 2020- September 2020: Customer Experience Executive at Calltronix Contact & Training Center. Handling and Managing Swvl Survey Project. Tasks and Responsibilities
Contribute in ensuring high quality leads are submitted
Overcome any objections against products andad services we introduce and identify customer needs
Meet the quota assigned per campaign per day
Following up on Leads identified by QAs as incomplete immediately
Complete the number of dials requirement per day
Attending to the Customer queries and needs
September 2018- to May 2020: Senior Customer Care Executive acquainted with Call Center Operations and Quality Analysis at ISON BPO. Handling Airtel Network customer calls.
Tasks and Responsibilities
Build rapport with customers by handling each and every customer call in a courteous and professional manner.
Ensure consistently impartation of the correct product and services information during each call.
Obtain, impart, clarify, and verify information to and/or from customers to ensure delivery of exceptional customer service.
Demonstrate appropriate levels of empathy in situations that require these skills and provides customers with caring individualized attention.
Accurately tagging each call as per defined tagging list/CRM tagging list.
Ensure that the quality of each call is in compliance with predefined quality parameters.
Consistently contribute towards improving customer experience by identifying potential areas for process/productivity improvements and highlights the same to the Team Leader.
Utilize the relevant tools and resources provided by the Company to respond to customer queries and requests and support management in smooth operations.
Assist with Coaching agents on performance metrics through feedbacks from Quality Analysts Team.
Provides on-the-job training support to new team members to facilitate improvement in their levels of performance – through mentor/mentee relationship
WORK EXPERIENCE AND EXPERTISE
January 2017- to August 2018: Customer service representative and Team Lead at Horizon Contact Centre. Handling Multichoice and Unilever Customer calls. Tasks and Responsibilities
1) As a Customer Service Representative
Attracting potential customers by answering product and service questions.
suggesting information about other products and services.
Tagging each call correctly.
Open customer accounts by recording account information.
Maintain customer records by updating 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.
2) As a Team Lead
Contribute to team effort by accomplishing related results as needed.
Conducting staff performance reviews.
Handling any customer complaints.
Responding to customer email or telephone inquiries.
Ensuring high quality and accuracy of work from call center staff.
Putting together daily performance reports for senior managers.
Liaising with the Call Center management team to monitor the effectiveness of service policies and practices.
Troubleshooting any operational problems.
Team Coaching and providing feedback.
Tracking the number of inbound calls and being visible at all times to all call center staff
June 2015-December 2016: Sales Team Lead in Kenyan Alliance Insurance firm. Tasks and Responsibilities
Recruitment of sales Agents.
Training of sales Agents.
Marketing for the company.
Overall management of the department.
Maximized overall sales production by maintaining 95% target annually. May 2013- April 2015 Financial Business Consultant at Britam Insurance firm. Tasks and Responsibilities
Involved in advising clients on financial plans
Predicting the financial returns in investing and savings
Selling financial policies, achieving a sales target of 85% weekly.
Marketing for the company.
Settling company claims and resolving disputes successfully.
Networking and socialization
Photography
Volunteering eg Red Cross Kenya & Busara Research Centre
Hiking and Barbecue
Motivation and Public speaking
1. Doreen Langat
Quality Analyst
Calltronix Contact & Training Center
2. Teresa Momanyi
Team Lead
iSON BPO Call Center
HOBBIES AND INTERESTS
REFEREES
3. Collins Ocholla
Quality Analyst
Horizon Contact Centres
4. Mathews Arwa
Skills and Development Trainer
iSON BPO Call Center
Personal Summary: Antony is a
commited, friendly & hardworking
Customer Service Support and
Experience Executive with a passion
for providing 100% excellent
customer service at all times. My
excellent customer service,
Management, Organizational,
Problem Resolution and
Communication skills combined with
my 6-7years work experience make
me a real asset to any Organization I
work for. Passionate and
Experienced with a proven track
record of value driven addition
mentality in every customised
experience, focussed on production
metrics rather than turnover metrics as the new age of the Corporate worldworld insight. Antony is always having the needs of the customer and the reputation of the Organization at heart.I have resolved more than 200 customer service issues and complaints through emails,telephone calls and face to face successfully.
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