Customer Service Representative
Resume:
TIMOLYNE A. AWANDO
P. O. Box 752**-*****, Nairobi.
Cell Phone: +254-***-***-*** Email:******************@*****.***
PERSONAL DATA
Name: Timolyne A Awando
Date of Birth: 11th October 1987
Gender: Female
Nationality: Kenyan
Id Number: 26666596
ACADEMIC QUALIFICATIONS
2002 – 2006: K. C. S. E.
St Teresa`s Girls Secondary School
1994 – 2001: K. C. P. E.
Nairobi South Primary School
PROFFESSIONAL QUALIFICATIONS
Aug 2010 to July 2011: Diploma in Community Development
Module III- Credit
Aug 2009 to July 2010: Diploma in Community Development and Social
Work Module II- pass
Feb 2008-July 2009: Certificate in Community and Social Development –
Pass
June 2007 - Sept 2007: Certificate in Computer operations – Distinction
June 2007- Sept 2007: Certificate in First Aid
CAREER OBJECTIVES
Aspiring to apply and share my acquired knowledge to develop a career in
Community Development both at the grass root and national level.
.
To serve in any challenging institution that promotes career development
and advancement thus enable me to be creative and innovative and
ultimately achieve development goals.
PERSONAL PROFILE
A team player, open minded. Extreme ability to work under stressful
Conditions, focused and self-motivated and ready to work
With minimal supervision.
ADDITIONAL SKILLS
Computer operations
First Aid – Red cross
Writing Proposals
INTERESTS AND ACTIVITIES
Socializing
Travelling
Meeting new people
Other cultures
WORK EXPERIENCE
18th April 2011 to 18th July 2011:
Worked as a social worker offering social services at Kenyatta National Hospital (internship)
Responsibilities
Counseling of patients
Home placement
Referrals
Advocating for credit facilities for needy patients
Repatriation
21th July 2017 to 25th October 2019:
Worked as a customer service representative (CSR) at ISON BPO a Company outsourced by Airtel Kenya.
Responsibilities
Provide the customers with information, solutions or instructions that are relevant to their situations or questions.
Identifying the depth of the need for information.
Giving customer additional information by providing option or taking action.
Maintain corporate client relations.
Maintain a strong knowledge of products of the company.
Ensure all customer’s queries are investigated and resolved, escalating issues if appropriate to the customer service Manager.
Maintain professional working relationship with internal and external customers, customer service management and colleagues.
MARCH 2021 TO PRESENT
Currently working as a Customer Service Representative (CSR) at M-KOPA Solar Limited.
Responsibilities
Maintain professional working relationship with internal and external customers, customer service management and colleagues.
Responds to customer queries on both inbound, outbound and tasks.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
Keep records of customer’s interactions and provide accurate, valid and rightful information by using the right methods or tools.
AUGUST 2021 MOVED TO RETAIL SUPPORT TEAM
Responsibilities
Handling all Dsr issues including allocation of devices on mkopa net, raising their complaints on payments, customer returns/refunds, customer downgrade/cancellation and other relevant channels.
Providing troubleshooting for customer issues presented and ensuring correct system documentation for easier follow up and also advising the customer on how to maintain the good condition of their devices and to make prompt payments.
Answering customers questions about the company products, prices and the procedure involved to attain them, notifying them about any running promotions and encouraging them to take part.
Ensure first call resolution is attained with every Dsr or customer call and ensure correct follow ups through the correct channels where necessary.
During my work experience, I have developed my ability to work from home independently and be able to do basic troubleshooting of own internet connectivity and tools. Basic know how to connect remotely to online meeting channels using tools such as Teams, zoom, skype etc.
High level of discipline and time management. Proactive in seeking help from my supervisor to address any challenges. Ability to multitask and ensure that key deliverables are not compromised by the wok from home environment. Within a short period I was moved to a different department due to my skills and competencies which made me exceptional hence promotion to the Retail Support team.
REFEREES
1.Simiyu Chaplin
*********@*****.***
Senior Team Leader
Mkopa Solar Limited
2.Jasper Mwiti Njue
P.O Box 3288 Thika
073777445
Senior Team Leader
Ison Bpo Limited
**********@*****.***
3.Michael Stephen Gitau
**********@*****.***
Manager (Lalanasi Lodge & Tented Camps)
P.O BOX 230**-*****)
Contact this candidate