Customer Service & Relationship Specialist Resume
Resume:
Burnham Drive,****
Pittsburg,CA *****
************@*****.***
PROFESSIONAL
SUMMARY
Adept at driving growth and
enhancing client relationships, I
leveraged key account
management and motivational
leadership at Ecart Services
(Jumia Kenya) to significantly
improve vendor satisfaction and
performance. Skilled in data entry
and efficient problem-solving, my
approach consistently delivers
impactful results and fosters
robust customer rapport.
•
Result-driven Key Account
Manager with background in
establishing strong relationships
and negotiating contracts to
benefit businesses. Strong
understanding of market trends,
customer needs, and effective
communication strategies. Skilled
at boosting sales revenue by
designing strategic growth plans
and maintaining key client
partnerships. Significant impact
made in previous roles through
the implementation of innovative
solutions for complex business
challenges.
•
•
Skilled in sales and customer
relationship management, with
background in diverse sales
•
MICHAEL KOMU
MUTWANYAA
EXPERIENCE
September 2023 - 2025 Nov
Key Account Manager Ecart Services (Jumia Kenya) Nairobi, Kenya
May 2017 - August 2023
Customer Experience Agent Ecart Services (Jumia Kenya) Nairobi, Kenya
November 2016 - January 2018
Debt Collection Agent Nimble Kenya Nairobi, Kenya Manage Vendors/Suppliers by guiding and helping them to make money through Jumia
•
Supervise the general orders from the Vendors in guidance and follow up
•
• Train Vendors/suppliers and give support when needed Maintain and develop the business relationship between the vendors and the Company
•
Provide tailored solutions on making money on both the Company and the Suppliers
•
• Replenished and arranged items to maintain appearance. Conferred with management to offer feedback on operations and promotions based on customer preferences and purchasing habits.
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Guided customers through troubleshooting, navigating company site and using services.
•
• Updated databases with new and modified customer data. Contacted customers about potential service upgrades, new services and account changes.
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Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
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Encouraged and collected customer testimonials for marketing purposes.
•
Trained new customer service staff on best practices and company policies.
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Identified and escalated priority issues to appropriate teams for resolution.
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Reduced total number of outstanding accounts by consistently pursuing debtors and reclaiming owed funds
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Collected on aging and past due accounts, coordinating sustainable payment arrangements to encourage remittance
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Collaborated with other agents and collections staff to address team goals
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Conveyed current account information and obtained payments by using pre-scripted statements
•
• Reviewed accounts to determine payment plan compliance environments. Possess strong
communication, negotiation, and
strategic planning skills critical for
success in sales roles.
Demonstrated ability to increase
customer satisfaction and loyalty
through effective sales tactics
and service excellence.
Contributed to significant growth
in client base and revenue in
previous positions by identifying
new opportunities and optimizing
sales processes.
CORE QUALIFICATIONS
• Staff management
• Report writing
• Data entry
• Motivational leadership style
• Good communicator
• Efficient problem-solving skills
• Leadership Skills
• Account performance analysis
High-impact proposal
presentation
•
• Client needs assessment
• Key account management
• Customer rapport
April 2016 - October 2016
Food Marketing Officer Coke Studio Nairobi, Kenya January 2009 - January 2016
Youth & Community Worker Deliverance Church Mwiki Nairobi, Kenya
September 2012 - May 2015
Customer Care Executive Direct Channel Simbatech Kenya Nairobi, Kenya
• Respond to customer inquiries
• Persuade customers diligently to pay past due amounts Collaborate with accounts receivables staff regarding collection of payments
•
• Develop alternative payment plans with help from A/R department
• Advise customers on alternative payment plans
• Create repayment schedules based on customers' financial situations Retain customer loyalty while initiating processes for collection of payments
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Maintain and update record of customers from whom collections are made
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• Working with the support team in arranging guest launching area Attending to the Coke studio crew and their guests to serve food and drinks
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• Approach service providers for services on the weekend events Produced reports on progress and insight reports to inform future campaign planning
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The key responsibilities here was to take the gospel to the young people in the community and also get counselling and mentorship to those struggling in drugs and violence
•
• Identifying the homeless and young school drop outs
