Customer Care Service
Resume:
Curriculum Vitae - CONSOLATA AYIETA February ****
Consolata Ayieta
Quality Analyst
I am dedicated, determined and I strive in achieving excellence in any given
task. Over the years through my career I have developed analytical skills,
communication skills, problem solving skills as well as team work participation
*****************@*****.***
which has enabled me acquire leadership roles that has helped me grow my
team as well as myself. I love challenges since they help me learn more and
keep me motivated to achieve.
WORK EXPERIENCE
May 2016 - October 2019
Quality Analyst Pevans East Africa Ltd. (Sportpesa)
Nairobi * Demonstrate knowledge of company's mission, purpose, goals and
ability to help employees successfully achieve them. * Identify staff requirements
and communicate to human resource department to initiate recruitment and
training process. * Identify new ideas, products and/or features that improve
customer satisfaction, reduced costs and kept product line in forefront of
industry. * Measure team performance and reported metrics to leadership team
members on weekly, monthly and quarterly basis. * Continuous quality
improvement program to improve on performance of the organization. *
Monitored social media responses and online sources to gauge customer's
journey with the organization and give feedback. * Built, managed and coached
in-sourced and outsourced team, implementing training programs to improve
efficiency and productivity. * Prepare reports by collecting, analyzing and
summarizing information. * Analyze, interpreted and converted statistics into
charts and graph reports to present research finding at meetings. * Implemented
and developed customer service training processes.
November 2015 - April 2016
Team Leader Pevans East Africa Ltd. (Sportpesa)
Nairobi * Assisted with business development and customer service. * Molded
team and embraced change to adopt within dynamic market * Directed
personnel training and mentored team members to promote productivity,
accuracy and commitment to friendly service. * Increased customer retention
and satisfaction by closely monitored team member performance and assessing
problematic practices. * Cross-trained and provided back up for customer
service managers * Established open and professional relationships with team
members which helped resolve issues and conflicts quickly * Trained team on all
aspects of operating procedures and company services * Led team of 18
members while providing exceptional customer service * Mentored and guided
employees ensuring all were trained in product knowledge and capable of
performing assigned duties * Oversaw team of 18 customer service professional
assisting several customers
Empowered by
Curriculum Vitae - CONSOLATA AYIETA February 2020
February 2015 - October 2015
Customer care representative Pevans East Africa Ltd.
(Sportpesa)
Nairobi * Delivered exceptional customer service to every customer by
leveraging extensive knowledge of products and services and creating
welcoming, positive experiences. * Answered average of 150 calls per day,
addressing customer inquiries, solving problems and providing product
information. * Promoted available products and services to customers while
providing exceptional customer service and driving retention * Increased
efficiency and team productivity by promoting adherence to operational best
practices and company policies. * Enhanced productivity levels by anticipating
needs and delivering outstanding support * Collaborated with staff members to
enhance customer service experience and exceed team goals through effective
client satisfaction rates. * Optimized customer support by establishing
collaborative service environment. * Met all customer call guidelines including
service levels, handle time and productivity. * Promptly responded to inquiries
and requests from prospective customers. * Communicated accurate information
about promotions, customer programs and products, providing exceptional
customer service and driving retention
August 2014 - February 2015
Customer care representative Horizon call Centre (Orange)
.Handle customer queries and solve their issues
.Advise on new products and how to use.
. Explain to customer simpler ways to use the products.
.Handle customers complains and escalate them.
August 2012 - August 2013
Regional Manager Uniserv Education
Uniserv Education (study abroad), Nairobi * Educated counselors on contract
procedures, administration and interpretation * Collected data by identifying
sources of information, including designing survey and collection methods *
Assisted human resource and counselors with new hire processing and existing
training programs * Developed and edited template contracts with any changes
in our company's service lines or new developments * Built, managed and
coached in-sourced and outsourced team, implementing training programs to
improve efficiency and productivity * Researched relevant resources to assist
members as needed, identified member representation needs, and troubleshot
next steps to provide optimal support for member.
EDUCATION
2007 - 2010
diploma community health HIV and AIDs management
Mt. Kenya university
Empowered by
Curriculum Vitae - CONSOLATA AYIETA February 2020
SKILLS
Call center management
Call center operation (customer support)
Customer service
Customer support, CRM systems
Leadership skills
Quality control and supervision
Quality management
Quality systems (ISO, CMMI, etc.)
Supervision
Training delivery
Troubleshooting
LANGUAGE SKILLS
English
Empowered by
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