Tel: 443-***-****

Email: ads1za@r.postjobfree.com

Monica Wambui Thuo

Objective

To be a team player and put all my knowledge and professionalism at the disposal of my employer.

Work experience:

August 2018-Present- Comcast Corporation

Billing Representive

Duties:

Answering incoming calls regarding technical questions and problem solving related to Comcast products as well as customer equipment.

Handling some billing overflow calls and offer Comcast products and services to meet customer needs.

Demonstrates functional skill to troubleshoot and resolve technical problems and other general account inquiries over the phone in a single customer interaction to maximize the customer experience, with demonstrated ability to articulate relevant information and directions in an organized and concise manner.

Follow established troubleshooting procedures, including use of appropriate resources and desktop tools. When necessary, produce work order according to established business rules.

Demonstrated ability to establish and maintain effective relationships with customers. Effectively gains the customer’s cooperation to work through the troubleshooting process, ensuring customer problem resolution.

Corrects discrepancies on customers’ accounts, and researches service disruptions as necessary. When appropriate, follow established escalation procedures to expedite prompt resolution.

Begins to act as a product consultant, articulating product features and benefits and making recommendations based on customer needs/interests; identifying buying signals and asking for the sale, reselling current value or right-size, delivering a quality customer experience.

Demonstrates functional skill in communicating and explaining basic account information to the customer with focus on first-call resolution.

Multitasking between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations.

Demonstrating awareness of company policies and procedures while applying sound judgment within scope of their empowerment and follows guidelines for Customer Proprietary Network Information (CPNI) and Personal Identifiable Information (PII).

Educating and promoting self-service options.

Fundamental understanding of competitive environment and begins to position Comcast’s products positively to our customers.

Ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.

Demonstrating ability to achieve established goals and performance metrics.

Interacts with customers via telephone, e-mail, or face-to-face to assist with a variety of customer inquiries and issues. Must be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse.

December 2016- August 2018- PNC Bank

Branch Sales and Services Associate

Duties:

Acquiring and deepening the branch customer base through a variety of proactive sales and service activities

Managing the customer experience by identifying opportunities to improve the customer's financial wellbeing

Collaborating with ecosystem partners to grow customer's share of wallet

Positions PNC solutions to drive new revenue and customer loyalty

Driving proactive sales conversations through internal and outbound interactions with a defined sales process including outbound calling, service to sales, teller interactions, appointment setting and effective lobby engagement, ultimately elevating client loyalty

Delivering a full PNC conversation with every client interaction to identify appropriate PNC solutions

Leveraging ecosystem partnerships as well as community Centers of Influence to acquire, expand and retain relationships

Creating customer loyalty and grow customer share of wallet through a differentiated customer experience

Performing lobby engagement activities to connect with customers and position PNC products to meet their needs

Educating customers on options for managing financial transactions by leveraging technology, tools and resources

Applying product and procedural knowledge to identify, mitigate and solve customer problems effectively to drive customer loyalty

Managing risk through adherence to all policies and procedures, demonstrating sound judgment within established limits. Demonstrating a heightened scrutiny to identify and avoid loss

Participating in branch daily operations, ensuring they are completed in an efficient and accurate manner

Assessing and effectively manage all of the risks associated with their business objectives and activities to ensure activities are in alignment with the bank's and unit's risk appetite and risk management framework

Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions, and ability to leverage that information in creating customized customer solutions

Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors

Ability to build and use effective working relationships within own department and across department, functional, and geographic reporting lines

Problem Solving - Working Experience through day to day interactions

Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations

Knowledge of and ability to design and develop retail lending products and services, manage and evaluate operational processes and procedures and ensure compliance with local and company policies

Knowledge of and the ability to recognize and be sensitive to the different perspectives and priorities of different customers

Knowledge of and the ability to identify and engage potential opportunities in the market. Build relationships and create opportunities. Plan, strategize and target the right industries. Create value propositions with impact

Advice, educate and engage clients on a variety of technological tools and resources allowing them to explore solutions to achieve their goals and financial well being

Applying knowledge of banking products and services to meet customer needs and enable them to achieve their financial goals. Identifying prospecting approaches to identify potential customers and create opportunities to sell financial solutions and ideas to customers

December 2015- December 2016- Woodforest National Bank

Retail Banker

Duties:

Processing customer transactions accurately and efficiently in adherence to bank policies and regulations such as cashing checks, processing deposits and withdrawals, loan payments, cash advances, transfers, and issuing monetary instruments

