Customer Service Support
Resume:
L A Z A R O M A C H A R I A G I C H U K I
C O N T A C T P R O F E S S I O N A L S U M M A R Y
***********@*****.***
S K I L L S
Call Handling
Customer Inquiry Management Data Accuracy and Updates
Results-driven customer service expert with a proven track record in delivering exceptional service through prompt and effective communication. Adept at promptly answering calls, updating records, and addressing inquiries, ensuring minimized wait times and optimal customer satisfaction. Skillful in maintaining accurate customer data and responding to diverse product and service requests. Committed to fostering positive customer experiences by employing forward-thinking strategies to meet their needs and swiftly resolve concerns. Searching for an opportunity to channel my expertise into elevating customer interactions and driving organizational success.
Excellent Communication Teamwork and Collaboration Training and Demonstration Development
Workflow planning Problem Resolution CRM
Ms Word Ms Excel PowerPoint
Customer Record Maintenance Time Management Adaptability
Attention to Detail
W O R K E X P E R I E N C E
Hybrid Customer Support Agent (Remote) Sendwave International Remittance April 2021 - May 2023
Collaborated remotely to provide customer support across multiple communication channels, including calls, emails, SMS, and chat Assisted customers with inquiries regarding remittance services, addressing questions about transactions, fees, and account information
Translated intricate technical explanations into understandable terms for non-technical customers
Actively engaged in problem-solving, identifying patterns in customer issues, and collaborating with the team to implement effective solutions
Effectively managed escalated cases, collaborating with cross- functional teams for swift resolutions
Collaborated with cross-functional teams to communicate customer feedback and contribute insights for service enhancements
Notable Achievements:
Utilized metrics to reduce inquiry response time by 30%, enhancing customer experience.
Introduced proactive solutions, cutting recurring issues by 35% and boosting team efficiency.
Collaborated with cross-functional teams, implementing enhancements from 15% increased customer satisfaction.
E D U C A T I O N
2012 - 2015
Bachelors Degree: Entrepreneurship Moi University
LANGUAGES
English Swahili
W O R K E X P E R I E N C E
Supervisor/ Customer Support Representative
Grola Technology Jan 2020 - Jan 2021
Oversaw employee productivity, accuracy, and compliance using dashboards and reporting tools
Utilized data insights to proactively address potential delays that could impact customer care quality
Collaborated with team members to effectively address and resolve customer satisfaction concerns, contributing to an enhanced service experience
Developed and implemented rigorous benchmarks to establish and closely monitor precise customer service standards
Provided targeted coaching and guidance to empower employees with strong customer support skills, effectively mitigating process- related challenges and ensuring sustained customer satisfaction Analyzed call trends to pinpoint areas for efficiency enhancement, leading to a reduction in problem calls. Presented actionable solutions to upper management for further improvements
Notable Achievements:
Leveraged metrics for a 15% improvement in customer interactions Led teams to a 25% productivity increase while maintaining service quality
Implemented streamlined processes, reducing response time by 20%
Call Centre Agent Nimble Group Kenya Jan 2019 - Jan 2020
Analyzed customer relationships to optimize operational processes, culminating in the delivery of top-tier service quality
Utilized predefined scripts and resources to provide accurate responses to inquiries and guide customers to relevant information Interpreted, audited, and meticulously reconciled reports, ensuring precision and comprehensiveness
Identified and documented notable trends in customer calls, contributing to the refinement of operational workflows Maintained updated customer records within the CRM, capturing essential interaction details
Managed debt collection activities, supervised the performance of debt collection agents, and ensured compliance with established protocols
Notable Achievements:
Identified trends in customer calls, reducing call handling time by 25%
Enhanced CRM data accuracy, improving data accessibility by 30% and customer interaction personalization
Achieved 25% higher debt recovery rates and sustained delinquency rate below 5% through effective debt collection management
R E F E R E E S
Available upon request.
W O R K E X P E R I E N C E
Business Development Officer Fourth Generation Capital Jan 2017 - December 2018
Collaborated with the sales team to strategize, identify, and assess potential customers in assigned territories
Executed targeted campaigns, fortifying new client opportunities and driving business growth
Worked across sales and marketing departments, supporting client acquisition efforts
Conducted competitor analysis and market research to identify growth prospects
Notable Achievements:
Spearheaded the development of an innovative system to streamline the process of generating sales leads
Successfully implemented the new system organization-wide, revolutionizing the lead generation process
Played a pivotal role in achieving a remarkable 30% enhancement in overall sales performance
Customer Service Representative
Fortune Sacco
Jan 2016 - Dec 2016
Ensured quick response to customer calls, minimizing on-hold wait times
Maintained up-to-date customer records by updating account information
Addressed customer inquiries about products, services, and company details
Managed a steady influx of customer calls efficiently, reducing wait times
Prioritized customer satisfaction through proactive strategies to meet needs and address concerns effectively
Notable Achievements:
Managed a high volume of more than 85 customer calls daily, showcasing efficiency and dedication in addressing customer inquiries
Demonstrated exceptional problem-solving skills, successfully resolving 90% of customer concerns during interactions
Played a pivotal role in contributing to a 20% increase in accounts receivables by skillfully assisting in the account collection process
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