Customer Service Care
Resume:
WINNY CHEPNGETICH
*******************@*****.***
BIO DATA
Gender: Female
Nationality: Kenya
Languages: English, Kiswahili
PERSONAL PROFILE
A disciplined and well-organized individual with over 5years work experience with a proven ability to perform a wide range of functions accurately in a fast-paced work environment. Acknowledged for devotion, good work ethics and ability to multi-task in different fields. I’m a highly motivated individual who possesses a vibrant personality. I hold a Bachelor of Commerce, Banking and Finance Option. I have acquired diverse experience in accounts, optical Service delivery, Customer Care and Sales. This extensive experience has equipped me well and I have gained skills and experience to perform in a challenging environment. Am a creative and innovative individual who stops at nothing to come up with new ways of doing things. I possess excellent communication and interpersonal skills. CAREER OBJECTIVE
To work in a challenging and reputable organization with attractive opportunities where the financial skills, knowledge gained over time can be utilized and enhanced. I look forward to being a value adding resource by working as positively as possible to further develop and meet the demands of such an organization.
SUMMARY OF SKILLS AND COMPETENCIES
● Communication Skills: Communicates very well both orally and in writing. Possess good presentation skills and people handling techniques.
● Interpersonal and Teamwork: Relates and works very well with people from different cultures and backgrounds. Possesses excellent teamwork skills which have enabled me establish and maintain effective working
● Analytical Skills: Recognizes areas of weaknesses requiring improvements and makes recommendations to the management for consideration, approval and implementation
● Priorities and Decision Making: A successful track record in setting priorities; keen analytic, organization and problem-solving skills which support and enable sound decision making.
● Organization and Planning: A highly organized individual who handles all tasks in a methodical and timely manner.
● Flexibility: Capacity to fit into most environments, maintain calm under pressure and can adapt well to changes in the workplace.
● Time Management: Ability to manage competing priorities effectively, to be resourceful and to use time as a resource
● Analytical Skills: Recognizes areas of weaknesses requiring improvements and makes recommendations to the management for consideration, approval and implementation
● Priorities and Decision Making: A successful track record in setting priorities; keen analytic, organization and problem-solving skills which support and enable sound decision making.
● Organization and Planning: A highly organized individual who handles all tasks in a methodical and timely manner.
● Flexibility: Capacity to fit into most environments, maintain calm under pressure and can adapt well to changes in the workplace.
Time Management: Ability to manage competing priorities effectively, to be resourceful and to use time as a resource
EDUCATIONAL /PROFESSIONAL QUALIFICATIONS
JULY 2021 CPA Part 1
Certified public accountancy part one, section 1 and 2 Jan 2013 – Nov 2015: Kisii University.
Bachelor of Commerce, Banking and Finance option. Second class upper division Nov - Dec 2012: Njoro Gateway College.
Computer applications. Credit
Jan 2008 – Dec 2011: Chebonei Girls High School.
Kenya Certificate of Secondary Education.
Other Trainings
2017 August: Samasource Digital Basics
Certificate in computer research and image annotation Modules:
● Web Research.
● Digital Basics.
● Image Annotation.
● Work Readiness.
2016 September: Sama School Certificate in Business Process Outsourcing Voice Trained Modules:
● Customer Service.
● Communication Skills.
● Telephone Etiquette
WORK EXPERIENCE
Position: Voice branch consultant – Stanbic bank Kenya-July 2024 to date. Duties and responsibilities
• Provide private and personal banking support via voice channels
• Block and replace lost/stolen/damaged cards
• Monitor transactions and investigate queries via Visa Risk Manager (VRM)
• Handle social media/email/VRM queries with accuracy and efficiency
• Escalate unresolved issues promptly as per SLA guidelines
• Approve over-the-counter credit card cash withdrawals
• Onboard and Trouble shoot customers on Mobile and internet banking platforms
• Generate and certify account/credit card statements upon request.
• Allocate and adjust transactional Limits on internet banking plat form.
• Generate and certify standard SWIFT/FD payment advice for the customer upon request
• Validate Safaricom other banks transactions upon request.
• Validate account/Loan statements sent by Embassy or other Banks. Position: cashiering and customer support -Lions first eye hospital - October 2021 to 5 th
July 2023
Duties and responsibilities
• Receiving incoming calls and making outbound calls
• Answering clients’ queries
• Providing solutions and escalating to the supervisors if necessary
• generating invoices
• running client’s insurance cards
• giving revenue reports
• Verify Insurance Coverage
• Complete General Clerical Work
• Registering clients
JAN 2021 TO OCTOBER 2021
Position: dispensing officer, BAUS OPTICAL
Duties and responsibilities
• Interpret Prescriptions
• Sell and Dispense Frames and Lenses
• Repair and Clean Frames
• Verify Insurance Coverage
• Complete General Clerical Work
August 2020 to Dec 2020
Position: business process associate, ADEC KENYA
Duties and responsibilities
● Administer and collect all metrics on processes and identify. Data points to improve all processes.
● Documents all transactions on an everyday basis and Collate metrics from various associates and prepare appropriate reports.
● Monitor all data entry operations and ensure compliance to time.
● Ensure and maintain effective professional relationships with staff.
● Perform quality checks assessment on all processes of various associates. Jan 2020 to March 2020: Colnet limited.
Position: accounts intern
Duties and responsibilities
● Management of petty cash transactions.
● Controlling credit and ensuring debtors pay on time.
● Reconciliation of direct debits and finance accounts.
● ensuring all payments amounts & records are accurate.
● Preparation of statutory accounts.
● working with journals, sales & purchase ledgers and spreadsheet June 2019 to Jan 2020: CCI Kenya
Position: Call Centre Agent
Duties and responsibilities
Answer courteously inbound calls.
o Respond to customer inquiries.
o Generate customer interest in the services or products offered by the company. o Provide personalized customer service by responding to the needs of the customers. o Ensure feedback from the customer to further improve the customer services. o Manage and update customer databases with the status of each customer. o Coordinate with the dispatch team to send products or provide services on time to customers. o Provide customers with brochures and information packages on products or services. o Build customer loyalty by follow-up of customer calls. o Evaluate problems of the customers and provide logical lasting Solutions.
o Manage filing, mailing, correspondence and other management tasks.
2017 July to March 2019: Samasource Nairobi
Position: Agent
Duties and responsibilities
● Image annotation
● Tagging
● Research services content across several online platforms.
● Write content descriptions.
● Conduct online content classification and categorization.
● Maintain data work requirements by following data program Techniques, procedures as well as meeting and maintaining the Required quality threshold.
● Review, verify and correct provided data based on the laid down Guidelines.
● Contribute to team effort by accomplishing related results as Needed.
● Respond to online sales queries.
Sep 2015 – Dec 2016: Faulu Microfinance Bank, Bomet Branch Position: accounts intern
Duties and Responsibilities
● Management of petty cash transactions.
● Controlling credit and ensuring debtors pay on time. ● Reconciliation of direct debits and finance accounts. ● Ensuring all payments amounts & records are accurate. ● Preparation of statutory accounts.
● Working with journals, sales & purchase ledgers and spreadsheet REFEREES
1. Mr.Dominic Rono Call Centre Systems Support
Engineer Simba Technology
Cell: 0726- 527 173
2. Mr DENNIS KARIUKI
Hr totem technologies
0724- 474 566
3. Mrs. Colettah Mbula Pascal
Supervisor
Samasource Ltd
Cell: 0718 – 334 131
Contact this candidate