Customer Service Representative

CURRICULUM VITAE

MS. GRACE NJERI KARIUKI.

Nationality: Kenyan

Languages: English, Kiswahili, French, Norwegian, Spanish

Postal Address: P.O. Box 11355, Nairobi, Kenya.

Cell No: +254-*********

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

Summary

Motivated and Responsible well versed in Customer Support, Research, Statistics and Analysis. An Adaptable graduate able to create innovative content, develop promising projects and individual ventures.

Excels in providing exceptional service to clients; especially skilled with handling challenging customers.

Solution-focused professional employs analytical mindset to evaluate and improve current systems. Proven success lowering costs and boosting efficiency. Detail-oriented while maintaining understanding of big picture.

Enthusiastic professional with knack for clear communication and problem-solving. Skilled in building rapport and resolving customer issues efficiently. Strong team player with positive attitude and eagerness to learn.

Career Objective

I am seeking for a position in your company that will effectively utilize my training and experience. Eager to gain further experience and develop professionally.

Skills and Abilities

Good Communication and writing skills

Scheduling

Attending to customers

Attention to detail/ accuracy

Anticipating client needs

Maintaining calm under pressure

Emotional Intelligence

Time management

Problem solving

Microsoft excel expertise

Analytical mindset

Sales data analysis

Quality Assurance (QA) controls

Statistical and Research Analysis

Strategic Planning

Project research and management

Order fulfillment

Problem-solving

Email administration

Adaptive team player

Customer Service

Order fulfilment

Complaint handling

Outstanding customer service

Tactful negotiation

Customer data management

Customer data analysis

Customer relations

ACADEMIC QUALIFICATIONS

July 2022 – September 2022 ALX Online School.

Virtual Assistant Course - Certificate

September 2016 – December 2020 Rongo University.

Bachelor of Science in Applied Statistics with Computing - Second Class Upper Degree

February 2016 – May 2016 Kenya Institute of Management Studies.

Computer Packages and Programming – Certificate

EXPERIENCE

August 2023 – September 2024

Service Excellence Analyst – CCI KENYA

Conducted thorough analysis of returns and purchases.

Evaluated and resolved issues related to customer orders.

Crafted solutions to reoccurring issues by analyzing root causes.

September 2022 – August 2023

Customer Service Representative – CCI KENYA

Handled communication via calls, emails, chats, and social media for The Bay Canada.

Streamlined communication channels between departments, ensuring timely resolution of customer issues for Shipt Company.

Followed scripts and processes to uphold brand standards.

Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.

Actively listened to customers to fully understand requests and address concerns.

June 2019 – September 2019

Statistical Analyst Intern - Kenya Agricultural and Livestock Research Organization

Produced new projects focusing on breeding and analyzing plant and livestock species.

Delivered a comprehensive presentation on ten years of farm product data trends.

Coordinated with external data providers to ensure access to relevant and up-to-date information.

Detailed totals, averages and percentages, presenting information using established methods.

February 2017 – July 2017

Sales and Record Keeping - Keswick Bookshop

Teamed up with sales staff to produce compelling market insights and engaging analytic reports.

Successfully handled and documented market transactions.

March 2016 – August 2016

Sales and Marketing - Britam Life Insurance

Collaborated with a 10-member team to manage sales and marketing functions.

Conducted analysis of company's past and current market performance.

Developed sales and marketing strategy to engage customers.

VOLUNTEER ACTIVITIES

. Children Needs Organization January2021 - Present

Continuously Improve 50+ less privileged families to successfully overcome household and education challenges they face on a daily basis through a financial aid support program.

. Community Health Education February 2022 - Present

Regularly coordinating with a team of 15 leaders to raise awareness and drive sustainable family - led initiatives against unhealthy environment and bad sanitation.

HOBBIES

Travelling

Socializing

Adventures

Reading

Writing

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