Customer Service Representative
Resume:
HELLEN KAMAU CUSTOMER SERVICE AGENT
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SUMMARY
Dedicated and professional Customer Service Agent with a proven track record in resolving inquiries and complaints.
Skilled in delivering positive customer experiences across retail, hospitality, and corporate settings.
Strong communicator with expertise in problem-solving and conflict resolution.
Proficient in Microsoft Office, and Google Workspace
Recognized for empathy, patience, and professionalism in high-pressure environments
Highly organized, adaptable, and committed to enhancing customer satisfaction and supporting company goals
Skilled in maintaining organized digital filing systems and managing confidential data
WORK EXPERIENCE
Administrative Assistant March 2021 – December 2024
Billmond Global Limited - Nairobi, Kenya
●Acted as the primary point of contact by welcoming clients and managing communications via phone and email with a high level of professionalism and confidentiality
●Managed calendars, scheduled meetings, and booked meeting rooms; documented key points by preparing clear and concise meeting minutes
●Organized and maintained digital and physical client records, databases, and sensitive documents with strict confidentiality
●Tracked office inventory, managed supply orders, and coordinated with vendors for timely delivery
●Supported bookkeeping tasks, including expense tracking, petty cash records, and invoice filing
●Demonstrated strong organizational and multitasking skills in a fast-paced, deadline-driven environment
Customer Service Representative October 2018 – December 2020
Noon — Dubai, UAE
●Served as the first point of contact for customer inquiries via phone, email, and chat, ensuring swift and accurate resolutions
●Handled order-related concerns, including delays, tracking, and product inquiries, with a focus on customer satisfaction
●Managed complaints with empathy, professionalism, and attention to detail
●Followed up with customers post-resolution to ensure issues were fully addressed and to gather feedback
●Promoted relevant services and products based on customer needs and behaviour
●Documented all interactions and resolutions accurately using CRM tools
Front Desk Agent November 2015 – July 2018 Hotel Itoya - Busia, Kenya
●Managed check-in/check-out procedures efficiently while maintaining a warm and professional demeanour
●Handled room bookings, verified guest payments, and ensured accuracy in billing and transactions
●Responded to guest inquiries, concerns, and complaints with discretion and a problem-solving mindset
●Provided clear and detailed information on hotel services, amenities, and local recommendations
●Coordinated VIP guest arrangements and supported special events with personalized service
●Maintained accurate and up-to-date records of reservations, payments, and guest correspondence
EDUCATION/ CERTIFICATIONALX Africa- Virtual Assistant
Kenya Utalii College – Certificate in Food and Beverage Service and Sales
Kangaru Girls High School – Kenya Certificate of Secondary Education (KCSE)
SKILLS
Excellent written and verbal communication
Strong customer service and client relations
Problem-solving and conflict resolution
Highly organized and detail-oriented
Emotionally intelligent and empathetic
Able to handle confidential information with discretion
Adaptable and resourceful in fast-paced, high-performance environments
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