Opening, closing and other branch services including cash ordering and balancing, checks and supplies, completing logs reports, audits and control checks, maintaining and servicing ATM, and cleaning work area

Opening and performing account maintenance on certificate of deposit, consumer and business accounts; assisting with courtesy and collection calls as needed; seeking assistance from more knowledgeable branch staff when necessary

Address customer questions and concerns by phone or in person; filing disputes or refer them to appropriate internal resources for resolution as appropriate

Proactively seeks ways of developing and expanding customer relationships through marketing displays, call programs and and emails

Enhancing customer satisfaction and the professionalism by warmly greeting, engaging and developing professional relationships with customer and host retail partners

Achieving personal sales and referral goals by identifying, marketing and cross selling banking products and services beneficial to customer needs

April 2014 to December 2015- Target Corporation

Logistics Flow team Member and Customer Service Associate

Duties:

Pull merchandise from the stockroom to the sales floor

Locate and place extra merchandise into the stockroom

Stock merchandise on the sales floor

Keep receiving area and stockroom clean and safe

Unload merchandise to stock on the sales floor

Locate and place extra merchandise into the stockroom

Prepare new merchandise for easy stocking

Pointing out store sales and offer suggestions on special offers

Helping guests in shopping online and answer their questions to ensure customer satisfaction

Assisting guests on queries on returns and store pick ups

January 2014 to April 2014- Royal Farms

Customer Service Associate.

Duties:

Smiling, Making eye contact, Providing enthusiastic greeting to all customers entering the store.

Getting to know customers by name and remember it when they return to the store.

Going out of my way to make customers feel important and valued by giving them 100% attention.

Moving quickly to provide fast service.

Pointing out promotions and offer suggestions.

Thanking customers for their business and invite them back

April 2012 –July 2013 –Dillard’s Department Stores. Garland, Texas

Retail and Cosmetics Sales Consultant.

Duties

Focused on sales and profitability; maintained customer focus standards, set workpace and delivered on the store’s goals.

Introduced customers to new beauty products brought in the store.

Sought out and approached customers in and outside of selling area and greeted them warmly.

Recorded and maintained all customer information and preferences.

Catered for store initiatives, including but not limited to, selling floor maintenance, semi-annual inventory, and preparation for sales events, as directed by the sales manager.

Compiled Reports on sales of the day as directed by the Sales Manager.

Feb 2002- August 2011-Ashley’s Beauty Salon and Cosmetics Store, Nairobi.

Sales Manager.

Duties

Achieved targeted sales and new salon goals.

Ensured all marketing activities, beauty classes and demonstrations were conducted properly and effectively.

Developed and trained new beauty outlet owners by organizing and conducting seminars, trainings, visits and counseling sessions.

Liaised with promotional agencies, on any marketing matters such proposals on presentations and advertising to ensure a cordial relationship with the public and maintain the high prestigious name of the company.

Managed all financial accounts for sales of cosmetics and hair products.

Recorded all financial transactions.

Compiled Reports.

Organized beauty Workshops.

Organized promotional events for Ashley’s such as Hair shows and beauty makeovers.

Education background

2001-2002 Diploma in Mass Communication (Air Travel and Tours Training College)

Subjects Covered: Grade

Advanced Reading and Writing and Editing Skills B

Writing for Newspapers, Magazine & Business C

Audio Production A

Video Production B

Photography C

Writing for screen and Broadcast B

Communication Research B

Public Speaking B

Media, Morality Law and Ethics B

Introduction to Electronic Media B

Advertising B

Other Qualifications:

Type writing-40wpm., Ms Word, Ms Excel, Windows 98’ Use of Internet. Excellent Oral and interpersonal communication skills. Highly driven sales oriented, hardworking.

1995 – 1998 Arya Samaj Secondary School Nairobi

KCSE (Kenya Certificate of Secondary Education)

Extra Curriculum Activities:

Member of Journalism Club, Drama Club & Debate Club

1987 – 1994 Moi Avenue Primary School - Nairobi

KCPE (Kenya Certificate of Primary Education

Extra Curriculum Activities:

Member of Drama Club,

Debate Club &

Girl Guide

Interests Reading Current Affairs and Environmental Issues, Traveling & Creative writing.

Languages English & Swahili

Referees:

1. Alice Njeri 2. Greg Ford

Store Leader, AT&T

Manager, Dillard’s Department Stores Tel. 443-***-****

Tel. 214-***-****

Contact this candidate