BEATRICE KAMAU
Maylene,AL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
Work History
Customer Service Associate
Wal-Mart
10.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
DISTRIBUTION COORDINATOR
St Mary's Cement
02.2023 - 09.2023
- Scheduling pickups and deliveries to maintain smooth operations
- Reviewing orders, production schedules, blueprints and shipping or receiving notices and assigned work sequences and material shipping dates and destinations
- Checking shipments against paperwork and signed documents
- Facilitating receiving , shipping , loading and unloading of cement, transferring cement to designate terminals and customers
- Daily entry and reconciliation of outbound delivery documents to SAP.
- Taking customer orders and ensuring they processed.
CUSTOMER SERVICE SPECIALIST
Home Depot
02.2020 - 10.2022
- Maintained financial accounts by processing customer adjustments
- Took payment information and other pertinent information such as addresses and phone numbers to place orders
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success
- Resolved concerns with products or services to help with retention and drive sales
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
CUSTOMER SERVICE REPRESENTATIVE TEAM LEAD
Kenya Airways
06.2013 - 12.2020
- Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats
- Coordinated with ramp agents to successfully store, remove and transport customer baggage
- Used airline computer system (amadeus) to create airline tickets and boarding passes
- Operated PA system to make announcements regarding flight activity
- Verified identification and travel documents to efficiently board passengers for on-time departure
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources
- Coached new team members on service techniques and provided scoring through quality assurance program
- Planned schedules and workflows based on expected customer demands
- Trained, oversaw and mentored new team members to strengthen performance and job expertise
- Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
Education
Certificate - Airline Passenger Handling
Kenya Airways Pride Centre
02.2013
Diploma - Journalism and Public Relations
Kenya Technical College
Nairobi,Kenya12.2010
Skills
- Report preparation
- Complaint resolution
- Sales expertise
- Order fulfillment
- Flight management
- Reservations and ticketing
- Passenger assistance
- Multitasking abilities
- Customer Order Fulfillment
- Pickup Scheduling
- Supply Tracking
- Customer Complaint Resolution
Timeline
Customer Service Associate
Wal-Mart
10.2023 - Current
DISTRIBUTION COORDINATOR
St Mary's Cement
02.2023 - 09.2023
CUSTOMER SERVICE SPECIALIST
Home Depot
02.2020 - 10.2022
CUSTOMER SERVICE REPRESENTATIVE TEAM LEAD
Kenya Airways
06.2013 - 12.2020
Certificate - Airline Passenger Handling
Kenya Airways Pride Centre
Diploma - Journalism and Public Relations
Kenya Technical College
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