IRENE KIMWELI
PRINCETON,United States
Summary
I’m a friendly and organized customer service professional with over 3 years of successful client services. Dedicated to bettering the customer experience with reliable product education, timely assistance, helpful feedback and respectful conflict management response. Positive personality with excellent interpersonal and relationship-building skills. Enhances customer experience by employing service-oriented behavior, understanding customer desires and providing customized solutions to building loyalty.
I’m a permanent resident of the United States.
Overview
7
7
years of professional experience
Work History
CALL CENTER CUSTOMER SERVICE REPRESENTATIVE
MAJOREL KENYA LIMITED (TELEPERFORMANCE)
2021.07 - 2024.07
- Maintain customer accounts and record account information
- Handling incoming calls, chats and emails by using the clients CRM tools to answer customer enquiries
- Advising customers on a wide range of company products and services
- Addressing questions, complaints and concerns in accordance with company policy
- Maintaining SLA and CSAT performances by ensuring targets are met
- Assist customers by providing information and solutions to their needs
- Reviewed customer service reports to identify potential areas of improvement
- Following up customer calls/emails where necessary
- Recognizing, documenting, and alerting the management team of trends in customer enquiries.
MARKETING INTERN
ROYAL MEDIA SERICES
2019.05 - 2019.12
- Social media handling and digital marketing
- Event planning, budgeting and coordination
- Receive and provide solutions to customer complaints
- Advise on company information
- Follow up on deliveries made to customers
- Taking event records and compiling event reports.
CHOICES SUPERMARKET
2017.12 - 2018.04
- Involved in stock taking
- Doing customer deliveries
- Initate assistance to customers and escort them to the proper aisles
- Answering customer questions and placing customer orders.
Education
Bachelor of Commerce (marketing) -
THE COOPERATVE UNIVERSITY OF KENYA
12.2022
Diploma in Public Relations and Advertising -
THE COOPERATIVE UNIVERSITY OF KENYA
12.2019
High School Diploma -
MWAANI GIRLS HIGH SCHOOL
01.2017
Kenya Certificate of Primary Education -
KAREN C PRIMARY SCHOOL
01.2013
Skills
- Communication skills
- Professional telephone demeanor
- Chat and email handling
- Customer satisfaction
- Salesforce
- Zendesk
- Microsoft Word and Excel
Skillsandlanguages
- Knowledge of customer service practices and principles and digital marketing
- Computer literate ( Office Word, PowerPoint, Excel, Outlook)
- Excellent communication skills (fluent in written and spoken English language)
- Excellent data entry and typing skills
- Effective interpersonal relationship skills
- Creative and critical thinker
- Problem solving skills
- Adaptable and quick learner
References
Mrs Mary Nyakundi, Team Manager, Majorel Kenya Limited (TELEPERFORMANCE), +254-723-705-670, mary.nyakundi@majorel.com
Hobbies and Interests
- Singing
- Cooking
- Reading
- Listening to music
Timeline
CALL CENTER CUSTOMER SERVICE REPRESENTATIVE
MAJOREL KENYA LIMITED (TELEPERFORMANCE)
2021.07 - 2024.07
MARKETING INTERN
ROYAL MEDIA SERICES
2019.05 - 2019.12
CHOICES SUPERMARKET
2017.12 - 2018.04
Bachelor of Commerce (marketing) -
THE COOPERATVE UNIVERSITY OF KENYA
Diploma in Public Relations and Advertising -
THE COOPERATIVE UNIVERSITY OF KENYA
High School Diploma -
MWAANI GIRLS HIGH SCHOOL
Kenya Certificate of Primary Education -
KAREN C PRIMARY SCHOOL
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