Customer Experience Agent

EVAN NGOGA

PERSONAL INFORMATION

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Gender : MALE

Date of Birth : 28/02/1987

Marital Status : single

Nationality : KENYAN

ID No. : 25920514

Languages : SWAHILI, ENGLISH AND LUO

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CAREER OBJECTIVE

To work in a competitive business environment that allows growth and career development as a team player bringing diverse significant contribution towards achieving organizational and personal objectives.

PROFESSIONAL EXPERIENCE

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March 2011- to Date: Customer Care Representative

Horizon Contact Centers- Served as an agent both on inbound and outbound accounts – yu mobile phone service operator.

Duties and Responsibilities:

- Update information on CRM(Cerillion)

- Handle objections by building rapport with customers

- Adhere to Data Protection policy with regards to customer confidentiality details

- Selling to previous or existing customers various products by establishing relationships and building a great rapport and finally getting that sale

- Maintain customer experience levels within the quality standards stipulated

- Understanding and adhering to escalation process

- Adhering to schedule and shifts

- Customer is king, hence handling all with due respect and politely

RELATED COMPUTER PROFICIENCY

Microsoft word Internet and Email

Microsoft Excel Microsoft outlook

Microsoft powerpoint CRM

ACADEMIC QUALIFICATIONS

PRIMARY SCHOOL

Oasis junior Academy: class 1-8(1993-2001)

SECONDARY EDUCATION

Aquinas high school Nairobi: form 1-4(2002-2005) mean grade C+

A LEVEL EDUCATION

Nairobi Jeffery Academy: grade 12-13(2006-2008)

COMPUTR STUDIES

Netvine computer systems(2006)

HOBBIES:

Playing basketball, watching movies and plays, and listening to music of different genres.

CORE SKILLS

Am highly personable and sociable team member, competitive worker in any field but also like to work as part of a team, solve problems and put forth excellent service.I Possess a determined approach towards customer satisfaction and retention by advertising the image that's associated with the company and I have the ability to operate virtually in various demanding positions.lastly I have an existing customer care background with a telecommunication company and now looking to make a continued significant contribution for this institution.

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