Service Representative Customer
Resume:
OGUTU FLORENCE
CUSTOMER SUPPORT
CONTACT
PHONE:
EMAIL:
**************@*****.***
ID: 31757464
PROFILE
I thoroughly enjoy getting to know
customers and figuring out how to
best serve their needs. As a people
person, I believe in my ability to be
able to build individuals into better
people in society and to help achieve
customer satisfaction. I have been
able to come up with strategies that
have helped businesses cut costs and
improve efficiency while pushing key
procedures and processes. In my
previous roles as a support specialist, I
have worked hand in hand with
merchants, partners, and courier
services to enable our customers to
get their goods/services on time,
escalated complex issues, and liaised
with different departments to ensure
satisfaction.
HOBBIES
Playing sports (football, tennis,
hockey, cricket, etc.)
Playing chess and solving puzzle
games
Reading and writing books,
articles and publications
Travelling and meeting new
people
Designing, drawing, sketching and
painting
Cooking and baking
PERSONAL ATTRIBUTES
• Self-disciplined
• Ambitious
• Honest
• Hardworking
• Team player
EDUCATION
Kenya Medical Training College
September 2013- December 2017- attained a pass (85 points) Moi Girl High School Kamusinga
January 2009- December 2011 : attained 60points. Grade C (plain) WORK EXPERIENCE
FROM JANUARY 26TH 2023 – DATE
COMPANY; STANDARD FOCUS
TITLE; CUSTOMER SERVICE REPRESENTATIVE
DAFASPORTS
Assist with bet placement and provide the player with the bet details
Confirm deposit and withdrawal status for players.
Provide players with bonus based on the available offers
Assist in creating Dafasports accounts for players
Maneuver through different websites to provide account details for the player
Escalate potentially compromised account related issues
Collaborate with different departments to resettle wrongly settled bets
Explaining the different types of odds, and the types of products being offered.
FROM OCTOBER 2022 – DECEMBER 26TH 2022
COMPANY; MAJOREL KENYA LIMITED
TITLE; CUSTOMER SERVICE REPRESENTATIVE
ZALANDO (GERMANY BASED)
Open and maintain customer accounts by recording account information
Assist with placement of orders, refunds, or exchanges
Provide a detailed description of article sizes and materials used.
Track down missing parcels and processing replacement orders for damaged and lost items.
Providing customers with sufficient information regarding delivery dates and return processes.
Provide customers with vast knowledge in regards to the product and offers available.
Escalate account compromised issues to the relevant department for further assistance.
Handling inbound and outbound calls
Responding to customers via different channels; phone, chat and email to ensure efficient communication.
FROM JANUARY 2021– SEPTEMBER 2022
COMPANY; CCI - KENYA
TITLE; CUSTOMER SERVICE REPRESENTATIVE
SHUTTERFLY (US BASED)
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Take the extra mile to engage customers
Identify and assess customers’ needs to achieve satisfaction
Handling inbound and outbound calls
Responding to customers via different channels; phone, chat and email to ensure efficient communication.
Help customers in creating photobooks and providing vast knowledge on the different types of photobooks.
Assist customers in creating Shutterfly accounts and redeem the available offers.
Collaborate with different departments to ensure customer satisfaction
Escalate refund processes that are above my scope. FROM MAY 2019 – DECEMBER 2020
COMPANY; TENSPOT KENYA LIMITED
TITLE; CUSTOMER SERVICE REPRESENTATIVE
CREDIT HELA
Keep tracking outstanding debts
Plan course of action to recover owed money
Locate and contact debtors
Negotiate payoff deadlines and payment plans
Handle customers' questions or complaints
Identify gaps in the system and recommend solutions
Provide payment plans to ensure the debts are cleared within the required time.
Work hand in hand with different departments to ensure data protection of the customer’s details.
Educating customers on the importance of good credit scores. JANUARY 2018 –APRIL 2019
COMPANY: MUHORONI HOSPITAL
TITLE: MEDICAL RECORDS CLERK VOLUNTEER
Data entry using EMR
Book appointments
SKILLS
Articulate, hardworking and team player
Excellent reading and writing skill
Able to work under or no supervision and meet deadline in time
Able to work remotely
Fast learner and always willing to learn new things
Keenness to embrace new responsibilities and skill
Attention to detail with problem solving and decision-making skills.
REFEREES
1. Stephanie Buoge
Operations Manager Majorel Kenya
Email: *********.*****@*******.***
Mobile: 071*******
2. Martin Allan
Supervisor Tenspot
Email: ******.******@*****.***
Mobile: 072*******
3. Angela Munene
Operations Manager Shutterfly
Email: ******.******@********.***
Mobile: 078*******
Contact this candidate