Customer Service Support
Resume:
Dorcas Wafula
Email: *************@*****.***
Tel: 254*********
PROFESSIONAL SUMMARY
Dedicated, customer-oriented individual with 3+ years of experience in front-office operations and a commendable customer service track record. Skilled in managing customer interactions, resolving complaints, and processing documentation accurately. Proven ability to communicate clearly, respond quickly and multitask efficiently under pressure. Seeking to leverage this experience to elevate customer satisfaction, support team success and improve overall operational excellence. CORE COMPETENCIES
• Excellent verbal and interpersonal communication
• Customer support and relationship management
• Critical thinking and problem-solving abilities
• Microsoft Office proficiency (Word, Excel, PowerPoint)
• Strong multitasking and time management abilities PROFESSIONAL EXPERIENCE
Watu Credit Ltd – Customer Care Representative(July 2021- November 2024) Responsibilities and achievements
• Excelled in daily operations in a high-pressure environment to enhance overall efficiency.
• Interacted with customers with a focus on creating lasting positive impressions while consistently maintaining 4.5-star customer satisfaction ratings.
• Triaged tickets, ensuring accurate routing and tracking resolution progress.
• Escalated unresolved issues to team leaders, ensuring prompt resolution.
• Responded to inquiries via phone and email, achieving over 90% in quality audits.
• Resolved customer complaints and recommended improvements based on the feedback captured.
• Ensured seamless and timely processing of requests, aligning with operational targets to elevate customer satisfaction.
• Collaborated with team members across other departments to have more impactful sales and service outcomes and enhance overall customer experience.
• Generated daily reports to support team initiatives and track performance.
• Handled administrative tasks such as internal communication and meeting coordination.
• Took initiative in mentoring peers during onboarding, reinforcing a culture of shared success.
• Coordinated small team projects to improve workflow and efficiency. Watu Credit Ltd- Customer Care Intern(January 2021- June 2021)
• Assisted the front office and customer service teams with client inquiries and documentation.
• Learned ticketing systems and customer support software while providing support under supervision.
• Supported team coordination efforts by making follow-ups and tracking customer requests.
• Participated in weekly team meetings and presented client feedback to enhance service delivery.
• Gained valuable exposure to handling customer complaints and professional communication standards.
Loreto High School Matunda – Teacher (January – March 2020) Responsibilities and achievements
• Delivered well-structured lessons to learners to enhance comprehension and engagement.
• Maintained order in the classroom setting and resolved student disputes, building a strong foundation in people management and conflict resolution.
• Met and surpassed set performance targets.
• Maintained accurate student progress records.
TECHNICAL SKILLS
• Fast learner
• Active listener
• Self-driven
• Team player
• Organized and detail-oriented
• Proficient in CRM and ticketing systems
EDUCATION
Bachelor of Education Arts (English Linguistics and Literature) Kenyatta University, Nairobi
September 2015- December 2019
CERTIFICATIONS AND COURSES
Basic Accounting
Customer Service Fundamentals
REFERENCES
Yvonne Chepketer
Customer Care Supervisor, Watu Credit
*****************@*****.***
Mark Situma
Manager, Watu Credit
*********@*****.***
Isabella Manana
Principal, Loreto High School Matunda
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