Call Center Care Representative

PO Box 553**-*****

Telephone: 079*******

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

MEDLINE GWEYI – CURRICULUM VITAE

PERSONAL

DETAILS

Name: Medline Gweyi

D.O.B: 16/10/1999

Sex: Female

Address: 553**-*****, Nairobi

Telephone: 079*******

E-mail: ***********@*****.***

Nationality: Kenyan

PERSONAL

PROFILE

I am a customer support and call center professional with expertise in client management, customer service, quality assurance and administration work. I have a track record of anticipating customer needs, providing requisite product and service education to ensure highest customer experience, repeat business and sustained loyalty. A patient and effective communicator with extensive experience in call center management, team coordination, training and capacity building, quality assurance as well as business process improvements.

SKILLS &

ABILITIES

CRM Proficiency

Database- Microsoft Access

Database- MySQL

Microsoft Word, Microsoft Excel skills

Information and Communication- Microsoft Outlook

Excellent communication and interpersonal skills.

EXPERIENCE CUSTOMER CARE REPRESENTATIVE – TECHNOBRAIN GROUP JANUARY 2020-CURRENT

Techno Brain BPO/ ITES is a certified business process outsourcing offering Solutions in Call center Management. I work as a Lead under the – Page 2 of 4

Wananchi Zuku Fiber account.

Key Responsibilities:

• Answer phone calls and e-mails appropriately.

Extensive diagnosis and troubleshooting of all customer maters within the network including network configuration and wifi and voip management.

• Answers inquiries by clarifying desired information.

• Manage and resolve customer complaints.

• Follow up customer calls where necessary.

• Sell additional services by recognizing opportunities to upsell clients Key Achievements

1. Efficiently handled massive emails and call logs with minimum errors

& good customer service which were reflected in my Customer Experience ratings.

2. Promoted to Retention team after only 6 months in my role owing to consistent and outstanding performance.

LOAN RECOVERY OFFICER- COLLECTIONS AFRICA LIMITED

February 2017- November 2017

Collections Africa Limited is a business process outsourcing that handles loan recoveries for various firms and financial institutions

Key Responsibilities

- Follow up on loan defaulters by making calls and sending texts/emails where appropriate

- Maintaining call center database by keying in new and existing clients

- Upselling other services where appropriate

- Meeting loan recovery targets on a daily basis

CYBER CAFÉ ATTENDANT – BRILLIANT CYBER CAFE

January 2018-March 2019

Key Responsibilities

- Diagnose computer problems, monitor computer processing systems, install software and perform tests on computer equipment and programs.

- Provide helpdesk support for all clients

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- Ensure security and privacy of networks and computer systems. EDUCATION KENYA INSTITUTE OF MANAGEMENT - (2019-2021) Diploma in Business Management

KENYA INSTITUTE OF MANAGEMENT (2017-2018)

Certificate in Business Management

KATOLOLO HIGH SCHOOL – (2013-2016)

Secondary education.

LEADERSHIP (July 2017- current) ; An active member of Rotaract Club of Kitengela and serves in the clubs Public Relations Department, which deals with branding and promoting the image of the club.

(February 2015-October 2016); Served as the class captain and captain of the Environmental Conservation Club in Katololo School HOBBIES 1. Listening to podcasts

2. Travelling

3. Cooking

AVAILABILITY One week notice

SALARY According to your scale

REFERENCES 1. 1. Mr Paul Gatene,

Lead DTH supervisor, Zuku Fiber Group,

****.******@**.********.***

Tel: 071*******

2. Mr. Steve Kiriro,

Lead Quality Analyst, Techno brain Group,

**************@*****.***

Tel: 071*******

Page 4 of 4

3. Mr. Alex Oyuga,

Network engineer, Zuku Fiber,

****.*****@*****.***

Tel: 072*******

Contact this candidate