KEZZIAH WANJIRU CHEGE

Nairobi, KE Email: adw6ak@r.postjobfree.com Phone: (254-***-***-***

Customer Service Engineer

Energetic, proactive and dedicated professional with commendable record of accomplishments in influencing revenue positive outcomes. Recognized for calm demeanor in mediating conflict and pursuit of delivering consensus amongst stakeholders with diverse agendas. Enjoys opportunities to think outside the box deriving new solutions to old problems through strategic information gathering, data collection and comprehensive scrutiny. Persuasive and concise communicator experienced in dealing with all levels of management in varied industries. Addressing various business office needs through file and document management, inventory allocation and technical training. Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies. Responsible Assistant Supervisor specializing in Front Office Administration. Knowledgeable about documentation, reporting and training. Adept at improving team productivity and reducing costs. Administrative leader offering experience prioritizing and delegating administrative tasks to drive goal achievement. Proficient in schedule coordination, resource allocation and office supply inventory management. Dedicated to training and mentoring top talent while cultivating a productive work culture. Academic preparation includes Computer Engineer, Diploma Level. AREAS OF EXPERTISE

Call Center Management Workforce Development

Front Office Administration Training Development

Performance Management Appointment Scheduling

Quality Control Cashiering

Strategic Financial and Business

Planning

Invoicing and Emailing

Back office Clerk

CAREER EXPERIENCE

Assistant Supervisor Jan 2021 – Current

Fairmart Supermarket Limited

Welcoming and directing visitors, coordinating meetings and appointments and performing clerical tasks, like answering questions about company offerings with knowledgeable responses about products and services and evaluating the needs of each customer and providing solutions that are in alignment with their specific needs including responding to emails. Accomplishments

Checked and inspected all delivered goods from external suppliers.

Communicated closely with the Head of Operations regarding the needs, concerns, or issues in the office.

Developed relationships with customers, vendors, and guests to present the company in a professional manner.

Received incoming calls and made outgoing calls in regards to Telesales and answering customer queries.

provided detail-oriented administrative support to 100+ coworkers to ensure efficient office operations.

Revised work practices to improve efficiency, boost quality and meet production goals.

Supported Supervisor by preparing production reports and collating quality documentation.

Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

Created successful work schedules for each team member to maintain deadlines and fully staff shifts.

Coordinated with day shift supervisor to balance staffing as workloads changed.

Met with vendors to review purchase options and negotiate contract terms.

Maintained accurate inventory, working with purchasing department and logistics for resupply

Tracked department resources and expenses.

Submitted documentation and reports to upper management.

Delegated high volumes of work to empower team, build trust and assist with professional development.

Set overall vision and provided team leadership.

Coordinated employee schedules to keep pace with business needs and meet company demands.

Achieved results by working with staff to meet established targets.

Conducted routine inspections to check quality and compliance with established specifications.

Monitored workflow to improve employee time management and increase productivity.

Handled customer complaints, resolved issues and adjusted policies to meet changing needs.

Worked with management team to implement proper division of responsibilities.

Worked hand in hand with the cashiers as well as clearing the cashier registry.

Inspected and received all deliveries from the suppliers.

Staying up-to-date with emerging trends of available to merchandise new products that the company will offer to clients and customers.

Ensuring shelves remained stocked with tidy and quality products. Office Clerk Sep 2019 – Dec 2020

Mosbet Distributors Limited

Interacted closely with other team members in the course of work to ensure everyone carried along their duties efficiently and updated on work progress in order to achieve maximum results. Accomplishments

Assisted accounts with implementing promotional and marketing strategies in regards to increasing sales and overall business growth.

Recruited and trained top notch sales representatives to excel in customer service and sales to achieve desired results and increasing gross margin.

Continually assessed processes for improvement opportunities. Suggested and implemented changes to enhance defined processes and improved sales and service.

Monitored the sales floor regularly, talking to staff and customers for feedback, and identified or resolved urgent issues such as improving customer response time from 8 minutes to an average 3 minutes.

Prospected on daily basis, cold calling from prospect list provided by Marketing and by researching possible new customers through LinkedIn and internet research.

Managing inventories and stock including keeping detailed records of inventory use and sales.

Deliver, receive, issue receipts from external and internal clients.

Making out bound calls to both new and existing clients to get feedback on the services offered.

Assist with the overall maintenance of the organization and its offices as well as maintain office equipment and supplies.

Sales Team Leader Apr 2017 –Aug 2019

Tiens International

Created quality error trending reports to identify errors, process/system flaws, and training needs and made improvements to streamline the process and increase effectiveness. Accomplishments

Monitored in-bound and out-bound calls made and received by various operation teams and provided feedback to improve their client experience.

Assisted in crafting training materials and running onboarding sessions to help incoming team members.

Took ownership of escalated situations that needed to be handled cautiously and efficiently due to the potential impact on customer satisfaction and brand image.

Trained new employees and staff on customer relationship management software (CRM) by creating a training manual and walking employees through each step of the system including how to input data and its best uses which improved and systemized customer files resulting in faster obtainment of legally requested materials from 2 hour to less than 15 minutes. IT Manager Jun 2015 – Aug 2017

Icon Business Solutions

Performed a variety of concurrent task, handled escalations, time critical issues, maintained time sensitive records and created reports. Promptly and methodically respond to customer inquiries to identify and resolves issues with initiative and good judgment. As well as transferred calls that required more focus assistant.

Accomplishments

Increased customer retention by 15% and added new customers increasing company production by 20% through monitoring inbound and outbound calls to ensure the Quality Assurance Requirements are met.

Developed and designed a manual training kit for all employees on how to receive and make calls using the same procedure to accomplish client satisfaction.

Worked closely with account executives and solutions analysis to gain clear understanding of expectation of High Revenue Accounts.

Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.

ACADEMIC EXPERIENCE

Diploma In Computer Engineering Kiambu Institute Of Science And Technology 2010 – 2011 Certificate in Computer Operation Daughters Of Charity Cardinal Otunga Centre dec 2009 – Apr 2010 CERTIFICATION

Kenya Certificate Of Secondary Education (KCSE) Jan 2006 – Nov 2009 Systems Proficiencies:

Microsoft Office Suite (Word, Excel and PowerPoint) Google Suite Applications

Customer relationship management (CRM) System

Zoom

Quick Books

POS

Sage, Pastel

REFERENCE

Geoffrey Makumi

Supervisor

Fairmart Supermarket Limited

Cell +254*********

Simon Mukuria

Head Supervisor

Mosbet Distributors Limited

Cell +254*********

Shadrack Martin

supervisor

Tiens International

Cell +254*********

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