• Maintained clean, safe working environments to eliminate accident risks Promoted safe working environment by implementing regulatory standards, policies and guidelines
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• Data entry - Creating accounts for the new customers
• Get feedback calls from customer about our service
• Updating customer on the latest offers and changes on the service Outbound - Involves calling new customers to welcome them to the service (welcome calls) and calling customers who have been dormant in the service (NPDs calls)
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Follow-ups - Involves calling customers who have posted their queries in the social media, i.e., Facebook, Twitter and following up customer's queries which were not sorted as a first call resolution
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Knowledge on soft skills, ability to handle all kinds of customer's irate, unhappy, disappointed all-knowing, literate and illiterate customers
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Ability to central my focus on the customer at all times in a positive attitude
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• Ability to create a friendly working environment Effectively managed customer complaints, providing smart solutions or escalating to management
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Maintained excellent customer satisfaction by assisting and helping them with any questions, stock queries and complaints
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November 2010 - September 2012
Customer Care Executive, Sales Representative Airtel Networks Kenya Ltd Nairobi, Kenya
July 2010 - November 2010
Administration Officer Kenya Power and Lighting Company Kenya Delivering world class customer service and building customer satisfaction and loyalty
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• Providing effective and timely resolution of a range of customer inquiries
• Striking a positive note and co-operative tone with customers co-workers Increasing customer experience by providing information on new products and rates
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• Analyse regular sales report
Up sell other products provided by the company like credit cards and phones
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Ability to handle a high influx of inbound calls within a dynamic call center environment
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• Strong interpersonal co-operative skills with customers and co-workers
• Team oriented attitude
• Up selling skills
Maintained excellent customer relationships by efficiently solving queries, complaints and issues
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Ensured customer service stayed excellent, attentive and helpful by pro actively going the extra mile to assist customer needs
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• Office maintenance
• Store keeping
• Cleanness and Petition of departments
• Supply of office facilities
Collected and distributed incoming post and prepared outgoing post for collection
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• Ability to work to be flexible on duties
Managed office correspondence, including emails, phone calls and mail, efficiently and promptly
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Maintained excellent team relationships by pro actively helping others with complex problem-solving tasks
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EDUCATION
December 2023
Diploma in leadership and M a n a g e m e n t Leadership and Management
E learning college, Online
December 2023
Diploma in Customer Service Customer Service
E learning college, Online
May 2013
Diploma Business Administration
Regional Institute of Business Technology, Nairobi, Kenya December 2010
Certificate in Contact Centre
DC Simbatech Technology
June 2008
Certificate in I.C.T Information technology
Infosoft College, Nairobi, Kenya
December 2007
High School Certificate High School
High School, Machakos, Kenya
HOBBIES AND INTERESTS
• Building network
• Participating in charity work
• Socializing
• Creative activities
• Reading
REFERENCES
Mr. Phillip Oloo, Deliverance Church Mwiki, P.O Box 70907, Nairobi, Nairobi, 00400, Kenya, 070*******
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Fredrick Lukaye, Soko Watch Kenya, P.O Box 2156, Nairobi, Nairobi, 00100, Kenya, 072*******
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Isreal Nguli, Auto Express Kenya, Nairobi, Nairobi, Kenya,
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COMMUNITY WORK
Sunton Community Workers (Heroes), Mobilizing, Mentoring and marketing, 2015, Current, Look for resources and partners like churches, police, NGOs and leaders to engage them on our activities., Follow up on young men and groups – counselling and mentorship., Organize football tournaments.
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Zero Street Foundation, Awareness and fundraising, 2019, Current, Help the management and the entire team in awareness of their events and also get donors or sponsors for them.
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Deliverance Church Youth Influence, Counselling and mentorship, 2009, 2016, Take the gospel to the young people in the community and also get counselling and mentorship to those struggling in drugs and violence., Identify the homeless and young school dropouts.
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Contact this candidate