Work experience

• Customer Service Team Leader.

  Mozzartbet Kenya Limited

  2024.04-Current

  (a year)

  Duties and Responsibilities • Ensured calls were compliant with firm standards, escalated issues as needed to our team in Serbia and maintained communication with customers and management teams both locally and internationally. • Monitored emails from customers, resolve email queries and created and assigned Tasks using Jira software on tickets. • Escalate all cases that are beyond the acceptable turn-around time as well as all those that require management attention and/or further investigation. • Compiled daily reports on customer’s feedback and suggestions. • Compiled weekly social media reports on the number of customers interacted with on social media Instagram, Facebook and twitter. • Upload and run campaigns on our Facebook page, twitter, Instagram, as well as live chat. • Submitting bank transfer request to the Finance department from clients. • Liaising with the marketing department on new promotions as well as get required details for winners in the various promotions. • Organizing annual customer service week. • Determined problem areas to recommend revised policies and procedure for the Call Center and monitor calls to determine customer service needs. • Conducted special research and complete impromptu assignments to respond to interagency and day to day operational issues. Key Achievements • Maintained a 98% success rate, and exemplary feedback from the client base. • Resolved 90% of customer issues threatening to cancel their service
• Senior Customer Service Representative

  Mozzartbet Kenya Limited

  2019.07-2024.02

  (5 years)

  Duties and Responsibilities • Provide prompt and efficient responses to customer inquiries through phone, email, social media, and chat platforms. • Address and resolve customer complaints or concerns professionally and in a timely manner. • Stay well-informed about company products to effectively answer customer questions. • Work closely with other team members and departments to ensure customer satisfaction. • Adhere to company policies and procedures when managing customer requests and issues. • Continuously enhance customer service skills and knowledge through ongoing training programs. Business Process Associate, (Data Entry Clerk).
• Data Entry Clerk

  American Data Exchange Corporation (ADEC EPZ)

  2017.09-2018.12

  (a year)

  Duties and Responsibilities • Verified outdated data and make any necessary changes to records. • Searched for and investigate information contained in files. • Input text-based and numerical information from source documents. • Sorted and organized hard copies of paperwork after entering data electronically. • Quality Control, Reviewed data for deficiencies or errors as well as performing regular quality check for my team. Key Achievements. Developed a keenness to detail and maintained a hundred per cent accuracy as well as increased my typing speed to up to 40 words per minute.
• Marketing and sales/Training officer.

  Nuga Best Company Ltd. (Utawala Branch)

  2016.06-2017.06

  (a year)

  Duties and Responsibilities • Effectively managed large amounts of incoming calls. • Handled customer complaints, provided appropriate solutions and alternatives within the time limits and followed up to ensure resolution. • Kept records of customer interactions, process customer accounts and file documents including handling of petty cash. • Emailed daily reports of client and sales turnout to the manager. • Provided ongoing training to the clients on how to use Nuga Best thermal therapy machines, • Prepared complete presentations for advertising/ promotions for clients using MS PowerPoint slides. Key Achievements • Successfully enhanced client relationship by addressing their queries in a timely and professional manner hence leading to an increase of 10% sales at NugaBest Company Limited products. REFEREES Miss Joyce Maina Manager Nuga Company Limited Tel: +254 726 281 288 Email: Joycemaina@gmail.com Miss June Sirma Human Resource Manager MozzartbetKenya Limited Tel: +254725783313 Email: june.sirma@mozzartbet.co.ke Mercyline Anyango Immediate Supervisor American Data Exchange Corporation Tel: +254712123531 Email: mercelineanyango59@gmail.com .

Educational experience

• Secondary Education - St. Francis Girl’s High school Mang’u

  Certificate of Kenya Secondary Education

  2008.02-2011.11

  (4 years)

  Bachelor of Development Studies.

Languages

Skills