Customer Care

EUNICE ANDATI OMUHAKA

P.O. BOX *** NANYUKI, KENYA

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

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

CAREER PROFILE SUMMARY

A proactive professional experienced in defining and analyzing customer requests to resolve issues accurately and in a timely manner in order to win customer loyalty. This is made possible by my ability to thoroughly understand products which results in better response to enquiries. Additionally, I am also a graduate of international relations keen on strategically identifying, devising and implementing customized solutions to support global business strategies and needs. Highlights of my experience include; keeping records of customer interactions, comments and complaints, handling customer complaints and providing appropriate solutions, contacting customers informing them about new and existing products and conducting progressive market intelligence. I am now looking to work with a company where I will exploit my experience in customer relations and marketing and as a result contribute to more business acquisition.

EDUCATION BACKGROUND

2019 - (On-going) Diploma in Business Administration- Kenya Institute of Professional Studies (KIPS).

Bachelors of International Relations and Gender Studies- United States International University (USIU); December 2016

KEY SKILLS AND COMPETENCIES ACQUIRED

Customer Relations: Experienced in proactive customer engagement through reviewing customer issues, proactively recommending solutions tailored to suit their needs and providing them with high quality service.

Customer Management: Expert in customer relations having successfully resolved customer complaints by identifying problems and taking appropriate corrective action.

Relationship Management: Ability to establish and grow strong relationships with current and potential clients by interacting with them through one on one interaction to meet their needs.

International relations: Knowledgeable in the global interactions between states, non-state actors, and economic and social structures and processes.

International studies: Thematic expertise and familiarity with the relevant international efforts on mediation, mediation-support and dialogue facilitation

Peace and Conflict resolution: Excellent problem-solving and conflict resolution skills and the ability to weigh arguments and to sift material. Acquired on how to promote peaceful relations and foster diplomatic interactions among people

Mediation skills: Gained significant knowledge in methodologies for mediation and arbitration.

ICT Competence: Good command of Microsoft Office tools, word processing, data handling and processing and the internet. I am also conversant with core banking systems and CRM.

WORK HISTORY

Customer Service Representative

Mombasa Maize Millers Nairobi; September 2017 to February 2019

Duties and Responsibilities:

Receiving and processing sales orders.

Welcoming visitors and customers and noting down their orders.

Conducting progressive market intelligence which can be used to make major decision affecting sales and marketing.

Contacting customers informing them about new and existing products.

Responding to queries from clients via telephone and email.

Keeping customers informed on status of their orders and availability of company’s products.

Handling customer complaints and providing appropriate solutions.

Keeping records of customer interactions, comments and complaints.

Keeping and updating customer data base.

Conducting telesales and cross-selling.

Notifying customers in case of any price change via bulk sms and order hunting.

Tracking salesmen vehicles to ensure deliveries are made on time.

Internship

National Hospital Insurance Fund; May to July 2017

Duties and Responsibilities:

Undertook Audit Surveillance to all accredited hospitals under Ruaraka Branch

Approved and filled claims both physical and in the system

Received and captured claims both general and hospital

Dealt with NHIF receipts, master roll to confirm correct NHIF deductions

Managed the physical and system filing of registration and amendment forms

Handling informal sector/ field marketing and balancing the revenue receipts slips on the system

Customer care services

Filing receipts according to their year, date and the bank

Updating existing members details and dependents in the system

Internship (Marketing)

Salim Wazaran Kenya Co. Ltd (Indomie); May – August 2016

Duties and Responsibilities

Performing cooking demos of Indomie (Instant noodles)

Attracting customers to buy Indomie

Compiling marketing report e.g. customers preferences

Organizing for outdoor events as per market positioning.

Reconciling stocks

OTHER PAST EXPERIENCES

Internship- National Hospital Insurance Fund; September–December 2015; I handled the Registration of new members, Filing and documentation, Switch board operation, Handling queries from members and other visitors and Ensuring NHIF Act is adhered upon individual and corporate registrations.

Volunteer work- Nyumba ya wazee – Kasarani; January- April 2015

Certificate of participation in marketing strategies and communication skills by Sheer Logic

REFEREES

Bernard Bosire

Human Resource Officer

Mombasa Maize Millers (Nrb) Limited

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

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

Daudi Kigen

Head Member Management

National Hospital Insurance Fund (Ruaraka Branch)

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

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

Mary Sharon

Key Account Manager

Salim Wazaran Co. Ltd (Indomie)

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

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

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